Your product expertise. Our support capacity.
General IT-capable professionals trained by your company to provide Level 1, customer-facing support for your product.
Services tailored to your workflow.
- Account, login and access guidance
- Basic product troubleshooting using your playbooks
- Feature and setup walkthroughs
- Ticket categorisation, documentation and routing
- Escalation to your internal technical specialists
Designed for your team
Software, SaaS and digital-product businesses looking to expand frontline support coverage.
Managed by VAREXIS
Your company supplies product-specific training, documentation, escalation procedures, software and access. All client-specific training hours are billable at the agreed rate. Complex engineering or internal IT helpdesk work is outside the standard Level 1 scope.
What working together looks like
Practical support designed around agreed responsibilities, client-owned systems and clear reporting.
Typical deliverables
- Level 1 ticket intake and issue classification
- Guided account, login and feature troubleshooting
- Knowledge-base responses and documented escalations
How a business might use this service
- Assist users with access and basic configuration
- Answer common product questions after client-led training
- Route unresolved incidents to internal engineering teams
Client responsibilities
- Deliver and pay for product-specific training hours
- Supply product documentation, test environments and authorised access
- Own engineering fixes, security incidents and higher-tier escalation
Clear responsibilities. Consistent communication.
We agree on the scope, working hours and reporting expectations before assigning a professional. Client-specific tools, subscriptions, licences and access are supplied by your business. Required client-specific training is billable at the agreed service rate.
4 quick steps · Indicative pricing · Free consultation