Ensuring Reliability
Support
SLA-driven support that ensures continuity, compliance, and confidence across every Invenger deployment.
Knowledge Base
Centralized product documentation, configuration walkthroughs, and solution libraries built from real customer queries. Designed for clarity and immediate application.
Ticket Lifecycle
From submission to resolution, every ticket is tracked through defined SLAs, ownership transitions, and post-resolution review ensuring traceability and satisfaction.
Remote & Live Assistance
Live chat, video, and secure session links for faster issue diagnosis and solution rollout. Integrated with Invenger’s monitoring and client portal systems.
Governance & Audit
Structured logging, access control, and SLA audits to ensure data integrity and compliance across every support engagement.
Escalation Tiers
L1 handles initial triage, L2 manages configuration-related issues, and L3 focuses on deep investigation and code-level fixes — maintaining continuity throughout.
SUBMIT
Log issues through the client portal with clear context, impact, and evidence for accurate categorization.
DIAGNOSE
Triage by severity and scope, assigning specialists based on category and business impact.
RESOLVE
Direct fixes or patch releases with validation from QA and engineering checkpoints.
VERIFY
Client confirmation, closure documentation, and knowledge base updates to prevent recurrence.