L1 Application Support
Aware’s L1 Application Support goes beyond basic helpdesk outsourcing. We provide Thailand-based, bilingual agents trained in ITIL and backed by a mature operations framework used by leading enterprises across APAC. From 24×7 monitoring to SLA-backed response targets, you gain a partner who speaks your language—literally and operationally.
Comprehensive IT Service Solutions for Seamless Support and Performance Excellence
This comprehensive support solution encompasses fast response times, seamless escalations, and transparent reporting, ensuring the smooth operation of your applications. By providing managed or fully outsourced services, this support extends across multiple channels, including email, phone, portal, LINE, and Teams, catering to diverse industry needs. With a focus on ITIL alignment and proactive monitoring, these services deliver a seamless support experience aimed at optimizing your operational efficiency.
Remote Level 1 Customer Support
Aligned with the ITIL framework, the Remote Level 1 Customer Support acts a single point of contact and resolution.
24×7 Monitoring & Alerting
The 24x7 Monitoring & Alerting service offers proactive detection, noise reduction, and intelligent escalation.
24×7 Support Operations
The 24x7 Support Operations in Thailand can be managed or fully outsourced and are staffed with professional English-speaking agents.
Training & Consulting
The Training & Consulting services aim to enhance team skills and optimize service operations through AI, BI, Automation and Process Improvement.
Tailored Support Services Just for You
The L1 Application Support services offered in Thailand are meticulously tailored to meet your specific needs, ensuring that your applications run seamlessly. Whether it’s remote Level 1 Customer Support or helpdesk assistance, our goal is to provide personalized, reliable support that aligns with your operational requirements.
With an emphasis on agility and responsiveness, we offer bespoke solutions that cater to your individual demands, setting a solid foundation for your support needs to evolve alongside your business. Our approach is not about generic fixes but about delivering what works best for your unique operational landscape, maintaining a high level of service quality with every interaction.
Aware Deliver
The 2 to 4-week onboarding process:
- Service Charter: scope, SLAs, RACI, severity/impact, comms plan.
- Tooling setup: ticketing, alerting, channels, access controls
- Playbooks: runbooks, KB articles, escalation paths & vendor contacts
- Go‑live checklist, pilot window, and success criteria
- L1 operations per agreed SLAs (BH/16×5/24×7)
- Weekly operations update; monthly SLA report (volumes, CSAT, trends)
- RCA for major incidents (e.g., within 3–5 business days)
- KB growth targets & continuous improvement backlog
Remote Level 1 Customer Support
Embedded within ITIL framework-aligned processes, our support model ensures a seamless escalation path to L2/L3 support, offering:
- SPOC for requests, incidents and queries
- Ticket intake and resolution
- Knowledge-base and runbook
- Email, portal, Line, OA, Teams/Slack Integration
24×7 Support Operations
Our support operations feature professional English-speaking agents with Thai language support as needed and encompass:
- Follow the Sun, or Thailand-based shifts
- Weekend and holiday coverage
- Named Service Manager, shift leads & QA for consistent CX
- ITIL governance: RACI, comms matrix, severity & impact model
- Dedicated FTEs, shared pool, or hybrid team structures
- After‑hours on‑call and vendor coordination
24×7 Monitoring & Alerting
The solution features proactive detection capabilities, noise reduction functionalities, and intelligent escalation protocols for efficient issue resolution.
- Integrations: CloudWatch, Prometheus/Grafana, Datadog, Elastic, Azure Monitor
- Alert triage with correlation to KEDB/known issues
- Auto‑ticket creation with business impact tagging
- Health dashboards; MTTA/MTTR trend insights
- Weekly summaries & continuous tuning of alert rules
Training & Consulting
Our storage solutions grow with your business. From object and file storage to high-speed archival systems, we deliver enterprise-grade, scalable, and secure options. Above all, we ensure that your data remains accessible and protected.
- Process & Service Improvement
- ITSM – Atlassian Jira Service Management:
- Data lifecycle management
- Easy integration with apps and platforms
Packages & Sample SLA Targets
| Package | Coverage | Sample Response Targets* | Reporting |
|---|---|---|---|
| Business Hours (BH) | Mon–Fri, 09:00–18:00 (ICT) | P1: 30m • P2: 2h • P3: 4h • P4: 1 BD | Monthly |
| Extended (16×5) | Mon–Fri, 08:00–24:00 | P1: 20m • P2: 1h • P3: 3h • P4: 1 BD | Weekly + Monthly |
| Premium (24×7) | 24×7/365 | P1: 15m • P2: 45m • P3: 2h • P4: 1 BD | Weekly + Monthly + Major Incident RCAs |
FAQs
Typical onboarding is 2–4 weeks including playbooks. Accelerated ramps available.
Yes—Jira Service Management, ServiceNow, Zendesk, Freshdesk; plus Datadog, Grafana/Prometheus, CloudWatch, Elastic.
Minimal data usage, least‑privilege access, audit trails, and NDA‑bound staff.
Yes. We staff bilingual agents across shifts.
We can add L2 on retainer and coordinate with your L3 or vendors for escalations.
Accordion Dedicated (per‑FTE), shared (per‑ticket/retainer), or hybrid. We propose the most cost‑effective model after discovery.
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