Application support

Helpdesk for software-related issues, product monitoring, and user access, delivered to severity-based SLAs.

Helpdesk that keeps applications running for your users

Radiantze application support functions as a helpdesk for software-related issues such as product monitoring alerts, user access, how-to requests, defects, and day-to-day disruptions across nominated applications.

Tickets are logged and triaged by severity in your ITSM tools, with L1 through L3 depth and resolution clocks agreed for the engagement.

Application support specialist on a headset assisting users from the helpdesk

Severity service levels

Resolution targets by severity

Radiantze helpdesk classifies each ticket by severity and works to these resolution targets. Targets can be tuned with your service owners when the engagement starts.

Basic

Level 1

48 hours

Standard issues and routine user requests. Resolution target within 48 hours.

Elevated

Level 2

24 hours

Elevated issues that slow work or affect a group of users. Resolution target within 24 hours.

Critical

Level 3

20 to 30 min

Critical issues with severe disruption or access loss. Resolution target within 20 to 30 minutes.

L1 Helpdesk

First response for software-related issues including user access problems, how-to guidance, product alerts, and ticket logging in your ITSM tool.

  • Single point of contact for application users
  • User access, passwords, and basic product issues
  • Severity tagging against the Level 1 to Level 3 SLA model

L2 Application support

Functional diagnosis for application defects, configuration issues, monitoring alerts, and workflow errors that need deeper product knowledge.

  • Reproduce, diagnose, and resolve within severity SLAs
  • Product monitoring follow-up when alerts need human investigation
  • Handoff to L3 or product teams with full context

L3 Specialist support

Deep technical investigation for complex defects, integrations, and critical outages that need immediate or specialist attention.

  • Root-cause analysis with development and platform teams
  • Critical severity path toward 20 to 30 minute resolution
  • Documentation so the same issue resolves faster next time

Partnership

Helpdesk outcomes for users and IT

Users reach a capable helpdesk, severity drives the clock, and internal teams see clear reporting.

  • Coverage for monitoring alerts, access problems, and software defects.
  • Severity SLAs of Level 1 in 48 hours, Level 2 in 24 hours, and Level 3 in 20 to 30 minutes.
  • Escalation across L1-L3 with full ticket context in your ITSM tool.

Radiantze capabilities

Ticket intake & triage

Requests logged by phone, email, or portal with severity assigned from the start.

User access & product monitoring

Access requests, permissions, and monitoring alerts that need a human response.

Functional & technical support

Level 2 and Level 3 investigate defects, configuration issues, and critical outages.