L3 Tech Support icon L3 Tech Support

Overview

Level-3 support is for complex issues that require senior engineering depth: analysis, forensics, or specialist integrations. These are tasks where standard support isn’t enough, and experience with architecture, scaling, or recovery makes the difference. We’ll scope each job with you and agree a fixed fee before starting.

Typical areas include:

  • Rescuing failed Exchange/IMAP migrations
  • Kernel or storage tuning for high-volume mail
  • Complex DNS/mailflow debugging
  • Recovery after unsupported changes or failed patches
  • Custom integrations (auth, logging, monitoring)

Billing is POA, with work typically logged in 15-minute increments. For urgent break/fix incidents, see Emergency Support (no-fix-no-fee).

What’s included

  • Direct access to senior engineers with deep technical experience
  • Scoped and quoted per job with clear deliverables
  • Fair billing in 0.25-hour increments where applicable
  • Remote first; on-site by arrangement
  • Capacity caps keep response times predictable

Good for

  • Complex migrations
  • Performance tuning
  • Forensics & recovery
  • Custom integrations
  • Deep protocol debugging
  • 15min-increment
  • l3
  • poa
  • specialist
  • support

Details

Lead time:
Within 24 hours
Billing:
Per job (quoted)
From:
£45.00 p/15 min

Support (Retained)

…

From scaffolds to band-aids — on standby when you need us.

Retained support gives you a standing window for routine care and fast help when you need it. It keeps the small but important work moving and, should an urgent problem arise, gives you a named engineer who already understands your stack and constraints.Choose a plan that fits how you operate: Retainer (Lite) includes 45 minutes each month for housekeeping and small requests; Retainer (4 seat) includes 1.5 hours; Retainer (8 seat) includes 3 hours; Retainer (16 seat) includes 7.5 hours. Additional time is billed in 15-minute blocks (£20) and retained clients queue-jump ad-hoc work. Typical use includes patching, plugin updates, certificate renewals, mailbox/admin changes, light user support, and quick advice (e.g., Wi-Fi placement or a tidy migration plan).Many of the “fire-drills” we’re called to fix stem from drift: missed patches, stale plugins, untested changes, or unclear ownership. The cost isn’t just the fix; it’s downtime, lost momentum, and follow-on rework. A retainer doesn’t remove incidents, but it makes them rarer and shorter because routine work is handled and context is known.Plans: Retainer (Lite) is a month-to-month service. Retainer (4/8/16 seat) has a 3-month minimum. No rollover.Extras are billed in 15-minute blocks at £20 (effective £80/h).

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