Intellias Product Engineering Services→Managed Support Services

Predictable outcomes for mission-critical systems

Managed Support Services

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Drive your business forward while we ensure the smooth running of your operations

Redefine your support experience with custom solutions that strengthen your operational excellence. We deliver managed Level 1 to 3 support services 24/7/365, with a focus on quality and continuous improvement.

Powered by a multilingual team of ITIL-certified professionals, our services are globally accessible across multiple communication channels from our delivery centers in Europe, Latin America, and India, ensuring unparalleled flexibility.

Challenges we solve with our managed support services

Partner with a reliable provider of
managed support services

Avoid delays and ensure the quality of incident resolution with a streamlined support process from day one.

Resolve issues 24/7/365

Benefit from support within and beyond business hours and across time zones to minimize disruptions, boost productivity, and improve customer satisfaction.

Optimize operating costs

Efficiently manage your operations budget by optimizing the costs of hiring, training, and maintaining in-house support with our shared support service model.

Continually strengthen tech teams
with relevant skills

Respond to changes quickly by applying technology best practices and your support team’s expertise, leading to higher-quality issue resolution through focused knowledge and training.

Improve service quality

Ensure consistent excellence, continuous improvement, and robust operations across different locations and teams, benefiting the overall user experience.

Our managed support services

L1-L3 Support services

Providing tiered support (L1, L2, L3) with multilingual expert teams and flexible service hours.

Incident management

Ensuring efficient handling of service requests and incidents supported by comprehensive documentation and reporting.

Proactive/Reactive monitoring

Utilizing advanced monitoring tools to detect and address issues before they escalate.

Automation & Continuous improvement

Implementing feedback loops and performance metrics to optimize support processes and enhance service delivery.

Value-added services for your business resilience

Audit and assessment

Assess the existing support ecosystem and tailor solutions to optimize support operations, problem and change management, and overall support efficiency.

Expert consulting

Eliminate bottlenecks and redundancies to boost efficiency and responsiveness, aligning support operations with business objectives through best practices.

Intelligent automation

Refine support workflows for smooth operations by optimizing ticket routing, escalation procedures, and communication channels to ensure consistent, quality support.

AI-powered support

Integrate advanced tools and technologies (AI-supported digital assistants, self-service portals) to enhance service delivery and operational efficiency with practical recommendations.

User training

Enable efficient product adoption, implementing self-service solutions to reduce the number of support tickets through targeted user training, detailed manuals, demos, and focused tutorials.

Analysts speak about Intellias

Gartner Acknowledges Intellias for AI Expertise in Banking

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Intellias Highlighted for Product Engineering Services in Everest PEAK Matrix®

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Intellias Featured in Global AI Report by Frost & Sullivan

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Intellias Recognized by Zinnov for Engineering R&D Excellence in 16 Categories

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Benefits of our managed support services

Multilingual support

With support centers strategically located across the globe (LATAM, Europe, India), we offer 24/7/365 support in multiple languages, ensuring your business gets the help it needs without any interruptions.

Expert backing

Our support teams are backed by more than 2,500 technologists, industry experts, and R&D specialists capable of fast issue resolution, proactive optimization, and building custom solutions. These efforts ensure applications run smoothly while driving continuous improvement and innovation.

Customizable and flexible solutions

Our adaptable service models include full-scale support operations, supplementary assistance, and integration with your existing IT infrastructure to ensure uninterrupted service, enhanced security, and improved efficiency.

SLA-based services

Governed by strict SLAs, our service delivery aligns precisely with your business objectives and quality expectations. We guarantee reliable, accountable support with fast response times, ensuring high availability and continuity for your operations.

Reliable and transparent operations

We provide full visibility into our support processes through regular reporting and centralized logging. Clear, actionable data on performance metrics, incident resolution, and system health keeps you informed and in control, enabling fast decision-making and a collaborative approach to application management.

Partnering for your success

Clear outcomes: Our clients' stories

Shift to 24/7/365 support within days: Boosting resilience for a Fortune 500 CPG company

An Intellias engineering team implemented effective processes using integrated ITSM tools and SRE best practices, including incident and problem management procedures and an Incident Response and Orchestration Platform (IROP).

From hours to minutes: Transforming the customer experience for a SaaS platform

Intellias assumed responsibility for L1/L2 managed support services, initially handling 35% of the support scope and expanding to 90% within eight months.

Centralized support processes:
95% efficiency for Travis Perkins

The Intellias team implemented a centralized support system with robust monitoring and alerting coverage, along with KPI templates and major incident processes.

24/7 IT service continuity: Uninterrupted operations and risk control for City Plumbing

Intellias developed a comprehensive support system with ITIL-aligned incident and problem management, advanced monitoring tools, centralized logging and metrics, real-time user journey tracking, and thorough postmortem reviews.