Services
The support layer
behind your technology.
Dedicated support services designed to operate alongside your existing organization.
L1 Technical Support
First contact.
Built for resolution.
Your L1 team becomes the first technical point of contact for defined incidents and customer requests.
- Incident intake
- Issue qualification
- Approved troubleshooting
- Remote troubleshooting
- Ticket documentation
- Knowledge-base use
- Escalation
- Customer communication
The objective isn't simply to answer tickets. It's to resolve as much as possible at the right support level.
L2 Technical Support
When the standard playbook isn’t enough.
L2 support provides deeper investigation for incidents requiring greater technical knowledge, system access or diagnostic work.
- Advanced troubleshooting
- Log review
- Configuration checks
- Recurring incident investigation
- L1 assistance
- Escalation preparation
- Vendor coordination
After-hours support
Extend the day.
Without extending your team.
Use PosAssists to cover the hours where maintaining internal staffing becomes difficult or inefficient.
- Evenings
- Overnight
- Weekends
- Holidays
- Overflow periods
Dedicated teams
Built around your operation.
Instead of a shared generic help desk, a dedicated PosAssists team can be trained around your products, tools, processes and customer expectations.
Questions,
answered.
Can PosAssists work with our existing tools?
Yes. The operating model is designed around the tools, procedures and workflows already used by the client.
Do you provide 24/7 coverage?
Coverage can be structured around the client's requirements, including nights, weekends and continuous operations.
Can we start with a small team?
The support model can be scoped around required capacity and expanded as the operation grows.
Who handles escalations?
Escalation ownership and procedures are defined during onboarding so that each support level has clear responsibilities.
Do you support specific POS platforms?
PosAssists teams are trained around the client's products, systems and approved support procedures rather than relying on a generic one-size-fits-all playbook.
Your next support team
could already be here.
Tell us where your current coverage breaks. We’ll help you map the support model around it.