KECOMSOFT 
SaaS and technology
Tier 1 and Tier 2 support that reads your docs before it escalates.
Tier 1 is where engineering time goes to die. Half the tickets are already answered in your own documentation, and the other half reach an engineer without the version, the environment or the steps needed to reproduce anything.
What we cover
Take the whole function or just the queues that hurt. You decide the scope.
Tier 1 triage and resolution straight from your docs Tier 2 on known issues, configuration and workarounds Bug reports written so an engineer can reproduce them
How your team gets built
The same three steps for every engagement. You keep control of quality throughout.
- 01
We map the work
Volumes, channels, tooling and what good looks like. No guesswork on scope.
- 02
We staff and train
We recruit against your profile and train on your product, not on a generic script.
- 03
We run and report
Daily queues, weekly quality reviews and a monthly report you can take to your board.
What we commit to
Not projections. Commitments we write into the agreement.
Agents read your documentation and your changelog. A release does not reach customers before it reaches the team answering for it.
Every escalation arrives with version, environment and reproduction steps. If it cannot be reproduced, we say so rather than passing it along.
We track what we could not answer from the docs, so you find out which pages are missing instead of guessing.
The escalation line is agreed with your engineers, and it moves when they say so — not when the queue gets uncomfortable.
Common questions
Are the agents technical enough?
For Tier 1 and defined Tier 2, yes — and we hire against the profile with you rather than assigning whoever is free. What we do not do is pretend an agent is an engineer; the escalation line exists precisely so nobody has to.
How do you keep up with our releases?
Put us on the same release notes your team gets, and we brief the agents before it ships. It costs you one distribution list and saves a week of wrong answers.
Will this reduce our engineers’ support load?
That is the point, and it is measurable: we report what we resolved and what we escalated, so you can see the split move rather than take our word for it.
Tell us what's piling up
Send us your volumes and channels. We will come back with a staffing plan and a number, not a brochure.
Let's talk