“Developers answer “how do I…” tickets between builds.”
Your most expensive time goes on your easiest questions.
Outsourced Technical Support Services
Most tech support tickets are the same few problems. Your engineers shouldn’t be solving them. We handle the common issues fast, and when something really is new, we hand it over with everything your team needs to fix it.
Can’t log in
Reset link works → solvedStill failing → check SSO settings
Not a known issue → escalate
Escalation to your engineersSteps to reproduce · logs · account ID · browser · screenshots
Engineers should not be your first line of support
“Bug reports reach us with no steps or screenshots.”
Engineers spend an hour finding out what went wrong.
“We do not know which issue is hurting most customers.”
Fixes are chosen by who shouted loudest.
We solve the common issues ourselves and hand over the rest with everything your engineers need.
Take the pressure off your engineers
Without Level 1 support
- Engineers answer password resets
- “It doesn’t work” tickets with no details
- Help articles out of date after each release
- Simple fixes take days
With SenBPO
- Common issues solved at first contact
- Escalations include steps, logs and screenshots
- Articles updated after every release
- Engineers only see real bugs
Solve it, or hand it over properly
We follow a troubleshooting guide for every common issue. If it doesn’t solve the problem, we check whether it is a known bug. Only new issues reach your engineers, with everything they need.
Customer reports a problem
Follow the troubleshooting guide
Solved?
Yes
Close and log the fix
No
Escalate with full details
Update the guide for next time
Common Level 1 issues
We provide Level 1 support. We do not claim Level 2 or Level 3 engineering support.
- Login and access
- Setup and configuration
- Known bugs and workarounds
- Bug reproduction
- Integration questions
- How-to questions
- Account settings
Reports that help your product team
First-contact resolutionShare of issues fixed without escalation.
Escalation qualityWere handoffs complete and correct?
Top issuesThe problems customers hit most, for your roadmap.
Knowledge updatesArticles added or fixed this week.
How we take the pressure off your engineers
- Step 1
Sort your tickets
We split past tickets into “we can solve”, “we can gather info” and “engineering only”.
Level 1 scope
- Step 2
Write the troubleshooting guides
Step-by-step fixes, checked by one of your engineers.
Troubleshooting library
- Step 3
Set the handover format
Each escalation arrives with steps, logs, screenshots and customer impact.
Escalation template
- Step 4
Report the patterns
You see which issues repeat, so engineering can fix the cause.
Monthly issue report
Timings depend on volume and complexity. We agree them with you in writing before the pilot starts.
How we avoid wasting engineering time
Complete handoversNo escalation without steps, evidence and impact.
Reviewed guidesEvery guide is approved by your team before it is used.
Clear limitsWe work at Level 1 and hand over anything beyond it.
Repeat-issue trackingTop problems ranked by how many customers they affect.
Who you deal with
Engineering manager
Fewer interruptions and better bug reports.
Support lead
Extra capacity for technical questions without hiring engineers.
Product manager
Real data on what confuses or blocks customers.
Straight answers
Still have a question? Ask us directly.
Do you need access to our systems?
Only the admin tools needed to troubleshoot, with access agreed up front.
How do you learn a technical product?
Product training, your docs, past tickets and a test account. We write troubleshooting guides and have you check them.
Do you replace our engineers?
No. We provide Level 1 support and do not claim Level 2 or Level 3 engineering. We are the first line so your engineers can focus on the hard problems.
Ready to build better operations
Tell us what you need to run, fix, or growWe will map out the right team and a pilot plan