Technical support outsourcing: L1 and L2 teams
Trained support agents resolve tickets in your tools, follow your troubleshooting paths and escalate to your engineers with a complete case.
Actigy BPO provides technical support outsourcing as a nearshore business process outsourcing (BPO) company headquartered in Prague, Czech Republic. Support agents handle level 1 (L1) and defined level 2 (L2) tasks in approved tools. A process audit precedes a paid pilot of one support queue. Client engineers keep level 3 (L3), production changes and root access.
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Bring sample tickets, approved troubleshooting steps and a named lead engineer.
Your product rules · Defined access · Pilot before scale
Key takeaways
- Actigy BPO delivers from teams in Bulgaria, Romania, Poland and Ukraine.
- Every Actigy BPO engagement starts with a process audit and a paid pilot.
- L1 and defined L2 work follow approved troubleshooting and escalation rules.
- Client engineers retain code, production changes and security-incident authority.
| Service | Managed L1 and defined L2 technical support |
|---|---|
| Who it is for | Product and operations teams with repeatable support queues |
| Delivery locations | Bulgaria, Romania, Poland and Ukraine |
| Coverage | Business hours through 24/7, as agreed in scope |
| Pricing model | Usually per full-time equivalent (FTE) by role; written quote after audit |
| Typical start | Pilot usually 2 to 4 weeks after audit, subject to access, training and approvals |
How Actigy BPO runs L1 and L2 support
Actigy BPO support agents follow the client's standard operating procedures (SOPs) and escalation rules in the client's tools. L1 handles known issues; L2 investigates within approved diagnostic paths. A tier label does not grant permission to change production systems.
| Tier | Actigy BPO scope | Client ownership |
|---|---|---|
| Tier 0 | Approved knowledge-base maintenance and self-service workflows | Approves product guidance and automation |
| L1 | Triage, account-access steps and known-issue guidance | Approves identity checks and resolution rules |
| L2 | Approved checks, bug tests and log collection | Defines access limits and accepts unknown issues |
| L3 | Case evidence and approved customer updates only | Owns code fixes, system changes and security incidents |
An escalation packet includes steps to reproduce the issue, allowed logs, versions, environment and customer impact. Name the receiving engineer and customer-update owner. Support agents stop at access limits instead of trying unapproved fixes to close tickets.
What does technical support outsourcing cost per agent?
Actigy BPO prices most services per FTE by role and sends a written quote after the audit. Cost depends on ticket type, shifts, training and team roles. Include work retained by client engineers when comparing suppliers. An FTE planning estimate is not a quoted hourly or per-ticket rate.
| Model | What you buy | Check before comparing |
|---|---|---|
| Per hour | Defined time worked or reserved | Paid time, minimums, team lead, training and shift fees |
| Per FTE | Monthly staffing for an agreed role mix | Shifts, time on tasks, team lead and quality assurance (QA) |
| Per ticket | A defined unit of support work | Case types, reopens, transfers and what counts as resolved |
The BPO Cost per FTE benchmark (2026) contains historical monthly L1 and L2 planning estimates. It was published August 9, 2026, using 2025 and 2026 inputs. Match the role and standard local business-hours assumption.
The model is not a current market-price survey or service quote. Its low and high values are model outputs, not measured market bounds. Historical confidence labels are not independent price verification. The published files do not provide every input needed to reproduce each estimate. Transition, software passed through to the client, travel and ramp costs need separate review.
Compare cost per support ticket using the same resolution definition and retained costs. The BPO pricing guide explains further quote components.
Is in-house or outsourced technical support a better fit?
Actigy BPO fits when repeatable tickets have approved troubleshooting paths and named handoff owners. Actigy BPO is not the right fit when most tickets need code changes or unrestricted access. Managed support adds agreed supervision and QA but still needs client product knowledge. Compare full costs and retained duties.
| Decision | Actigy BPO managed team | In-house team | Freelancers |
|---|---|---|---|
| Daily work | Manages the agreed queue | Client directs employees | Client assigns work |
| SOP ownership | Client owns SOPs | Client owns procedures | Confirm documentation ownership |
| QA | Maker-checker review and sampling | Client supplies a team lead | Client supplies or contracts review |
| Coverage | Agreed shifts and channels | Recruitment and absence cover | Confirm individual availability |
| Start | Audit, then paid pilot | Hiring and training | Selection and onboarding |
| Pricing | Usually per FTE by role | Pay plus operating costs | Contracted rate and scope |
| Exit | Client-owned SOPs support transfer | Internal handover | Confirm knowledge transfer |
Which industry workflows can move into scope?
Actigy BPO scopes technical support by product workflow, not an industry label alone. The audit tests product knowledge, access and handoff routes. Growing backlogs, repeated calls to engineers or reopened tickets can justify a pilot. Unclear rules need work before a queue moves into managed delivery.
SaaS
SaaS support outsourcing covers software as a service access, configuration and reproducible application issues. Engineers retain code changes.
Fintech
Financial technology support: approved access and product troubleshooting. Financial approvals and security decisions remain with the client.
Ecommerce
Ecommerce technical queues: approved platform and integration checks. Separate technical faults from order and refund decisions.
Telecom
Telecom support workflows: documented diagnostics and incident routing. Network changes require an authorized owner.
iGaming
iGaming support workflows: approved account and application checks. Payment, compliance and policy decisions stay with the client.
Technical support outsourcing for UK companies: what coverage fits?
Actigy BPO teams in Central and Eastern Europe cover the full UK business day and the US morning. Coverage can extend through 24/7 when scoped. Forecast tickets for email support and other channels by shift before staffing. A staffed queue still needs client engineers to accept urgent cases.
Plan launches, holiday peaks, weekends and outages separately. Agree notice, training, added staff and reduced shifts after peaks in writing. Release notes and incident rules must reach agents before they handle changed workflows. Do not assume instant staffing or unspecified language skills.
How do you onboard an outsourced SaaS support team?
Actigy BPO starts with a process audit of tickets, product knowledge, access and handoffs to engineers. A paid pilot tests one product or queue before more work moves. Include unknown issues, reopens and a suspected defect, not only routine tickets. Product readiness and client engineers set safe limits.
- Audit and scope. Agree products, channels, severity, roles, SOPs and measurable acceptance criteria.
- Select and train. Review sample tickets, approved logs, test systems and knowledge articles. Name handoff owners.
- Paid pilot with Actigy BPO. Start usually 2 to 4 weeks after audit, subject to access, training and client approvals.
- Review and scale. Correct gaps before expansion. Review additional products or shifts against the agreed SOP thresholds.
Actigy BPO's pilot process leaves SOP ownership and change approval with the client.
What Actigy BPO does not do in technical support
Actigy BPO does not take over engineering, production changes, root access or security-incident command in this service. Client owners retain product policy and final decisions. Support agents stop at the documented boundary and pass evidence to the authorized owner.
AI and automation boundaries
Artificial intelligence (AI) can support approved tagging, routing, drafts or self-service steps. Written scope must approve each use, with human review of every exception. Tools do not expand agent access or permit unapproved customer-data transfers.
Access and data controls
Role-based access, logging and segregation of duties apply to agreed client systems. General Data Protection Regulation (GDPR)-compliant delivery uses client-agreed locations and data-processing terms. Ukraine is outside the EU. The written scope names work locations, subprocessors and any transfer terms.
ISO 9001-aligned quality management. Aligned, not certified. SOC 2-aligned controls: role-based access, logging and segregation of duties. Aligned, not audited.
Confirm ticket-data limits, payment-data handling and incident routing before access. Review the security control summary. Separate information technology (IT) operations from help desk outsourcing for internal users and the white-label help desk for MSPs.
How do you outsource tech support without losing quality?
Actigy BPO uses maker-checker QA, sampling and written escalation rules to review support work. Agree scorecards and calibrate sample reviews with client owners. Track resolved cases and accepted handoffs, not closures alone. Monthly reviews examine recurring errors, fixes and changes to approved knowledge.
- Customer satisfaction (CSAT): positive survey responses within the agreed response sample.
- First-contact resolution (FCR): eligible cases resolved without a further contact, using agreed exclusions.
- Reopen rate: closed cases reopened within the defined review period.
- Escalation accuracy: cases sent to the correct owner with required evidence and accepted handoffs.
- Backlog and response: ticket age and response against the scoped service-level agreement (SLA).
Use the technical support company comparison to shortlist teams, then test the same tickets. Review staff turnover planning alongside training and absence cover.
What does the ecommerce support case demonstrate?
The ecommerce customer-support case reports CSAT rising from 72.1% to 94.2% (Actigy BPO-reported). The engagement covered omnichannel customer support, not SaaS engineering or L2 troubleshooting. Its results do not predict technical support outcomes. Technical queues need separate tests of product knowledge, diagnostic access and escalation quality.
Source: the linked anonymized case study, reviewed October 2026. Engagement dates are not disclosed.
Results come from anonymized client engagements, are reported by Actigy BPO and are not independently audited. Results depend on scope.
Order and billing questions belong to customer support outsourcing. Technical queues need their own product, access and escalation tests.
L1 and L2 technical support for US SaaS companies
Actigy BPO fits US SaaS teams that need repeatable support work handled before it reaches product engineers. Agents follow approved troubleshooting steps, capture useful evidence and escalate defined L2 exceptions. Your engineers retain L3 investigation, production changes and root access. This is an operating team, not outsourced product development.
A launch creates more tickets than your team can resolve
Start with a product area or ticket type, approved diagnostic steps and escalation rules. Test handoffs with real client engineers during the pilot. Agree response targets by priority and staffed shift; a European team does not automatically provide full US-day coverage.
You need to replace a support vendor without losing knowledge
Actigy BPO can scope a handover around current tickets, knowledge articles, access and unresolved bugs. Keep a named owner for each open case and review reopened tickets during the transition. Use the SaaS support scope and internal IT help desk comparison to separate customer product support from employee IT.
Technical support outsourcing FAQ
What is technical support outsourcing?
Technical support outsourcing assigns approved product and application support to an external team.
Actigy BPO provides L1 and defined L2 support in client-approved tools. Agents follow troubleshooting paths and send unknown issues to named owners. The client retains engineering, production changes and root access. A process audit and paid pilot establish the permitted work, coverage, access and escalation rules before broader delivery.
What is the difference between L1 and L2 technical support?
L1 support handles initial triage and documented answers to known issues. L2 support investigates within approved diagnostic paths, including configuration checks, reproduction and permitted log collection. Neither label gives an agent unrestricted system access.
Unknown faults, code changes and production decisions go to client engineers. Define permitted actions, test environments and stop conditions in the written scope rather than relying on tier names.
Which support work should stay in-house?
Keep engineering judgment, code changes, production changes, root access and security-incident command with authorized client owners. The client also approves product policy, knowledge and final decisions. Outsourced agents collect evidence and prepare approved customer updates.
A queue dominated by undocumented issues needs product and process work first. Include retained engineering availability in staffing and cost plans; outsourcing does not remove that responsibility.
How fast can an outsourced technical support team start?
A pilot with Actigy BPO usually starts 2 to 4 weeks after the process audit. Access, training and client approvals affect readiness. The initial scope needs representative tickets, current knowledge and named escalation owners.
Test one product or queue, including reopens and unknown issues. Expansion follows agreed SOP thresholds. The start window describes a pilot, not completion of a full support transition.
Can Actigy BPO provide 24/7 technical support?
Actigy BPO can scope coverage from business hours through 24/7. The written plan must name channels, shifts, staffing and escalation availability. Coverage is not automatic for every product or language.
Review ticket patterns, weekends, holidays and peak periods before setting capacity. Client engineers and security owners need their own urgent-handoff coverage. A staffed support queue does not establish round-the-clock engineering availability.
How do you measure the quality of outsourced technical support?
Measure correct resolution, customer satisfaction, reopens, escalation accuracy and backlog alongside sampled QA scores. Define each denominator, time window, source and exclusion before the pilot. Calibrate ticket reviews with the client using the same scorecard.
A quick closure is not a useful result when the case reopens or reaches the wrong engineer. Review recurring errors and corrective actions at the agreed cadence.
How is technical support outsourcing priced?
Actigy BPO usually prices technical support per FTE by role after a process audit. Ticket complexity, coverage, training and supervision affect the written quote. Retained engineering and product ownership remain client costs.
Compare per-hour or per-ticket offers using the same scope, resolution rules and coverage. Historical planning models are not live quotes. Include transition, software, absence cover and exit work in the comparison.
Where are the support teams located?
Actigy BPO delivers from teams in Bulgaria, Romania, Poland and Ukraine. Central and Eastern European teams cover the full UK business day and the US morning. Later or overnight coverage needs an agreed shift plan.
Ukraine is outside the EU. The written scope identifies actual work locations, subprocessors and transfer terms. Location alone does not establish permission to access customer data or production systems.
How does AI fit into outsourced technical support?
AI can support approved tagging, routing, response drafts and self-service workflows. Each use needs approval in the written scope, with human review of every exception. Customer data stays within approved tools and access rules.
Automation does not grant production permissions or replace engineering and security decision owners. The pilot must test incorrect classifications, missing context and escalation failures, not only routine suggested answers.
How does Actigy BPO protect customer data and system access?
Actigy BPO works within client-approved systems, role-based access, logging and segregation of duties. The client approves permitted data, diagnostic steps and escalation boundaries before live tickets enter scope. Support access does not include unrestricted production authority.
Review work locations, subprocessors, transfer terms and incident paths in writing. Payment-data handling and product-specific restrictions need explicit review; general control statements do not establish suitability for every system.
Test one technical support queue
Share ticket volume, product versions, required languages and coverage. Define the permitted actions and engineering handoff before live work.
Actigy BPO provides written scope before a paid pilot. You approve scale.
Scope a pilot
What happens next
The team reviews the workflow before proposing a written scope. You decide whether to start a paid pilot after reviewing it.