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Fast, Reliable Support
for Your Entire ServiceNow
Ecosystem

Expert-led L2 and L3 support across your full ServiceNow environment — from reactive break/fix and incident handling to deep technical escalations and root-cause engineering.

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2h

P1 response time

24/7

All time zones

17+

Years ServiceNow expertise

85%+

First-call resolution

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EN · DE · ES — multilingual support

Communicate in your language

  • ITSM
  • ITOM
  • CSM
  • IRM
  • HRSD
  • Creator Workflows
  • Custom Applications
  • Platform Security
  • Performance
Schedule a meetingView packages
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2h

P1 response time

24/7

All time zones

17+

Years ServiceNow expertise

85%+

First-call resolution

Teiva Image

EN · DE · ES — multilingual support

Communicate in your language

What we cover

Technical Support Built for ServiceNow

Our L2 and L3 packages provide comprehensive coverage across every
layer of your ServiceNow environment — from incident triage to root-cause
engineering.

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Break/fix & bug resolution

Reactive support for incidents, platform errors, and unexpected application behavior. Classic technical support — fast and reliable.
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Incident & ticket handling

Quick response to inquiries — structured triage, routing, and resolution tracking via ITSM tooling with full visibility.
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Platform security & performance

Proactive review of security posture, performance bottlenecks, and platform health across your entire environment.
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Custom app & workflow support

Technical support for bespoke applications, Creator Workflows, and integration layers built on the ServiceNow platform.
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Root cause analysis

Deep technical investigation for recurring issues requiring architectural or code-level diagnosis (L3).
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Monitoring & reporting

Automated monitoring tools to oversee your applications, ensure SLA compliance, and deliver monthly planning reviews.

Support packages

Choose Your Support Level

Two clearly defined tiers designed to match your team’s internal capabilities and the complexity of your ServiceNow environment.

L2 Support Package

Standard Technical Support

Ideal for organizations with an internal L1 team that need reliable expert backup for complex issues and platform stability.

  • Incident triage and break/fix resolution
  • Quick response to platform inquiries
  • Bug identification and hotfix delivery
  • Configuration and data management
  • Groups and user management
  • SLA monitoring and reporting
  • Application and platform patching
  • Monthly planning and review

Optionally: L1 support layer, Multi-language team

Request L2 Support Package

Get a custom quote OR book a call

L3 Support Package

Advanced Technical Escalation

For companies requiring deep engineering support — root cause analysis, architecture review, and complex custom application troubleshooting.

  • Everything in L2 support
  • Root cause analysis and resolution
  • Architecture and code review
  • Custom application deep troubleshooting
  • Performance tuning and optimization
  • Creator Workflow & low-code support
  • Integration and API debugging
  • Security advisory and hardening

Optionally: L1 support layer, Multi-language team

Request L3 Support Package

Get a custom quote OR book a call

L2 vs L3

What’s Included at Each Level

A clear breakdown of capabilities so you can choose the right tier with confidence.
Standard Technical Support L2 Support L3 Support
Incident & ticket management
Break/fix bug resolution
Platform configuration & data management
Hotfix & patch delivery
SLA monitoring & reporting
Monthly planning & review
24/7 coverage across all time zones
Root cause analysis
Architecture & code review
Custom application deep troubleshooting
Performance tuning & optimization
Security advisory
Integration & API debugging

Response times

High SLA Parameters

Benefit from our 24/7 coverage with industry-leading SLA parameters —
so you always know exactly what to expect.

P1 — Critical

2h

Response time

Complete platform or major function outage. Immediate escalation with a dedicated on-call engineer assigned.

P2 — High

4h

Response time

Significant degradation affecting multiple users or critical workflows. High-priority triage initiated immediately.

P3 — Normal

8h

Response time

Non-critical issues, configuration requests, and general inquiries. Handled within the standard business window.

How it works

Clear Support Processes

Well-defined processes offer full transparency and visibility into incident handling — you know what to expect at every step.
01

Ticket submitted

Via JIRA, ServiceNow Service Management, email, or phone depending on priority.

02

Triage & classify

Classified by impact and urgency. P1/P2 escalated immediately to an on-call certified engineer.

03

Investigation

L2 resolves configuration and platform issues. L3 performs deep code and architecture-level diagnosis.

04

Resolve & report

Fix delivered and documented. Reviewed in monthly planning sessions with your team.

Key facts

Why Technical Support with Teiva Systems?

We extend your team with certified ServiceNow expertise so you can focus on strategic initiatives instead of just keeping the lights on.

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Highly competent team

Our support division consists of certified ServiceNow engineers with strong functional and technical depth across all platform modules.
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Convenient communication

Access our customer service system via JIRA Service Management for seamless two-way communication, incident tracking, and historical case overview.
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Responsive support

Reach us via telephone or other channels in urgent cases, ensuring prompt assistance based on the level of your support agreement.
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Applications monitoring

We employ automated monitoring tools to constantly oversee your applications, ensure SLA compliance, and prioritize customer satisfaction.

Your team

Expertise That Redefines Success

Our technical support leads bring decades of combined ServiceNow experience across leading enterprise environments worldwide.
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Strategic IT Leadership

Eugene Garkusha

Head of Delivery and Customer Success

With 19 years in the IT industry, including 17 years working with ServiceNow, I've had the privilege of leading IT management and operations for companies like JTI, EPAM Systems, Bayer, and Teiva Systems. My passion lies in strategic IT leadership – ensuring that every initiative I oversee aligns with and drives business goals. My focus on Application Management Services allows me to provide tailored, efficient, and robust solutions that truly support our clients' success.
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Client-Centric Professionalism

Andrii Lonshakov

Application Managed Services Lead

Over the past 24 years in IT, with 15 years dedicated to ServiceNow, I've worked closely with organizations like the Ukrainian banking system and JTI. My approach is deeply rooted in client-centric professionalism. I believe that understanding and prioritizing clients' needs is key to delivering exceptional support. Leading a global 24/7 support team, I ensure that our clients’ operations run smoothly, no matter where they are in the world.

For ServiceNow partners

Are You a ServiceNow Boutique Partner?

We hold your back while you transform your clients’ workflows. A special
offering for implementation and build partners.

~30%

Scale cost efficiently

Save a significant portion of total costs — labor, training, downtime, and infrastructure — by handing off support to our specialist team.

20%

Focus on your strength

Reduce project completion time in the first year while handing over completed engagements to our support team and focusing on delivery.

100%

Gain client trust

Ensure near-perfect availability and operational reliability of the ServiceNow platform through a dedicated and experienced support team.

Get Started

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