Technical support

At Nearshore Republic, our Technical Support services are designed to provide comprehensive, efficient, and reliable assistance to ensure the seamless operation of your software systems. While we focus on remote support, our team delivers high-quality service across multiple platforms, technologies, and client needs. Below are the details of how we offer technical support, along with the tools and options we utilize:

What we offer:

Remote Support and Troubleshooting

Since we do not offer on-site support, our technical support team excels in providing robust remote assistance through advanced tools and methodologies.

Remote Desktop Assistance: We use tools like TeamViewer, AnyDesk, and Microsoft Remote Desktop to access client systems securely and troubleshoot issues in real-time.
Live Chat & Ticketing Systems: Our team leverages systems like Zendesk, Freshdesk, and Jira Service Desk to manage support tickets and provide immediate assistance. We ensure prompt responses and real-time chat support for urgent queries.
Incident Management: We use ITIL-based systems for incident management to identify, log, and resolve issues quickly. Tools like ServiceNow help us follow best practices for incident resolution.

Software and System Maintenance

Technical support at Nearshore Republic is not just about fixing problems when they arise; we proactively maintain your systems to prevent issues from occurring.

Automated Monitoring & Alerts: Using Nagios, New Relic, and Zabbix, we monitor system performance 24/7. These tools provide automated alerts for any potential system issues, ensuring quick detection and resolution.
Patch Management: We deploy patches and updates using tools like WSUS and ManageEngine Patch Manager Plus to ensure your software is up-to-date and secure, with minimal disruption.
Database Maintenance: We offer regular database maintenance using MySQL Workbench and pgAdmin to ensure optimal database performance. We also manage backups using tools like AWS RDS and Azure Backup.

Security & Compliance

Our support services include strong security measures to safeguard your data and systems. We ensure that all necessary steps are taken to maintain high levels of security and compliance.

Firewall and Network Security: We implement and manage firewalls using Palo Alto, Fortinet, and Cisco ASA to protect your infrastructure from cyber threats.
Regular Security Audits: We conduct frequent security audits and vulnerability assessments using tools like Nessus and Qualys.
Data Backup and Recovery: In the event of a system failure or data breach, we have disaster recovery processes in place. We utilize backup solutions like Veeam and Acronis to ensure data integrity and restore functionality quickly.

Software Support Across Technologies

Our technical support spans a wide range of technologies and platforms, including web and mobile applications, enterprise software, and cloud-based systems.

Web & Application Support: We provide expert assistance for custom-built software as well as platforms such as Odoo, Magento, and WordPress. We also troubleshoot integration issues with APIs and third-party services.
Mobile Application Support: For mobile apps, we offer specialized support for both iOS and Android platforms, addressing issues related to performance, compatibility, and security.
Cloud Infrastructure Support: We manage and troubleshoot cloud-based environments, including those hosted on AWS, Azure, and Google Cloud.

Support for Development Teams

Nearshore Republic also provides support specifically geared towards development teams. Whether you're facing issues with code or need help setting up a dev environment, we’ve got you covered.

Code Review and Debugging: We assist with identifying bugs and optimizing code using tools like GitLab, Bitbucket, and SonarQube.
CI/CD Support: We manage and maintain Continuous Integration/Continuous Deployment pipelines using Jenkins, CircleCI, and GitHub Actions, ensuring a smooth deployment process.
Version Control & Collaboration Tools: We provide support for version control systems like Git and Subversion to help teams collaborate more efficiently.

Client-Focused SLAs (Service-Level Agreements)

To provide clarity and assurance, we offer customizable SLAs that guarantee certain levels of performance and response times. Our SLAs include:

Response Time: We offer quick response times based on the urgency of the issue, with priority handling for critical incidents.
Resolution Time: We ensure that common issues are resolved within a predefined timeframe, with escalations for more complex issues.
Uptime Guarantees: For systems that require constant availability, we offer SLAs that guarantee a certain percentage of uptime, typically 99.9%.

Reporting & Analytics

We believe in transparency and continuous improvement. Our reporting services provide you with insights into the health of your system and the performance of our technical support.

Monthly Reports: Using tools like Power BI and Google Data Studio, we generate detailed reports that outline system performance, support ticket statistics, and resolution times.
Customer Satisfaction Surveys: We use post-support surveys to gather feedback, ensuring that we continuously improve our support processes.

At Nearshore Republic, our Technical Support services are designed to keep your systems running efficiently, securely, and without disruption. With a focus on remote support and proactive maintenance, we use industry-leading tools and technologies to address your needs and minimize downtime, helping your business stay on track.