Reliable. Scalable. Always On.
Our Network Support Center operates on a tiered support model designed to deliver efficient, expert-driven service while minimizing downtime and maximizing operational performance. Whether you’re a growing business or a large-scale enterprise, our support structure ensures the right level of assistance—when and where you need it.
Tier 1 – Frontline Helpdesk Support
Your first point of contact for all network-related issues.
- 24/7/365 availability
- Basic troubleshooting (connectivity, password resets, device access)
- Ticket logging, triage, and escalation
- Remote user assistance (email, VPN, printers, etc.)
- SLA tracking and performance metrics
Fast response, issue filtering, and customer-focused care.
Tier 2 – Advanced Technical Support
Hands-on support from experienced network technicians.
- In-depth diagnostics and root cause analysis
- LAN/WAN troubleshooting
- Router/switch/firewall configuration issues
- Escalation management and vendor coordination
- Proactive monitoring & alert response
Resolves 80%+ of issues without Tier 3 escalation.
Tier 3 – Expert Engineering & Escalation Support
Highly specialized network engineers and architects.
- Complex infrastructure issues
- Network redesign and optimization
- Integration with third-party platforms and cloud environments
- Security assessments and incident response
- Strategic planning and capacity management
High-level expertise to handle mission-critical systems.
What makes OBT the right choice?
Streamlined Escalation: Clear, efficient handoff from one tier to the next
Data-Driven Performance: Regular analytics and reporting to improve response
Secure Operations: Adherence to ITIL, ISO, and industry-standard practices
Custom SLAs & Flexible Plans: Support tailored to your business needs
Make it right by selecting these add-ons
- On-site technician dispatch
- Managed Services (Premium)
- Cloud & hybrid infrastructure support