Level 2 and 3 Support

Our Level 2 and 3 Support teams go beyond resolving technical issues. We are thought leaders in the support process and are dedicated to enhancing your organisation's overall capabilities.

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Streamline Support Processes

Elevation takes a comprehensive approach to support, ensuring that your systems are not only operational but also resilient and reliable. We proactively contribute to the development backlog, addressing observations and implementing enhancements to strengthen your infrastructure.

Our incident management expertise ensures prompt and effective resolution of any issues that arise. We conduct thorough Post Incident Reviews to identify root causes and implement preventive measures, minimising the likelihood of recurrence. Additionally, we collaborate closely with your organisation to define and apply support processes that align with your specific needs.

Benefits of working with Elevation

Elevation positions collaboration at the core of our operations; our confidence in our people enables us to establish strong, long-standing connections with our clients and showcase our proficiency in implementing scalable solutions that will uplift your business for the foreseeable future.

People First

Each member of our team is selected for their specialised knowledge and unwavering dedication to completing your unique business needs.

Collaborative

We dedicate the necessary time to understand your unique business requirements and translate your ideas into practical solutions.

Accountable

We take full responsibility for the delivery plan of your roadmap, ensuring that you can count on us to deliver your projects with creative and innovative solutions aligned to your goals.

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Drive Resilience and Performance

We meticulously review and refine your alerting and monitoring systems, ensuring you are proactively notified of potential issues before they escalate. By leveraging insights from our monitoring activities, we actively contribute to the development roadmap, enhancing the resilience and performance of your applications and services.

Chris [Director of Elevation] is an excellent development lead, totally dedicated, reliable. He's well respected and well-liked by his team whom he manages competently to deliver great results every time, on time. I very much enjoyed working with him at Tesco.

Adrian Ball

IT Director, Tesco.com

Elevation Services has played a crucial role at Wickes since we completed the separation of IT systems between Wickes and Travis Perkins. Entrusted with overseeing the engineering teams responsible for revising and enhancing integrations among our key systems, they have contributed significantly to the overall success. This success can be credited to Elevation Services' practical methodology and their experience in this area

Mark Goddard

IT Director of Enterprise Delivery, Wickes

We had the pleasure of working with Elevation Services on our IT modernization project, and we’re impressed with their expertise, support, and ease of collaboration.

Chris and his team were very easy to work with.

Elevation guided us through key decision points, providing the information and insights we needed to make informed choices. They recommended the necessary tools, and developed a design system to steer our UI/UX development. Their approach made the process smooth and efficient, and their ability to collaborate with our team was invaluable.

What really set them apart was their focus on empowering our team. They provided excellent advice on modern web technologies and development practices, enabling us to fully participate in the modernization process.

We’re grateful for Elevation’s partnership and look forward to building on the success of this project together.

Mike Michaud

Senior Vice President Information Technology, F.W. Webb Company

Ross [Senior Delivery Manager at Elevation] has a can-do attitude welded to an unflappable expertise which generates enormous confidence and trust in whatever he does. On top of that, he is a real pleasure to work with and I look forward to doing so again in the future.

James Hawkins

Chief Privacy Officer, Pearson

Elevation Services - Level 2 and 3 Support

Frequently Asked Questions about Level 2 and 3 Support

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What is the role of Level 2 and 3 Support?

Level 2 and 3 Support refers to assistance that is provided to customers who require help with technical products such as hardware and software.

How many tiers of support are involved in Support?

Support is structured into three tiers: Level 1, Level 2, and Level 3. Each tier provides progressively specialised assistance to address user issues. Elevation provides augmented Level 2 and Level 3 support teams.

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Key Metrics for Informed Decision-Making

Our Level 2 and 3 Support teams create and maintain comprehensive support documentation, ensuring that our clients have access to the information they need to resolve issues promptly. We also provide and track key metrics related to the health of your applications or services, incident response times, and resolution times across all support levels.

This data empowers you to make informed decisions that improve your support operations. Furthemore, our continuous improvement program ensures ongoing optimisation of your support infrastructure, ensuring you always have access to the highest level of support.

Other services related to Level 2 and 3 Support

Development

Elevation's development solutions encompass a wide array of offerings, ranging from web, mobile and app development, to cloud-native development and integration.

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Delivery Management

Start on a seamless journey from idea to delivery with Elevation’s comprehensive delivery management services.

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Cloud Operations

Our Cloud DevOps engineers seamlessly integrate with your development teams or provide specialised, standalone services.

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