More than a WEB development...
Technical Support

TechnicalSupport

Technical support is the process of providing assistance to users in solving problems that arise during the use of an application or system.


We offer comprehensive technical support services in which SLA, time of service, number of lines of technical support is chosen in each contract individually based on your needs.

Technical support is not just about fixing problems, it's about building relationships
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We prepare individual contract according to your needs

How does the tech-support work?

In contrast to the service, technical support assumes no regular maintenance works and provides services only within the frame of incoming requests for technical support. The essence of technical support is to respond to the request, to qualify it correctly and perform the necessary actions to resolve it.

So, after the receipt of the request - it gets on line 1 techsupport, whose task is to qualify the request. If the competence of the specialists is sufficient to resolve it - it is resolved.

To properly qualify the request, it is classified in accordance with the accepted in the company request classes.

    Our company has adopted the following classes:
  1. Class 1 requests - issues related to virtualization system, Server hardware and/or third-party services related to the Server, including Hosting and ISP services.
  2. Requests of the 2nd class - requests for server maintenance, unavailability of the server, excessive load on the server resources, requests to switch the system to a backup server, as well as other problems that are at the level of the CentOS Linux operating system and affect the ability to use the Server by the Customer fully. (processed only if there is a dedicated or VDS server with the required web environment, which we have exclusive full access to)
  3. Requests of the 3rd class - problems and errors on the site / portal / application, leading to disability of the entire application, as well as preventive maintenance in the application as part of the service: "Stability".
  4. Requests of the 4th class - problems and bugs in the application, which cause serious failures and impossibility of executing key business processes (sales, consultations, task management, application running too slowly).
  5. Class 5 queries - problems related to performance and incorrect operation of individual application components, an attack on the site / portal / application by intruders, problems related to viruses, etc.
  6. Requests of the 6th class - Questions about the application or system, consulting of a business analyst, systems analyst, a project manager to finalize the application, the creation of user and technical documentation.

The urgency of the request and the time required to resolve it depend on its class. These parameters are set individually in the contract for technical support in the SLA section.

If the competence of the specialists of the 1st line of support is not enough - it goes to the next line of support and is sent to a specialist of a narrower profile.

Most often, 3 lines of support is enough, in some contracts, a fourth line is used to escalate problems outside the organization.

    In accordance with individual features and customer requests, we include the desired number of lines in our service.
  1. Line 1: Classifies and answers simple questions, collects information from the customer, identifies and locates the problem, and writes information to the Service Desk.
  2. Line 2: In-depth technical support, engages more experienced and knowledgeable technicians, uses sophisticated technical and analytical problem-solving techniques, is responsible for assisting first-line support specialists and summarizes experience with more complex problems. Escalates problems to Line 3 when necessary.
  3. Line 3: Responsible for solving the most complex problems, assists previous levels of support, researches and develops solutions to new and emerging problems, and contacts vendors or primary developers for in-depth analysis and solution development.
  4. Line 4: Escalates problems outside the organization to resolve hardware or software problems. Tracks incidents and their fate. Presented by the company's most experienced professionals.
  5. At SKALAR We will analyze your system and request and prepare a customized technical support contract.

Key stages of the technical support process at SKALAR
Connection and Initial Setup
We conduct a system audit, configure monitoring, register access credentials, and define priorities. Then we establish interaction procedures and agree on an SLA.
Request Logging and Classification
All incoming requests are logged in a ticket system and classified into 6 service levels. First-line support handles typical issues or escalates them when necessary.
Escalation and Resolution
If the issue cannot be resolved by the first line, it is passed to higher-level support. External vendors may be involved when needed to ensure fast, expert resolution.
System Monitoring
For clients using the “Stability” service, we proactively monitor applications and servers, resolving issues without waiting for requests. This prevents downtime and ensures availability.
Reporting and Improvements
Every month, you receive a report on request types, response times, and resolutions. We also provide recommendations to optimize your system and prevent similar issues.
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Request Response Model and Incident Severity Levels
Each support request is automatically classified into 6 classes, which determine the response time and escalation process. Below are examples of incidents by class:
Class 1
Issues with provider, hosting, power supply, or virtualization – essentially matters beyond our direct access to the server or network.
Class 2
Server unavailability or critical load (provided we have full access to the infrastructure).
Class 3
Application errors that render it completely inoperable, as well as preventive maintenance under the "Stability" service.
Class 4
Serious failures disrupting key business processes (slow response, incorrect logic in crucial modules).
Class 5
Partial issues affecting performance or security, including hacker attacks, viruses, or malfunctions in specific components.
Class 6
Requests for consultations, functionality improvements, and product development – essentially change requests, not incidents.

SLA Table (Basic Parameters)

Service Class NameResponse TimeResolution Time
Class 1 RequestsNot included in SLANot included in SLA
Class 2 Requests¹Not included in SLAIndividually set
Class 3 Requests1 hour4 hours
Class 4 Requests2 hours6 hours
Class 5 Requests3 hoursfrom 6 hours
Class 6 Requests4 hoursWork starts within 1–2 days (after specification approval)
  • ¹ – Class 2 requests are available as part of the "Stability" service.
  • ² – When "Stability" is purchased, response time for classes 2–3 is reduced (see below).
  • * – All terms apply during business hours and may be adjusted by the contract.
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Automated Monitoring and Failure Prevention
“Stability” is our advanced support package that includes server and application administration. We proactively monitor all key metrics, update software, and promptly resolve any incidents. For projects developed by us, we guarantee over 99.5% uptime per year, and for third-party projects — over 99%
What’s included in the “Stability” package

Priority handling of Class 2 and 3 requests

Accelerated response times: only 30 minutes to respond and up to 1 hour to resolve.

Scheduled Maintenance Work

Updates to server services (nginx, Redis, databases, etc.), security checks, backups (up to 7 copies), and regular vulnerability scans.

Load Monitoring and Real-Time Balancing

If needed, we increase capacity or move individual services to other nodes.

Platform Updates with Rollback Support

Monthly updates for platforms like Aimeos or Laravel in SKALAR-developed projects — with automatic rollback to backups in case of unexpected failures.

Up to 5 Hours of Expert Consultations

You get up to 5 hours per month with a project manager or technical experts to discuss app development and optimization.

“Stability” Pricing

ServicePrice, $/month
“Stability”1500
  • ** Payment is made in the local currency at the NBU exchange rate on the payment date.
Support when it really matters
In the basic package, tech support operates during business hours (9:30–18:30). If you need round-the-clock support or assistance on weekends and holidays, you can choose one of the "Extended Support Time" plans:
Service TypeTimeMonthly Price, $
Business hours09:30 – 18:30 (weekdays)0
Evening 18–2001800
Weekend day 9–17Sat or Sun 09:00 – 17:002550
Weekend 9–17Sat–Sun 09:00 – 17:003270
Weekend 9–20Sat–Sun 09:00 – 20:004200
Full time 24x7Full time 24/75100
If your project is critical and must run without interruptions, the 24x7 service is the optimal choice. We adapt to your pace to minimize downtime and ensure business continuity.
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Advantages of working with SKALAR

Experience and Expertise

The SKALAR team has been supporting high-load and complex systems for over 11 years. We know how to ensure stability even during peak loads.

Flexible Approach to SLA

Each contract is tailored: you choose the service classes, response times, and scope of improvements. We adapt to your business, not the other way around.

Comprehensive Turnkey Service

From server and application monitoring to development consultations and rapid implementation of improvements — you get everything from a single provider.

Fast Escalation and Multi-Level Support

In complex cases, requests are escalated to the next support level — including specialized experts and external vendors.

“Stability” Service for Proactive Control

We monitor your system ourselves, so we don’t wait for issues to happen — we prevent them.

Frequently Asked Questions about Technical Support
01
Can we connect tech support for an external project?
02
What is included in support versus technical assistance?
03
How quickly do you start working on 6th class requests (enhancements)?
04
Are there guarantees of stable operation?
05
What if the problem is outside my servers (e.g., hosting issue)?
06
How can I get 24/7 support?
Technology Stack
Front-end
Back-end
DB and Analytics
Mobile
Deploy and Monitoring
Bootstrap

Bootstrap

HTML 5

HTML 5

React.js

React.js

Figma

Figma

Modern Web App

Modern Web App

d3.js

d3.js

Redux

Redux

JavaScript

JavaScript

Web Sockets

Web Sockets

Backbone.js

Backbone.js

SCSS

SCSS

CSS 3

CSS 3

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