Keep your engineers building.
We’ll own the escalations.

CXTS takes ownership when an issue moves past Tier 1 — investigating the underlying systems, coordinating the right teams, and staying accountable until the fix is validated and the customer is informed.

Discuss your requirements

LIVE ESCALATIONNamed technical owner

CUSTOMER IMPACTAPI sync failure

Records intermittently drop under load in one customer environment.

Priority investigation active

ReproduceTenant and request pattern isolated

InvestigateLogs, integration state, and configuration reviewed

DocumentRoot cause and customer impact packaged for engineering

ValidateCorrection retested before closure

Logs attachedReproduction confirmedCustomer updated

When another handoff is not the answer

Complex issues need investigation, not another queue.

A failed webhook. An intermittent API timeout. A sync that drops records only under load. A permission conflict that appears in one tenant and not another.

These problems are solved by someone who can read logs, reproduce the condition, understand the integration, and stay accountable while Product, Engineering, and Infrastructure sort out ownership.

What we deliver

Evidence engineering can act on. Communication customers can trust.

Issue reproduction and evidence collection

Log, API, integration, configuration, and environment investigation

Root-cause analysis with documented reproduction steps

Engineering-ready escalation packages

Customer-aware communication throughout remediation

Fix validation, regression checks, and knowledge capture

Trend reporting that identifies recurring issues worth a permanent fix

Resolution model

From escalation to validated resolution.

01TriageConfirm severity, impact, ownership, and required response.

02InvestigateReproduce the issue and examine product, data, integration, and infrastructure context.

03CoordinateEngage internal teams with a clear technical package and stated customer impact.

04ValidateConfirm the correction holds in the relevant environment and workflow.

05LearnDocument the outcome, update playbooks, and reduce recurrence.

The value that outlasts the ticket

Faster resolution is only the beginning.

Faster resolution matters. What matters more is the compounding effect: engineering hours returned to the roadmap, customer trust preserved through difficult incidents, product knowledge captured rather than lost, and recurring issues turned into permanent fixes.

Start with one area

Give every complex issue a clear owner.

Start with a scoped pilot on one product area or customer segment, with defined success criteria and a path to broader coverage.

Start a Tier 2 pilot

Keep your engineers building.We’ll own the escalations.