Streamline Your IT Support with PetaBytz's L1/ITSM Support Managed Services

About PetaBytz Technologies

PetaBytz began its cloud journey with strong leadership and a progressive vision. It is helmed by an agile, flexible, and hardworking team that empowers your business with cutting-edge technology solutions. PetaBytz strives to provide advanced technology solutions to its global clients. Our highly skilled experts have delivered magnificent and innovative technology products for clients in various industry verticals.
PetaBytz Technologies experts assist you in identifying the beL1 (Level 1) L1 support services for your technology stack and developing custom solutions to meet your specific requirements. PetaBytz, with its experience, evolved skill set, and continual development approach, proves a better alternative over most IT support companies. Our company offers the best IT support specialists that leave no stone unturned while delivering prompt resolutions for L1 and L2 technical concerns. Partnering with PetaBytz for L1/L2 support managed services helps you save costs and time and relieves you from IT support's operational challenges.

PetaBytz’s L1/ITSM Services Offers

L1 Support

PetaBytz L1 Support services ensure client systems are up to date and running smoothly. From troubleshooting basic issues to remote assistance, our skilled experts are here to provide top-notch support.

L2 Support

PetaBytz's L2 team handles and responds to issues raised by the L1 Team and follows the process or Runbook to fix incidents as per SOP within agreed-upon and documented SLA timelines. And if necessary, escalate the incident using the Escalation Matrix.

Reliable Infrastructure Support

PetaBytz's team of experienced professionals ensures client systems' smooth functioning, prevents downtime, and maximizes productivity.



Expert Desk Side Support

PetaBytz's highly qualified specialists can provide expert desk-side help whenever you need it, whether it is resolving hardware or software difficulties.

Bodyshoping Can Help You Simplify Your Operations

Our cutting-edge Body shopping allows businesses to access specialized skills or expertise they might not have in-house for streamlining operations by ensuring that professionals with relevant experience handle complex or niche tasks.

PetaBytz's Approach

Premium KPIs

PetaBytz sets 40 + top-notch KPIs to ensure exceptional support delivery. We construct and closely monitor key performance indicators (KPIs) to assess the efficacy and productivity of our L1 support, which allows us to continuously improve our service delivery, faster response time and resolve issues promptly.

SLA-driven Support

PetaBytz adheres to Service Level Agreements (SLAs) to provide timely and reliable support. Our teams are committed to meeting SLA requirements, ensuring that response and resolution times align with your needs.



Quality Management

PetaBytz has strong quality management processes in place to maintain service excellence. Our teams use automation and support tools to streamline processes and increase efficiency by using chatbots for common queries or a ticketing system to track and manage customer issues.


Workforce Management

PetaBytz provides comprehensive workforce management services to handle all aspects of managing your workforce. Our services include workforce planning, talent acquisition and recruitment, onboarding and orientation, training and development, performance management, employee engagement, HR compliance and roster management.

Per-Ticket Pricing

PetaBytz sets a fixed price for each support ticket raised by clients. Our per-ticket fee might be determined based on factors such as the required support complexity, operational responsibilities and the resources needed to handle the ticket.

KPI SLA-Based Dynamic Billing

PetaBytz establishes clear Service Level Agreements (SLAs) with our clients to implement dynamic billing based on KPI SLAs. KPI’s could include metrics like response time, first-call resolution rate, ticket escalation rate, and customer satisfaction scores.

RAG-based Statement of Services

PetaBytz's transparent billing model follows the RAG (Red, Amber, Green) framework, providing clear visibility into service quality.


Ticket Management

PetaBytz's team sets up a comprehensive ticket management system to efficiently handle client requests and reported incidents, which involves capturing, categorizing, prioritizing, and assigning tickets to the appropriate support teams or individuals.

What We Help You Achieve

Efficient Issue Resolution

PetaBytz focuses on providing quick and effective issue resolution for clients. By leveraging clients' expertise and experience, PetaBytz support technicians can diagnose and resolve technical issues efficiently, minimizing downtime and ensuring smooth operations for clients' systems and applications.

Improved Customer Satisfaction

PetaBytz aims to enhance customer satisfaction by delivering high-quality support services through timely response and resolution of issues, effective communication, and a customer-centric approach.


Problem Diagnosis and Resolution

PetaBytz employs a systematic approach to problem diagnosis and resolution. Our support teams use advanced troubleshooting techniques, tools, and resources to uncover the root cause of issues and provide accurate and timely solutions.

Continuous Improvement and Innovation

PetaBytz is committed to constant improvement and innovation in its support services. PetaBytz continually enhances its support capabilities, driving operational efficiency and productivity.


Enhanced Operational Focus

By partnering with PetaBytz for L1/L2 support, clients can redirect their internal resources to focus on core business activities and strategic initiatives, allowing clients to concentrate on their primary goals and priorities while leaving the technical support responsibilities to PetaBytz, improving overall efficiency and effectiveness.

Results:

  • > 4.6 CSAT Score

  • < 0.1% Reopen Rate

  • 200+ Cumulative Man Years Of Experience
  • > 98% Resolution Rate