CALL IT DEV provides outsourced technical support across all tiers — L1 triage, L2 troubleshooting, L3 engineering escalation. Coverage for SaaS, telecom, IoT, fintech, e-commerce, and hardware, delivered from Casablanca and Kénitra. Languages, hours (including 24/7 if needed), service levels and rates are set in a written proposal after review of your need.
Support levels are scoped with you: L1 for first-line requests such as access and password issues, L2 for deeper troubleshooting and configuration, and escalation to your own engineering team for L3 cases. The split is set in the written proposal.
Our technicians are trained on the environment you use: operating systems, cloud and SaaS applications, business software, mobile devices and network access. The scope is listed in the written proposal.
Agents can work in your ticketing or ITSM tool with the access you grant. How tickets, escalations and reporting flow is agreed with you before the start.
Response and resolution targets per priority level (P1 to P4) are defined with you and written into the proposal and the service agreement, based on your volumes, hours and tools.
Coverage is agreed per need: business hours, extended hours or 24/7, staffed with additional seats. Production is run from our Morocco sites; the exact schedule is confirmed in the written proposal.
Remote sessions use the remote-support tools you approve. Whether sessions are logged or recorded, and for how long, is defined with you in the written proposal and the data processing agreement.
Personal data processing, access rules and security measures are defined in the written proposal and the data processing agreement signed with you. We do not claim any certification.
CALL IT DEV — Software, AI and dedicated tech teams — Casablanca | Kénitra — contact@callitdev.com — +212-537-373777