FAQs — Outsourced IT & Customer Support | Octatec

Answers to common questions about outsourcing customer and IT support with Octatec. Pricing models, onboarding, SLAs, GDPR, coverage hours and more.

Working With Octatec

Who are your typical clients?

UK SMEs and startups in SaaS, fintech, eCommerce, Airbnb hosts and healthcare. Usually teams of 5–200 that need professional 24/7 support but can't justify building it in-house.

How does onboarding work?

Four steps: a discovery call to map channels and volumes; knowledge-base building from your existing docs; agent training and QA on your product and tone; then a supervised pilot before full handover. Typical time to live: 1–2 weeks.

What contract types do you offer?

Monthly, quarterly or annual retainers; hourly contracts; and pay-as-you-go cover for launches, seasonal peaks or emergencies. No long lock-ins.

Where is your team based?

Octatec is a UK-registered company headquartered in Oldbury, West Midlands, with a delivery centre in Lahore providing follow-the-sun 24/7 coverage. Client management is UK-based; all agents are trained to UK service standards.

How do you keep our data safe? Are you GDPR compliant?

Yes - We operate as a data processor under a signed DPA, follow GDPR and UK DPA 2018 requirements, restrict access on least-privilege principles and can work entirely inside your own systems so data never leaves your environment.

What happens if a query is outside your team's knowledge?

A: Every engagement includes an agreed escalation matrix. Anything beyond our trained scope is triaged, documented and routed to your named contact — with the customer kept informed throughout.

Services & Coverage

Which channels can you cover?

Live chat, email, phone and technical helpdesk (L1–L3), plus virtual assistant services. Most clients start with one channel and expand.

Is support really 24/7?

Yes — 24/7/365 with real people, including weekends and UK bank holidays. We also offer out-of-hours-only cover if you just need nights and weekends.

What response times do you guarantee?

SLAs are agreed per contract. Across current accounts we average a first response under 5 minutes on chat and phone, with email handled within agreed
business-hour targets.

Can you handle technical products?

Yes. Our engineers support SaaS platforms, infrastructure (Azure, O365, MSSQL), and ITSM tooling including Zendesk, Intercom, ServiceNow and Salesforce - from password resets to L3 escalations.

How do you report performance?

Weekly or fortnightly reports covering volumes, response and resolution times, CSAT and trends - plus a shared dashboard on request.

How much does outsourcing support cost?

Depends on channels, hours and volume. As a rule of thumb, clients pay 40–60% less than the equivalent in-house headcount. Book a free consultation for a same-week quote.