Embedded Technical Support Team
Proposal for PTV Logistics
Prepared by Project Apollo. A purpose-built embedded support pod with L2 technical depth, operational ownership, and rapid deployment — not traditional call-center outsourcing.
Build faster. Operate smarter. Scale without friction — with a team that operates as an extension of your organization.
Aligned with the PDF proposal dated for PTV Logistics.
Who is Project Apollo
Founded in 2021. Built for modern global operations. US and Philippines-based technology and outsourcing company helping businesses scale through embedded global teams, custom technology, and operational excellence.
Technology
- SaaS & AI development
- Cybersecurity
- ERP & CRM systems
- Blockchain solutions
Talent
- High-performance offshore teams
- Embedded operating models
- Scalable workforce delivery
- Ownership-driven execution
Global delivery
- US, EMEA, and APAC capability
- Lean & high-performance
- Scalability by design
“We don't act as a vendor. We operate as an extension of your organization.”
Modern Global Support Capability
PTV Logistics is building support that demands more than traditional outsourcing — ownership, technical depth, and true operational partnership.
This is NOT about
- Ticket handling and routing only
- Scripted call-center responses
- Volume-based throughput models
This IS about
- Full ticket ownership — end to end
- Deep L2 technical capability across SaaS, integrations, and APIs
- Direct collaboration with your internal teams
- Rapid deployment with immediate operational readiness
What Makes Us Different
Purpose-built for organizations that need the capability of an internal team without the overhead of building one from scratch.
Embedded, not outsourced
We adopt your workflows, tools, KPIs, and culture. Your team identity and standards — preserved from day one.
Full operational ownership
We manage hiring, HR, retention, compliance, payroll, and infrastructure — invisibly behind the scenes.
Global delivery experience
Exposure across US, EMEA, and APAC — built for scale in SaaS, enterprise platforms, and technical support.
Understanding the PTV Requirement
PTV needs a partner beyond traditional customer service — genuine technical ownership and L2 depth across a complex SaaS and integration landscape.
What most providers offer
- Call-center models with high volume, low resolution
- Low ownership — issues routed, not resolved
- Limited technical depth beyond basic CS scripts
What Project Apollo delivers
- L1/L2 SaaS support with genuine technical depth
- Ownership-driven resolution — not routing
- High-autonomy technical pod embedded in your operations
- Long-term partnership — not a vendor relationship
Dedicated Team Structure
A compact, skilled pod configured for PTV's technical environment — multilingual capability from day one.
3 × L2 Technical Support Engineers
Core team of 3 L2 engineers + 1 Team Leader can onboard in as early as 5–10 days.
Optional Spanish-speaking L2 specialist available as add-on — typical sourcing 30–45 days for language-specific requirements.
1 × Team Leader
Daily operations, SLA adherence, quality oversight, and escalation management within the pod.
Shared Account Manager
Governance: strategic alignment, performance reporting, and executive communication with PTV stakeholders.
Capability focus: SaaS troubleshooting, API & integration issues, data validation, root cause analysis, escalation ownership, and full ticket lifecycle management.
Full Embedded Control
PTV drives outcomes; Project Apollo powers operations behind the scenes — a fully functioning internal-style team without the operational burden.
Clean division of responsibility: your organization owns direction and customer outcomes; we own delivery infrastructure, talent continuity, and day-to-day execution discipline.
Three-Phase Rollout
Structured deployment for rapid integration with minimal disruption to existing operations.
Rapid deployment (5–10 days)
Core team onboarded with system access and knowledge transfer. If Spanish specialist is selected, sourcing runs in parallel (30–45 days) without blocking core team go-live.
Stabilization (30–60 days)
SLA alignment, ticket ownership transition, and performance calibration.
Optimization (ongoing)
Process improvement, efficiency gains, and KPI-driven continuous performance management.
Investment Options
All-inclusive team leadership, shared account management, HR, compliance, payroll, and infrastructure. One-time setup billed with first advance.
Option A — Standard
$138,000 / year
- 3× L2 Technical Support Engineers
- 1× Team Leader
- 1× Shared Account Manager
- Spanish via AI translation tools for async / troubleshooting workflows
$2,000 one-time setup (with first month advance).
Option B — Spanish specialist
$144,000 / year
Everything in Option A, plus:
- 1 dedicated Spanish-speaking L2 Engineer (replaces a standard L2 seat)
- +$6,000/year premium for native Spanish coverage
$2,000 one-time setup (with first month advance).
Payment Terms & Contract Structure
Structured for team stability, talent retention, and operational continuity — aligned with standard outsourcing frameworks.
Billing cycle
Monthly invoicing with transparent, predictable cost structure.
Payment terms
30 days advance payment + $2,000 one-time setup on first invoice — dedicated allocation from day one.
Contract term
12-month initial engagement, renewable — long-term stability and performance continuity.
Annual investment: $138,000 (Standard) or $144,000 (Spanish specialist). Setup fee billed with first month's advance.
Governance & Performance Model
PTV owns KPI dashboards, reporting tools, and performance infrastructure. Apollo plugs into your existing systems for visibility, SLA adherence, and continuous improvement.
Weekly operations
- Performance updates into PTV's review cadence
- Ticket quality and escalations in PTV's tools
- Real-time monitoring via PTV's dashboard framework
Monthly reporting
- Inputs for full KPI performance reporting
- SLA compliance reviews within PTV governance
- Continuous improvement using PTV standards and tooling
How we plug in
- Operate within PTV's existing tooling and reporting environment
- Follow PTV dashboard standards and governance requirements
- Accurate data inputs for transparency across your framework
- Alignment with PTV-owned performance management processes
Security & Compliance
Non-negotiable foundation — built to align with client-specific security expectations.
Secure access controls
Role-based access and secure credential protocols for all team members.
Data confidentiality
Strict data handling aligned to client confidentiality and privacy standards.
Regulatory compliance
Philippine labor regulations and international operational standards.
Built for Growth
Expand the pod as PTV's support requirements evolve — without disrupting continuity.
L1 support layer
Add first-line tier for higher entry volume when needed.
Dedicated partner manager
Account Manager bridges PTV and Apollo — expectations, priorities, and alignment as the engagement grows.
Operational excellence & tooling
Internal tools, CRM integrations, automation, and continuous process improvement over time.
Not Another Call Center
A team that thinks, acts, and delivers like your own — with the operational backbone to sustain it from day one.
Technical depth
Ownership and depth that traditional BPO models structurally cannot provide.
No extra inefficiency
Embedded from day one — no handoffs, translation layers, or diluted accountability.
Built for your mission
Faster deployment, leaner operations, full operational control — how modern support should work.
Build Your Global Support Team — Without the Overhead
Talent operational within ~3 weeks of engagement start. Transparent partnership with weekly governance and monthly KPI inputs.
Ready to deploy
Sourced, onboarded, and operational on a rapid timeline.
Transparent partnership
Governance cadence and shared commitment to improvement.
One investment. Full team.
$138k or $144k/year + $2,000 setup — structured as proposed above.
Project Apollo — Extended Capabilities
Delivering technology and talent as a unified solution — beyond this engagement.
Outsourcing solutions
- Social media marketing — content, engagement, performance-driven growth
- Customer service (L1/L2) — ownership-based resolution
- Accounts payable & finance ops
- Virtual assistants & admin support
- Data operations & QA
Technology solutions
- SaaS development — platforms, dashboards, web applications
- Blockchain — smart contracts, private ledgers, enterprise systems
- Cybersecurity — VAPT, infrastructure security, compliance frameworks
- AI & automation — workflows, parsing, intelligent systems
- ERP & CRM — Odoo, custom CRM, enterprise integrations
Questions on scope or commercial terms?
Reference: Embedded Technical Support Team proposal for PTV Logistics (Project Apollo).