Shinetech Software IT Support services aim to answer customer queries, resolve and prevent technical issues, and maintain the best user
experience and system stability. Our highly qualified teams located in India provide extensive support for all aspects of your software. We
provide support across the globe, regardless of your time zone.
Every business has unique requirements, so we start our cooperation by conducting in-depth analysis and identifying critical chokepoints or potential system and infrastructure failures. Then, Shinetech IT Support specialists recommend the best support model that fits your
business and helps you with cost estimates and team arrangements.
Depending on the size of your infrastructure, we arrange a helpdesk service and implement proactive monitoring and problem management processes. We can provide an uninterrupted 24/7 helpdesk service to your users over chat or email with fast response times and ticket transfers to higher levels if necessary.
Our IT support service is based on DevOps principles, which help to incrementally improve service quality, team morale, problem-solving, and business productivity.
At Shinetech Software – India branch, we focus on making your IT infrastructure reliable, modern, secure, and up-to-date. We implement application monitoring services that help with alerts and remedial actions. Security audits are also performed regularly and help us assess your infrastructure’s overall vulnerability. Once we uncover a potential vulnerability, we implement corrective measures to prevent system breakdown or penetration.
If you are using cloud infrastructure, Shinetech specialists have deep knowledge of AWS, Azure, and multi-cloud setups. We can also deploy cloud infrastructure and manage regular software updates. As a best practice, we also implement systems that monitor your cloud infrastructure, regularly report on critical and predefined parameters, and further optimize for better resource utilization.
All IT support experts from Shinetech Software – India have certificates from respective cloud service providers.
As a final step, we include DevOps in our workflow. Test automation and monitoring solutions are necessary for ensuring proper system functioning. Apart from that, we are able to implement a containerization strategy and deploy CI/CD pipeline.
Helping you achieve brand loyalty
When we start working with a new customer, we define our support service model based on the customer’s needs and requirements.
We offer L1, L2, and L3 support levels, and here is what they include.
L1 Support
the first line of support where we provide interactive support for fundamental user issues, such as solving usage problems and fulfilling service desk requests that require IT involvement via chat or email.
L2 Support
this level provides the in-depth technical support necessary to resolve incidents through configuration, account administration, server restarts, etc. The L2 team also proactively analyzes and troubleshoots any problems they notice, as well as escalated issues from L1.
L3 Support
involves a team of expert engineers who tackle problems on the code and database level, find root causes for disruption, and introduce hotfixes.
Apart from the custom-defined support levels, our service model also includes transparent reporting, where we regularly extract data for all service levels, incidents, and root cause analyses and present them to you in a cohesive way. We also analyze application problems and
create robust improvement plans with established timelines. Finally, we prepare a self-service knowledge base, manuals and FAQs so your
users can have multiple knowledge sources and better identify the problem. This user guide also helps us with our work – knowledge transfer and easier problem identification are by-products of having an extensive knowledge base.
Below is our standard offering for all IT support tiers. Each tier has qualified and vested support staff located in India. It should help you
understand what we are responsible for and how we distribute the resources. We can adjust the exact resource distribution to fit your needs.
To make sure we are the right fit for you, we provide a completely free one-week trial. This test run lets you see how exactly we work, and you can decide if our approach to your business is the right one.
We ensure that we meet your development goals during our iteration cycles and produce software up to the highest standards. However, if you are, for any reason, not satisfied with the outcome of the latest iteration, we will provide a full refund for the latest iteration cycle, no questions asked.
You can see everything Shinetech Java developers do because our processes are fully transparent. We also create a high-integrity code that is agile and easy to understand, has the necessary security, and meets all regulations and standards. This way, we can address and solve code defects sooner and upgrade the software quickly.
In order to prevent code and information leaks, all our developers sign non-disclosure agreements. It is an additional step to make sure none of your intellectual property finds its way out unintentionally.
Having a reliable IT support model allows you to focus on growing your business and reaching your goals. Let us know a bit more about your specific requirements in the contact form below, and we will get back to you within two business days.
