IT Support
Ensure business continuity with Tescom’s Application Support Services, delivered in alignment with ITSM and ITIL standards for Levels 1, 2, and 3 support. With a proven track record of meeting stringent Response Time and Resolution Time SLAs, our expert onshore and offshore teams provide 24×7 support for mission-critical and business applications across global user bases.
Our focus is not just on resolving issues, but also on improving application stability, reducing downtime, and enabling your business to run without disruption.
Why Choose Tescom IT Support?
ITIL-Aligned Processes
Structured support model (L1, L2, L3) to ensure consistency, predictability, and best-practice service delivery.
Proven SLA Achievement
Track record of meeting and exceeding contractual SLAs for incident response and resolution.
Global Coverage
Round-the-clock support with a seamless blend of onshore and offshore teams.
Mission-Critical Reliability
Minimised downtime and proactive incident prevention for business-critical systems.
Scalable & Flexible Engagement
Adaptable models to meet the needs of enterprises of all sizes and industries.
Our IT-Support Model
Level 1 Support (L1)
- First point of contact for all application incidents and service requests.
- Incident logging, categorisation, and prioritisation.
- Resolution of common issues and escalation where required.
Level 2 Support (L2)
- In-depth technical analysis and troubleshooting.
- Root cause identification for recurring issues.
- Resolution of incidents that require greater application knowledge and technical expertise.
Level 3 Support (L3)
- Advanced support for complex issues requiring specialist expertise.
- Collaboration with development teams and vendors for fixes.
- Application enhancements, patches, and long-term stability improvements.
Engagement Approach
Service Transition – Define SLAs, onboard systems, knowledge transfer, and establish governance.
Operational Support – Deliver 24×7 incident management, problem management, and proactive monitoring.
Continuous Improvement – Regular performance reviews, SLA compliance reports, and process optimisation.
Benefits at a Glance
| Benefits | Impact |
| SLA-driven performance | Consistent achievement of response and resolution commitments |
| 24×7 coverage | Global support for mission-critical applications |
| Reduced downtime | Faster issue resolution and proactive prevention of recurring issues |
| Business continuity | Confidence that applications remain available and reliable |
| Cost optimisation | Flexible onshore-offshore model for efficiency and scalability |
Frequently Asked Questions (FAQs)
Q: What kind of applications do you support?
A: We support a wide range of mission-critical and business applications, including enterprise platforms, custom business applications, and industry-specific systems.
Q: Do you provide 24×7 support?
A: Yes. Our onshore and offshore teams provide continuous coverage to support global users around the clock.
Q: How do you ensure SLA compliance?
A: We have proven processes and monitoring in place to track incident response and resolution times. Together with regular SLA reporting, we ensure full transparency and accountability.
Q: Can your IT Support scale with our growing needs?
A: Absolutely. We offer flexible engagement models—from small-scale support teams to large global coverage—tailored to your organisation’s evolving requirements.
Q: How quickly can you transition into supporting our applications?
A: Transition timelines vary depending on the complexity of applications, but our structured service transition framework ensures knowledge transfer, system onboarding, and SLA setup are completed efficiently and without disruption.