Application Support
Aware’s Application Support goes beyond basic help-desk outsourcing. We provide Thailand-based, bilingual agents trained in ITIL and backed by a mature operations framework used by leading enterprises across the APAC region. 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 delivers fast response times, seamless escalation, and transparent reporting to ensure the smooth operation of your applications. By providing managed or fully outsourced services, this support spans multiple channels, including email, phone, portal, LINE, and Teams, to serve diverse industry requirements. With a focus on ITIL alignment and proactive monitoring, these services deliver a seamless support experience aimed at optimizing your operational efficiency.
Application Support
Aligned with the ITIL framework, L1 Application 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
Aware’s Application Support services are meticulously tailored to meet your specific needs, ensuring that your applications run seamlessly.
Whether L1 Application 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 levels, and communications plan
- Tooling setup: ticketing, alerting, communication channels, access controls
- Playbooks: runbooks, knowledge base articles, escalation paths & vendor contacts
- Go‑live checklist, pilot window, and success criteria
- L1 operations executed per agreed SLAs (Business Hours / 16×5 / 24×7 coverage)
- Weekly operations updates and monthly SLA reports (volumes, CSAT, trends)
- Root Cause Analysis (RCA) for major incidents (typically within 3–5 business days)
- Knowledge-base growth targets and continuous improvement backlog
Application Support
Our Level 1 Support services provide reliable, bilingual front-line assistance designed to keep your IT operations running smoothly.
- Bilingual agents trained under ITIL best practices to ensure consistent quality and fast resolution.
- Flexible services options: choose from dedicated, shared, or hybrid teams that scale with your business.
- Defined SLAs, a named Service Delivery Manager, and continuous performance reporting for full visibility.
- Support can be delivered through, email, ticketing portals, Line, or Teams.
- L2 support is available on retainer and can work with your L3 support teams or vendor.
24×7 Support Operations
Tailored 24/7 services, utilizing structured incident handling aligned with ITIL practices for swift issue resolutions and clear accountability measures for consistent service excellence:
-Support models aligned with your business hours — from local daytime shifts to global 24/7 operations.
- Incident Triage & Escalation (ITIL Framework),
structured issue handling with clear categorization, prioritization, and escalation to ensure rapid resolution.
- Clear accountability through RACI models, communication frameworks, and severity-impact mapping — ensuring consistency across all service operations.
- Routine system health reviews and preventive monitoring to identify and resolve potential disruptions before they occur.
- Transparent performance reporting, live SLA monitoring, and ongoing documentation updates to drive measurable service excellence.
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, Zabbix, Site24x7 and NewRelic
- 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
Upskill your teams and optimize service operations with tailored consulting and hands-on training in Thai or English.
- 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 (ICT) | 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 onboarding options available.
Yes — our team can seamlessly operate within your existing or client-hosted tools, whether they are commercial platforms or internally developed systems.
We adapt to your environment through a structured knowledge transfer process and ensure our agents follow your established workflows, configurations, and access controls.
Minimal data usage, least‑privilege access, audit trails, and NDA‑bound staff.
Yes. We staff bilingual agents across shifts.
Yes — we can provide L2 Application Support on a retainer basis and coordinate seamlessly with your L3 Application Support or vendor teams for escalations.
Our approach ensures a clear escalation path, effective collaboration, and consistent service continuity across support tiers.
We offer Dedicated (per-FTE), Shared (per-ticket or retainer), and Hybrid pricing models.
The most cost-effective option is proposed after our discovery phase to ensure the model aligns with your operational needs and ticket volume.
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- Harness two decades of digital innovation expertise.
- Unified solutions under one roof.
- The smart choice for seamless, accountable results.
