Scale · Managed services
An L1 to L3 IT service desk, with cloud cost and performance reporting, for Indian enterprises whose engineers spend their day on tickets. NetScale takes user support from first contact to engineering escalation, runs joiner, mover and leaver access, and tracks devices, licences and warranties. Support windows are stated in IST and agreed in writing.
Cloud Ops and Service Desk (L1 to L3)
A service desk is the single point where users report problems and ask for help.
L1 takes first contact and known fixes, L2 deeper troubleshooting, and L3 engineering work and escalation into the vendor. Here the desk also runs access management and asset tracking. Joiners, movers and leavers are handled as tickets, and every device, licence and warranty sits on one register.
Each month you get one written report: tickets, access changes, assets, and cloud cost and performance.
Cloud cost engineering, tuning and monitoring sit under Managed cloud and cost optimisation.
Single sign-on, multi-factor login and privileged access controls sit under Identity and access management (IAM).
Engineers were hired to deliver the roadmap. Tickets take their day. Which roadmap items slipped this quarter?
Our answer: Cloud ops and service desk (L1 to L3)
People leave, and their accounts stay open. Who checks they are closed?
Our answer: Access management
Laptops are issued, reissued and returned. Can you name who holds each one?
Our answer: Asset tracking
Users raise the same ticket every week. Who fixes the cause?
Our answer: L1 to L3 user support
Cloud cost and performance management with L1 to L3 user support, access management and asset tracking.
Cloud spend and workload performance reported every month alongside the tickets, with tuning and cost engineering run under managed cloud.
Incidents, service requests and changes handled from first contact to engineering and vendor escalation, with response tiered by business impact and agreed in writing.
Joiners, movers and leavers handled as tickets, with access limited to what each role needs and reviewed on a schedule agreed in writing.
Devices, licences and warranties kept on one register, showing who holds each device and when its cover ends, updated as tickets close.
Each phase adds a layer to the same estate.
You can stop at any phase boundary. The assessment is free, and each phase is priced in writing before it starts.How we engage
Stated in IST, with a response time for each priority, agreed in writing before we start.
From 13 May 2027, Rule 6(1)(b) of the DPDP Rules asks for control of access to the computer resources that process personal data. Recorded leaver tickets and access reviews are part of that evidence. Legal interpretation stays with your counsel.
Source: Digital Personal Data Protection Rules, 2025 (external site)
Users and devices supported, and the sites they work from.
Support window and response times by priority, agreed in writing.
Support levels in scope: L1 only, or L1 to L3 with vendor escalation.
On-site engineers, or remote support only.
The most relevant engagement, with its numbers. Client names and the full write-up are shared in conversation.
Software and IT consulting · Bengaluru
How a global brand’s new technology company in Bengaluru got a complete, secure office IT setup and a managed service from day one, with delivery scheduled at three months from order.
Cloud platform and identity
Observability for applications, Kubernetes and cloud
Servers, storage and end-user devicesOur own information security and privacy management systems, run under both standards.
Certifications and technologyThey are levels of support, set by how deep the problem goes. L1 takes first contact and known fixes, such as password resets. L2 takes deeper troubleshooting that needs more time or access. L3 takes engineering work and escalation into the vendor. Which levels we run, and in which hours, is agreed in writing.
Yes. The split is written down before we start: which levels we take, which systems, and how tickets pass between your team and ours. You might keep L3 or one application in-house and hand us the rest. Every ticket stays visible to your team, and your engineers get time back for the roadmap.
By business impact. A fault that stops critical work comes first; a request with no business impact waits its turn. Each priority has a response time written into the contract, and the support window is stated in IST. The levels are agreed with you, so they match how your business works.
Every device, licence and warranty, on one register: who holds each device, what it runs, and when its warranty or licence ends. The register is updated as tickets close, so joiners, movers and leavers change it as they happen. It is yours, and handed over with the rest of the documentation.
It is removed on a leaver ticket, system by system, and each removal is recorded. HR or the line manager raises the ticket; the desk closes the accounts, recovers the device and updates the asset register. Access reviews on a schedule agreed in writing catch anything a ticket missed.
It costs nothing and commits you to nothing. You get a written list of where your IT environment is exposed, and your team can act on it with or without us.
