Our Approach

Delivering Excellence Through Structured Support

Our Approach
Proactive Monitoring
Step 1

Proactive Monitoring

Utilize advanced tools to detect and address potential issues before they impact users.

Root Cause Analysis
Step 2

Root Cause Analysis

Conduct thorough investigations to identify and eliminate the underlying causes of incidents

Seamless Collaboration
Step 3

Seamless Collaboration

Work closely with L1 support for swift issue escalation and L3 for resolving complex problems.

Knowledge Management
Step 4

Knowledge Management

Maintain a comprehensive knowledge base for faster issue resolution and efficient knowledge transfer.

Customer-Centric Focus
Step 5

Customer-Centric Focus

Prioritize user experience and satisfaction through rapid and effective incident responses

Our Process

Organized and Efficient Handling of Support Services

Our Process
Incident Management
  • Ticket Logging: Incidents are logged with detailed information.
  • Resolution: A structured approach ensures efficient incident resolution.
  • Prioritization: Incidents are prioritized based on impact and urgency.
  • Communication: Regular updates are provided to stakeholders throughout the resolution process.
Our Process
Problem Management
  • Identification: Problem are identified from recurring incidents or significant individual incidents.
  • Resolution: Permanent solutions are implemented to prevent recurrence.
  • Analysis: In-depth analysis is conducted to find root causes
  • Documentation: Solutions and findings are documented in the knowledge base.
Our Process
Change Management
  • Request for Change (RFC): Changes are requested, reviewed, and approved before implementation.
  • Implementation: Changes are executed in a controlled manner.
  • Impact Analysis: Potential impacts of changes are assessed to minimize risk.
  • Post-Implementation Review: Changes are reviewed to ensure desired outcomes without adverse effects.
Our Process
Knowledge Management
  • Documentation: Detailed documentation of incidents, resolutions, and best practices.
  • Knowledge Sharing: Easy access to the knowledge base for quick reference and issue resolution.
  • Training: Regular training sessions keep the support team updated on new technologies and processes.
Why Choose Us

Why Choose Us

The Benefits of Our L2 Support Services

  • Minimized Downtime: Proactive monitoring and issue management reduce system downtime, ensuring high availability.
  • Increased Productivity: Efficient issue resolution keeps business operations running smoothly without interruptions
  • Cost Efficiency: Preventing major incidents and reducing downtime saves costs associated with lost productivity and emergency fixes.
  • Continuous Improvement: Regular feedback and root cause analysis drive ongoing enhancements in processes and systems.
  • Scalability: Robust processes and collaborative tools enable scalable support operations as your business grows.

What Our Customer Says

Kongsberg
Ted Abramsen

Director Product Engineering

Olav Revheim

Chief Executive Officer, Exebenus

Kongsberg Digital, Norway, has had the pleasure of collaborating with ShellSquare since 2016. Throughout this period, ShellSquare has consistently demonstrated capability, agility, and reliability.

We have worked together on several software development projects related to one of our product lines. In most cases, ShellSquare has provided engineering capacity under our management. In some instances, they have taken full responsibility for a specific feature or delivery. In both settings, ShellSquare has delivered professional services to our complete satisfaction. They have also been able to retain and allocate personnel in a way that has given us continuation and build-up of subject-matter expertise in the team.

Special recognition goes to CEO/CTO Arun Surendran for his invaluable supervision and mentorship of the team. His hands-on approach, combined with his extensive software engineering experience and domain knowledge, is reflected in ShellSquare’s overall deliveries.

We confidently recommend ShellSquare and look forward to continuing our collaboration with them in the future.

Contact Us

Get Started with ShellSquare L2 Support

Contact Us

Experience the benefits of our comprehensive
L2 support services and ensure the reliability &
efficiency of your IT systems. Contact us today
to get started.