Level 1 support for your digital product
No lock-in · 90-day guarantee · Reply within 24 h
The problem
When developers do support, neither gets done well. And it is the most expensive ticket in the company.
What it does not do
It does not write or deploy code, does not fix bugs in the product, and does not decide what gets prioritised on the roadmap: it filters and documents so development only receives what truly needs code.
What it does
Access issues: passwords, permissions and locked accounts
Answering platform usage questions
Logging and classifying reported errors
Basic checks before escalating (reproducing the error, checking accessible logs)
Escalating to development what actually needs code, with the context already gathered
Tools
Zendesk
Intercom
Freshdesk
Jira or Linear
What you will measure
Tickets resolved without escalating
First response time
Percentage escalated to development
Volume handled
How it starts
You tell us your volume
A 30-minute call to understand how many incidents you receive, through which channel, and what is eating into development's time.
We present candidates
Profiles we have already assessed, within 15 working days. You choose.
It starts with support alongside
Training on your product and how you work in the first week, with replies reviewed before sending until there is autonomy.
You get a report every month
Volume, timing and results of the work done. You know what is happening without having to ask.