Human experts
Native-speaking agents trained on your product, documentation and escalation playbooks — a team aligned with the resolution and CSAT targets you care about.
Multilingual support →Outsourced technical support
Your engineers should be building. Not answering support tickets.
We've provided first-line technical support for hardware and machine manufacturers and software vendors across Europe, the US, and Canada since 2014. Your users get fast, knowledgeable support. Your team stays focused on what they do best.
Technical support from €1,500/month
- Native speakers in 8 languages
- 98.5% CSAT
- Under 3% agent turnover
- 24/7 English support
- <1h avg. first response
✓
Native speakers in 8 languages
24/7 English support
98.5% CSAT
Under 3% agent turnover
Trusted by teams at
The ecosystem connecting people and AI
Every channel, AI-assisted triage, human expertise when it escalates
AI technology
Hermes, our own platform, classifies contacts, drafts replies and routes every case — so agents spend their time on the troubleshooting that needs judgement.
AI-assisted support →Human + AI
One team across email, phone, live chat and WhatsApp. AI handles triage and the routine; agents take the cases that need deep product knowledge — in eight languages.
NLENFRDEESITPTAR
Explore our quality frameworkEvery ticket your engineers handle is time they are not spending on your product. First-line technical support — installation questions, configuration issues, basic troubleshooting — does not require your most experienced people. But if nobody else is handling it, your most experienced people end up doing it anyway.
Scaling technical support internationally makes it harder. Hardware users in Germany expect support in German. Software customers in France expect someone who understands their system and speaks their language. Building a multilingual first-line support team internally is expensive, slow, and difficult to maintain as your product evolves.
And every support interaction that goes badly — slow response, wrong answer, a user who feels passed around — damages the trust your product team worked hard to build.
We understand technical support — because we do it every day
We have been providing first-line technical support for hardware and machine manufacturers and software vendors since 2014. We know the difference between a user who needs hand-holding through a standard installation and one whose issue requires escalation to your engineering team. We know how to write an escalation note that gives your second-line team everything they need without requiring the user to repeat themselves.
Our agents are trained specifically on your product before they handle a single live contact. We build troubleshooting guides, decision trees, and escalation playbooks from your documentation and from working sessions with your technical team. When a user contacts us with a problem, our agent is equipped to resolve it at first contact — or escalate it correctly if they cannot.
We are software builders as well as support operators. We build and maintain most of the applications that run our business — including our contact centre platform, which comprises roughly 500,000 lines of code. That is why we understand what it takes to keep a product supported as it evolves, and why we take release coordination, bug triage, and structured escalation seriously.
How it works
Step 1
We learn your product and map your support flows
Before we handle a single contact, we immerse ourselves in your product. We review your documentation, your known issues, your most common user questions, and your existing escalation logic. We work with your technical team to build troubleshooting guides and decision trees that allow our agents to resolve the majority of first-line contacts without escalation.
Where escalation is needed, we define exactly what triggers it, what information we collect before escalating, and how we hand off to your second-line team. Clear escalation paths protect your engineers' time and give users a seamless experience.
Step 2
Our platform, your ticketing system
We train agents on your product during onboarding — not generic scripts. They only handle live contacts once they meet your product knowledge bar.
Every engagement runs on our own platform: all channels in one interface, AI-assisted triage, and direct integration with Zendesk, Freshdesk, Intercom, Jira Service Management, and others — so your L2 team sees every first-line contact without switching tools. You get the same live dashboard we use: volume, response times, resolution and escalation rates, and CSAT.
Step 3
We handle your first-line support
Your users contact us by their preferred channel — email, telephone, live chat, or WhatsApp, depending on what you offer. Our agents triage, troubleshoot, and resolve at first contact where possible. Where a contact requires escalation, we write a structured escalation note — problem description, troubleshooting steps already taken, system information — and pass it to your second-line team with everything they need to resolve it efficiently.
Step 4
We report, improve, and evolve with your product
Every month you receive a structured performance report: volume trends, resolution rates, escalation patterns, and recommendations. As your product evolves — new releases, new features, new failure modes — we update our knowledge base and troubleshooting guides accordingly. Your support operation improves as your product matures.
Service level agreements — committed to in writing when you choose them
Clients can add a service level agreement covering first response times by channel, resolution timeframes for standard contact types, escalation response times, and quality thresholds. Where an SLA is in place, performance is reported in your real-time dashboard and in your monthly report. Nothing is estimated or approximated — performance against every agreed SLA is measured and documented.
First response time
Agreed per channel based on your users' expectations and your business requirements. For clients requiring 24/7 coverage, first response SLAs apply at every hour — not just during business hours. Response time is measured at the contact level and visible in your dashboard in real time.
Escalation timeframes
When a first-line contact requires escalation to your L2 team, the timeframe from escalation to structured handoff is agreed during onboarding. For critical issues — hardware failures affecting business continuity, for example — out-of-hours escalation protocols with defined notification paths are agreed and documented before go-live.
Quality threshold
A minimum QA score threshold is agreed per engagement. If average scores fall below threshold in any reporting period, we flag it proactively and implement a remediation plan. We do not wait for you to notice a quality issue — our QA monitoring identifies it in real time.
What happens when we miss an SLA
If an agreed SLA is missed, you see it in your client portal in real time, and you can receive notifications when configured thresholds are reached. SLA misses are also documented in the relevant monthly report with root cause analysis. For clients on service agreements with SLA credit provisions, these are applied automatically without requiring a formal dispute process.
What we handle
01
First-line technical support
We handle all inbound user contacts at the first line — installation questions, configuration issues, basic troubleshooting, account queries, and product FAQs. Our agents are trained on your specific product and equipped with the troubleshooting guides and decision trees to resolve the majority of contacts without escalation. Your engineering and second-line teams receive only the contacts that genuinely require their expertise.
Learn about our technical support service02
Multilingual technical support
We provide native-language technical support in eight languages: Dutch, English, French, German, Spanish, Italian, Portuguese, and Arabic. Hardware users and software customers across Europe, the US, and Canada are supported in their own language — by agents who communicate naturally, not through a translation layer.
Learn about multilingual technical support03
Escalation management
Clean, structured escalation is what protects your engineering team's time. We define escalation triggers with you during onboarding, collect all required diagnostic information before escalating, and write structured escalation notes that give your second-line team everything they need. No users repeating themselves. No engineers chasing missing information.
Learn about escalation managementIntegrations
Your ticketing stack, our agents — live from day one
We work inside the helpdesks, chat tools, and channels your users already use. No migration and no parallel inbox — our agents plug into Zendesk, Freshdesk, Intercom, Jira Service Management, and the rest of your stack from the first week, with escalations logged where your engineering team expects them.
Helpdesk & CRM
Zendesk
Gorgias
Freshdesk
Salesforce
HubSpot
Intercom
Channels
WhatsApp
Instagram
Messenger
Gmail
Trustpilot
Slack
Microsoft Teams
Internal tools
Jira
Notion
Trello
Asana
Linear
Zapier
Results our clients count on
0.0%
Customer satisfaction score
<0 hour
Average first response time
0–95%
First-contact resolution rate
<0%
Annual agent turnover
For a plain-language explanation of what L1 covers in practice, see what first-line technical support means in practice.
We manage first-line technical support for hardware and machine manufacturers and software vendors across Europe, the US, and Canada. Our clients' engineering and second-line teams receive only the contacts that genuinely require their expertise — everything else is resolved at first contact by our trained agents.
Why hardware and software companies choose us
We build and maintain our own software
Most outsourced support providers run on tools they license from someone else. We build and maintain most of the applications we use ourselves. Our contact centre platform — the system our agents work in every day — is our own software, currently around 500,000 lines of code and under continuous development. We understand release cycles, bug triage, documentation debt, and the tension between support demand and development capacity from the inside — not as observers of other companies' products.
We learn your product properly before going live
We do not put agents on live contacts until they can demonstrate genuine product knowledge. Training covers your documentation, your known issues, your most common failure modes, and your escalation logic. We test agents before go-live. This takes longer than the industry standard. It also means your users never encounter an agent who does not know what they are talking about.
Native-language support across eight languages
Technical support quality degrades significantly when agents are working in their second language — particularly under the pressure of a complex troubleshooting conversation. Our agents are native speakers in their respective languages. Users in Germany, France, the Netherlands, and Spain are supported by someone who communicates naturally in their language and understands their technical vocabulary.
Structured escalation that protects your team
Every escalation we pass to your second-line team includes a structured note: problem description, system information, troubleshooting steps already taken, and the specific reason for escalation. Your engineers do not spend time on contacts that should have been resolved at first contact, and they do not waste time chasing missing information on the contacts that do reach them. Read more about our approach to escalation management.
Product knowledge that builds over time
Our annual agent turnover rate is under 3%. In technical support, where product knowledge takes months to develop, low turnover is a direct quality advantage. The agents handling your users today are still handling them in twelve months — and they are better at it because they have encountered more of your product's edge cases and failure modes.
Quality you can measure
Our quality framework scores every agent interaction across more than 20 checkpoints. You have access to the same real-time dashboard we do — nothing is hidden. We apply the same standards to technical support as we do to ecommerce customer service.
Are we the right fit for your business?
We work best with hardware and machine manufacturers and distributors and software vendors at a specific point in their growth. This section is here to save us both time — if we sound like a good match, let us talk. If we do not, we would rather tell you now.
We are a great fit if you…
Manufacture or distribute hardware or develop software with end users who contact you for support
Handle between 50 and 2,000 first-line technical support contacts per month
Need to protect your engineering or second-line team from first-line support volume
Sell into two or more European markets and need native-language support — Dutch, English, French, German, Spanish, Italian, Portuguese, or Arabic
Have clear product documentation or are willing to develop it during onboarding
Need structured escalation — complete handoffs that give your L2 team everything they need
Are launching in a new market and need multilingual L1 support from day one
Want 24/7 coverage without building a shift operation internally
We are probably not a fit if you…
Handle fewer than 50 technical support contacts per month — at this volume, a part-time internal resource is likely more cost-effective
Have a highly proprietary product with minimal documentation and no capacity to invest in a thorough onboarding process
Need agents embedded in your engineering team or physically on-site
Require L2 or L3 support — we provide first-line support only, with structured escalation to your specialist teams
Are looking for a pure cost reduction rather than a quality-driven operation
Need support in languages outside our current eight — Dutch, English, French, German, Spanish, Italian, Portuguese, and Arabic
Not sure which side of the table you are on?Tell us about your product and your current support setup. We will give you an honest answer.
Need outsourced ecommerce customer service instead, or compare both services?
Frequently asked questions about outsourced technical support
Can outsourced agents really understand our product well enough to provide technical support?
Yes — with the right onboarding process. Before our agents handle any live contacts, we build a comprehensive knowledge base from your documentation, conduct working sessions with your technical team, and create troubleshooting guides and decision trees specific to your product. Agents are tested on product knowledge before going live. The depth of knowledge our agents develop depends on the quality of onboarding — which is why we invest heavily in it and take the time needed to do it properly.
What is first-line technical support?
First-line technical support — also called L1 support — is the first point of contact for users experiencing issues with a product. At the first line, agents handle installation questions, configuration issues, basic troubleshooting, account queries, and product FAQs. Contacts that cannot be resolved at first contact are escalated to a second line with greater technical expertise. Effective first-line support resolves the majority of user contacts without escalation, protecting the time of second-line engineers and specialists.
How do you handle escalations?
Escalation is governed by a set of triggers defined during onboarding — specific issue types, complexity thresholds, or user profiles that require second-line involvement. When an escalation is triggered, our agent collects all required diagnostic information, documents the troubleshooting steps already taken, and writes a structured escalation note before passing the contact to your second-line team. Your engineers receive complete context — no follow-up calls chasing missing information, no users repeating their situation from the beginning.
How long does onboarding take for technical support?
Technical support onboarding typically takes three to six weeks — longer than our ecommerce onboarding because product knowledge is more complex and more critical to quality. This covers documentation review, knowledge base build, troubleshooting guide creation, escalation path definition, ticketing system integration, and agent training and testing. For products with extensive documentation or complex failure modes, we take the time needed to get it right. Going live before agents are properly prepared creates problems that take months to fix.
Ready to free your team from first-line support?
Tell us about your product, your current support setup, and where your team is spending time they shouldn't be. We will come back with a clear picture of how we would handle your first-line technical support — and what it would take to get started.
No obligations. No sales pitch. Just a straight conversation.
Serving hardware and software companies since 2014 · EU-based infrastructure