SLA-based support operations
₹ 20,000Service Duration: 3 months
Application Type: Database Server
Maayan Technologies delivers end-to-end SLA-Based Support Operations as a managed service to help businesses run stable, scalable support with strict SLA adherence and full operational governance. We take ownership of the complete support operation SLA design, staffing, shift planning, training, workflow setup, multi-channel handling, QA monitoring, escalations, reporting, and continuous improvement so you can meet response and resolution targets without building internal operations.
Our SLA-based operations support customer care and technical support (L1/L2) across voice, email, chat, WhatsApp (optional), social support (optional), and ticketing/ITSM platforms. We manage processes such as ticket triage, order/billing support, complaint handling, returns/refunds coordination, onboarding support, retention follow-ups (optional), and escalation management, with complete tracking and closure governance in CRM/helpdesk systems.
Maayan Technologies establishes SLA frameworks using priority/severity matrices, escalation rules, response templates, SOPs, QA scorecards, and KPI dashboards. We run regular governance cadences (daily/weekly MIS + monthly reviews) to improve performance and reduce SLA breaches tracking metrics like SLA compliance %, FCR, MTTR, AHT, ASA, backlog/aging, reopen rate, and CSAT/NPS (if enabled). Optional 24x7 coverage and multilingual delivery are available for global time zones.
Key Highlights
End-to-End Managed Support Operations with SLA Governance
Priority/Severity Matrix + Escalation TAT + Backlog Control
Multi-Channel Support + CRM/ITSM Integration
QA Monitoring, Coaching Continuous Improvement
KPI Dashboards + Daily/Weekly MIS + Monthly Reviews
Scalable Teams + Optional 24x7 Multilingual Support
Service Type: SLA-Based Support Operations (End-to-End Managed Service) Operations Scope: Staffing, Shift Planning, Multi-Channel Handling, Ticketing, Escalations, QA Monitoring, Reporting, Continuous Improvement Channels: Voice / Email / Chat / WhatsApp (Optional) / Social Support (Optional) / Ticketing Portal Process Coverage: Customer Support, Technical L1/L2, Ticket Triage, Complaint Handling, Order/Billing Support, Returns/Refunds, Onboarding Support, Retention Follow-ups (Optional), Escalation Management SLA Coverage: First Response Time, Resolution TAT, Update Cadence, Escalation TAT, Quality Targets, Backlog/Aging Targets Shift Coverage: 8x5 / 12x6 / 24x7 (As Per Contract) Customer Type: B2C / D2C / B2B / SaaS / Enterprise (As Required) Languages Supported: English, Hindi, Tamil + Regional Languages (On Request)
Tools/Platforms: ServiceNow / Jira Service Management / Zendesk / Freshdesk / Salesforce / Zoho (Client Tools or Provided) | IVR/ACD/Dialer (Optional) Quality Framework: QA Scorecards + Call/Chat Monitoring + Ticket Audits + Coaching + Compliance Checks + RCA Reporting: SLA Compliance %, FCR, MTTR, AHT, ASA, Abandon Rate, Backlog/Aging, Reopen Rate, CSAT/NPS (If Enabled), Productivity MIS Governance: Daily/Weekly MIS + Monthly Reviews + Continuous Improvement Plan Security Compliance: NDA + Role-Based Access + Data Handling SOPs + Audit Trails + Call Recording (Optional)
Engagement Model: Per Seat (FTE) / Per Hour / Per Ticket / Per Interaction / Fixed Monthly / Hybrid Minimum Order: 1 Process / 3 Seats (Recommended for Ops) Service Location: India Delivery + Global Time Zone Support (USA/UK/GCC/APAC)