SaaS customer support, tier 1 and 2
Your developers code, your founders sell, we answer your users. Tickets, chat, onboarding and bugs filed properly in your own tool. €800 a month for a dedicated agent.
Book a free callTier 1 and 2, taken on completely
In a SaaS business, a user waiting for an answer is a user drafting a cancellation. The problem is rarely the difficulty of the questions — it is that answering them properly, every day, competes directly with building the product.
We take on tier 1: usage questions, account and configuration issues, billing, password and access problems. And tier 2: diagnosing a reported problem, reproducing it, isolating what triggers it, and establishing whether it affects one user or a whole segment.
- Ticket and live chat replies in Intercom, Zendesk, Freshdesk or Gorgias
- Onboarding and guidance for new users through their first steps
- Billing, subscription and plan-change questions
- Knowledge base articles written and kept up to date
- Weekly report: volume, first response time, escalation rate, recurring reasons
Written channels only. We handle tickets, chat and email. We do not provide phone support.
Bugs filed properly, not forwarded in bulk
This is where an outsourced support team either earns its place or becomes a tax on your engineers. A raw forward — "a user says it doesn't work" — costs your team more time than it saves.
Every anomaly we escalate arrives documented: reproduction steps, environment and browser, screenshots or recordings, frequency, and how many users are affected. It is created directly in your tool, Linear, Notion or Jira, following your own conventions and labels.
Your developers receive something they can act on immediately. And because the same reasons keep coming back, the weekly report shows you which friction points are generating the most tickets — which is usually a product roadmap signal, not a support one.
How we get started
A SaaS product takes longer to learn than a store, so we plan for three weeks rather than one.
- Week 1 — Learning the product. We use it as your users do, go through your documentation, read your past tickets, and write the playbook: canned replies, escalation rules, tone. You approve it.
- Week 2 — Supervised handling. We answer real tickets, you review before they go out. The playbook gets corrected live, where the gaps actually show up.
- Week 3 — Autonomy. We handle tier 1 and 2 on our own. Only what falls outside the playbook reaches your team, with a complete case file.
- Ongoing — Weekly check-in. Thirty minutes with Sergio: metrics, recurring reasons, playbook updates for new releases.
Who this is for, and who it is not for
Worth being blunt straight away — it will save you a call.
This is for you if your founders or developers are still answering support tickets, if your first response time has quietly slipped past a day, if you have a stable product with recurring question patterns, or if your users are spread across time zones your team does not cover.
This is not for you if every reply requires reading application code, if your product changes so fast that no playbook survives a fortnight, if you need native-English phone support, or if your support volume is still only a handful of tickets a week. In that last case, outsourcing is premature and you would be paying for capacity you do not need yet.
What it costs, against the alternative
A dedicated agent 5 days a week is €800 a month, or €9,600 a year. The right comparison is not an hourly rate but the full cost of the same workload handled another way.
| Option | Annual cost | What it involves |
|---|---|---|
| Hiring in-house | €35,000 – 50,000 | Loaded salary, recruitment, training, paid leave, cover during absences, turnover. |
| Traditional outsourcing provider | €18,000 – 24,000 | Agent usually shared across several clients, annual commitment, volume tiers. |
| Kotikota SolutionUS | €9,600 | An agent dedicated to your product only, a named project manager, cancel anytime. |
Ranges based on public sources from the French outsourced customer service industry, for an equivalent full-time role. There is also the cost that never appears on a payslip: the engineering hours currently spent answering tickets instead of shipping.
The tools we already know
Intercom, Zendesk, Freshdesk and Gorgias for support. Linear, Notion and Jira for product escalation. Slack for day-to-day coordination with your team. Stripe for billing and subscription questions.
We adapt to your existing environment: no migration, and no extra subscription to budget for on your side.
What our clients say
Frequently asked questions
What level of support can you take on?
Tier 1 (usage questions, accounts, configuration, billing) and tier 2 (diagnosis, reproducing anomalies, documented complex cases). Anything requiring access to your code or application logs is escalated to your team with a complete case file.
How much does outsourced SaaS support cost?
€800 a month for a dedicated agent working 5 days a week, which is €9,600 a year, against €18,000 to €24,000 with a traditional provider and €35,000 to €50,000 for an in-house hire. No minimum term. For occasional needs, €5 per hour.
How do you report bugs to our engineering team?
Every anomaly is documented with reproduction steps, environment, screenshots, frequency and the number of users affected, then created directly in your tool (Linear, Notion, Jira) following your conventions. Your developers receive a workable ticket, not a raw forward.
How long before your agents know our product?
Two weeks. The first is spent learning the product and writing the playbook you approve, the second on supervised handling where you review our replies. Full autonomy arrives in week three.
Which channels do you handle?
Written channels only: tickets, live chat and email. We do not provide phone support. If your main market requires native-English phone support, we are not the right provider and we will tell you so on the call.
Is the agent dedicated to our product only?
Yes. They work on your SaaS and nothing else, which is what lets them build real product knowledge. That is the main difference with a call centre sharing agents across several clients.
What if our product changes often?
The playbook is a living document, updated with every release and at every weekly check-in. That said, if your product changes so fast that no rule survives a fortnight, outsourcing is premature and you are better off waiting for things to settle.
How do we measure support quality?
Every week you receive the volume handled, first response time, escalation rate and recurring contact reasons. These metrics are visible directly in your own support tool, to which you obviously keep full access.
Ready to hand it over?
Free 30-minute discovery call, a concrete action plan, no commitment.
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