Software Updates and Patches
Software that doesn't stay current becomes a security risk and a support burden - and your customers often don't know when, why, or how to update what they're using. Synthesis BPO's Level 1 technical team can take on software update and patch support directly, so your customers get clear guidance instead of a confusing prompt they ignore.
What Is Software Update and Patch Support?
This is Level 1 technical support focused specifically on helping your customers understand, apply, and troubleshoot software updates and patches for the products or systems they use - walking them through what changed, why it matters, and how to resolve any issues the update causes.
How We Approach It
Trained on Your Release Process
We learn your update schedule, what each patch typically changes, and the common issues customers run into, so our team gives accurate guidance rather than generic troubleshooting.
Level 1 Support, With a Path to More
Our technicians handle the common update and patch questions directly, with a clear escalation path to more complex technical support when an issue goes beyond that scope.
Scales to 24/7 When It Matters
Updates and patches don't always land during business hours, and customers run into issues on their own schedule. We can structure coverage around business hours or extend it to round-the-clock support, depending on what your customer base actually needs.
Built on an Experienced Technical Bench
The same Level 1-3 technical teams we staff across our other tech support programs are the pool this service draws from - people with real troubleshooting experience, not entry-level hires learning on your customers.
Custom, Price-Sensitive Quoting
We don't have a one-size-fits-all rate for this service, and we're not trying to sell you more than you need. Pricing depends on your update frequency, the complexity of what's being patched, and the coverage hours you actually require - generally in the $10-$15/hour range consistent with our other Level 1-3 technical support work, but we'll quote it specifically once we understand your product and release cadence.
Request a Technical Support Quote →Per hour / technical support
Based on update frequency
Based on patch complexity
Coverage matched to your needs
Quoted specifically for your product
A Capability We're Ready to Deliver
Proven Technical Infrastructure
Level 1-3 technical teams, structured training, and experienced supervision already support our broader technical support programs.
This is a newer addition to our technical support lineup, and we don't yet have a published case study for it the way we do for our other tech support services.
What we do have is the same Level 1-3 technical team, training process, and supervision model already running successfully across our other technical support programs - the infrastructure for this service is proven, even where the specific use case is new.
If you're evaluating us for software update and patch support, we're glad to walk through exactly how we'd staff and run your specific requirement.
Frequently Asked Questions
Level 1 technical support that helps your customers understand, apply, and troubleshoot updates and patches for the products or systems they use.
Yes, if your customer base needs it - coverage can be scoped to business hours or extended to round-the-clock support depending on your requirement.
Generally 10-15/hour, consistent with our other Level 1-3 technical support work, with the exact rate custom-quoted based on your update frequency and complexity.
It's escalated to our broader technical support team, the same way complex issues are handled across our other tech support programs.
Not yet published - this is a newer service built on the same technical team and process we already run successfully elsewhere. We're happy to discuss how we'd staff your specific requirement.
