BPO
Outsourced technical support
Level one and two incident resolution, with agreed and measured escalation criteria.
In summary: first and second line technical support for software, hardware or digital services, in Spanish and English, with a maintained knowledge base and explicit escalation to your internal teams. Third line stays in your organisation.
Outsourced technical support is judged by a figure almost nobody agrees at the start: what share of incidents is resolved without escalating. If it is not set, each side ends up with a different idea of whether the service works.
So launch begins by classifying your real incidents from recent months and agreeing which the external team resolves, which it escalates, and on what criteria.
What is included
Actual scope is defined against these components.
- First line support: known, documented incidents
- Second line support: diagnosis and resolution of non-routine cases
- Building and maintaining the knowledge base
- Ticket lifecycle management inside your tool
- Escalation to third line with diagnostic information already gathered
- Reporting on volume, first contact resolution and times by category
What is not included
The line between support and engineering is worth setting before signing.
- Third line support, defect fixing and development on your product
- Administration of your production infrastructure, which belongs to managed services
- Decisions on the product roadmap
- Availability commitments for your own service, which depend on your platform
Where it is delivered from
In Spanish, from the Latin America corridor or an onshore team in Spain. In English and other European languages, from Poland or the global network.
For cover outside Spanish hours, combining time zones is cheaper and more sustainable than paying night premiums in Spain, and it avoids the wear of informal on-call duty on your own team.
Frequently asked questions
How is it decided what escalates and what does not?
Through a matrix agreed at launch, built on your real incidents from recent months. Without that matrix, the escalation rate becomes the first argument of month three.
Do you work inside our ticketing tool?
Yes, that is both usual and preferable. The team works inside your system, which keeps traceability and avoids exporting data to a parallel platform.
What happens to the knowledge base when the contract ends?
It is yours. Documentation produced during the service is handed over, and it is worth setting that down in the contract rather than assuming it.
Can you cover 24 hours?
Yes, by combining hubs in different time zones so no team works nights in its own. It is sized against your real volume per window, not a full shift by default.
Want to size your technical support?
With volume by category and your current escalation rate we can prepare a concrete proposal.