Storage / NAS Technical Support
Reliable L1 & L2 NAS and Router Support at Global Scale
85% average resolution rate
01
Overview
A NAS technology provider required global end-user technical support covering storage, backup, applications, and hardware layers.
02
The Challenge
Complex storage issues, diverse application environments, and strict SLA expectations demanded deep technical expertise.
03
Our Solution
A structured multi-tier support framework was implemented.
L1 and L2 NAS and router support
RAID, backup, and hardware troubleshooting
24×7 monitoring with SLA-driven workflows
Knowledge base and SOP creation
04
Key Results
01
85% average resolution rate
02
Response SLA above 95%
03
CSAT consistently above 4.5/5
04
Reduced escalations and reopen rates
05
Conclusion
"The engagement delivered dependable global NAS support with high accuracy, strong SLAs, and improved customer confidence."
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