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 (Emergency)

…

For when it's all going horribly wrong

Emergency support is for when things have already broken — outages, blocked delivery, DNS or login failures, critical cutovers that cannot wait. We scope and price per incident, with a clear agreement before we start. No fix, no fee: if we cannot materially resolve the issue, you will not be charged.We triage on first call and start remotely within minutes where capacity exists. You get direct access to senior engineers who can cut through, stabilise, and document the incident. Escalation to on-site is available if required. Our service caps on routine work keep emergency capacity responsive.Most emergencies fall between £250–£750, but complex cases may exceed this depending on scope and urgency. Work is billed in 0.25-hour increments, and any surcharges are agreed before work begins.

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