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SHEET / 01 — SERVICES

Nearshore support and development, built for scale

Three core offerings—Tech Support, Customer Service, and Developers—delivered as a reliable remote/nearshore partner. Clear scope, fast onboarding, measurable SLAs, and communication that keeps your team in control.

SERVICE METRICS

Performance you can plan around

Clear expectations matter in nearshore work. These benchmarks reflect how we run support and delivery: fast onboarding, consistent responsiveness, and a service model built for long-term partnerships.

24–48H

ONBOARDING

From first call to a confirmed plan, tooling access, and a named point of contact.

99.5%

SLA TARGET

Operational uptime and ticket handling goals aligned to your hours and priorities.

<2 MIN

FIRST RESPONSE

Typical initial acknowledgement time for live queues and high-priority requests.

3

SERVICE LINES

Tech Support, Customer Service, and Developers—one partner, one operating cadence.

SCALE 1:1

MEASURED Q4

REV 01

FAQ — SERVICE DETAILS

Answers on scope, SLAs, onboarding, and delivery

Get clear, operational details on how TechNearshore works across Tech Support, Customer Service, and Developers—so you can scope confidently, set expectations, and start with a plan.

Q-01

How do we get started with TechNearshore?

Start with a short intake on your goals, tools, and current pain points. We’ll schedule a discovery call, confirm the scope and success metrics, then share a written onboarding plan (timeline, owners, and next steps) before work begins.

Q-03

Do you offer SLAs and defined coverage hours?

Yes. For support and service operations, we can define coverage windows, response and resolution targets, escalation paths, and reporting cadence. We’ll align SLAs to your customer expectations and internal workflows, then review performance regularly.

Q-05

Can you integrate with our tools and workflows?

Absolutely. We routinely work inside client environments—ticketing, chat, CRM, knowledge base, and monitoring—so your team has continuity and visibility. During onboarding we map processes, permissions, and handoffs, then document everything clearly.

Q-02

How do you staff Tech Support, CS, and Developers?

We match talent to the work: support specialists for help desk and troubleshooting, service reps for customer communications and CX, and developers for build and integration tasks. You’ll know who’s assigned, who leads, and how to reach them.

Q-04

How is pricing structured?

Pricing depends on service type and engagement model—retainer for ongoing support, monthly capacity for customer service, or project-based for development. After scoping, we provide a clear quote with what’s included, assumptions, and options to scale.

Q-06

What if priorities or scope change mid-engagement?

Changes are handled transparently. We’ll document the requested update, confirm impact on timeline and cost (if any), and get approval before shifting work. That keeps delivery predictable while still giving you flexibility as needs evolve.

DOC / 04 — SERVICE INTAKE

Send your brief. Get a clear plan.

Tell us what you need across Tech Support, Customer Service, or Developers. We’ll review your goals and constraints, then respond with next steps and a practical scope—fast, direct, and no runaround.

RESPONSE ≤ 48H

NDA AVAILABLE

REV 04

S-01 — FIRST MILESTONE

Confirm requirements, success metrics, and owners—then deliver an actionable scope, timeline, and pricing options.

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