Services · Support operations
Support infrastructure, ready for day one.
We build the infrastructure behind your product's support — service desk platform, channels, automation, processes, service levels, knowledge base and reporting — so customers are supported from the first day of sales.
Context
The situation
A product is ready, customers are coming, and support is still an inbox. Without connected tools, automation and clear processes, the first incidents decide what customers think of the product.
Scope
What we set up
- 1
Ticketing system
A service desk platform (for example Jira Service Management, Zendesk or Freshdesk) with SLA policies, automatic statuses, response macros and request forms.
- 2
Omnichannel intake
Email, web form, chat widget, phone line with IVR and messenger integrations, all creating tickets in one place.
- 3
Automation and integrations
Routing rules, escalations, notifications and integrations with your CRM and other systems.
- 4
Service catalogue and status page
Catalogue of services, product and release statuses, and an internal or public status page.
- 5
Processes
Incident, problem, change and release management in a light ITIL form.
- 6
Service levels and KPIs
SLA and OLA matrix, first response and resolution times, first contact resolution, reopen rate, CSAT/NPS.
- 7
Monitoring and reporting
Dashboards for workload, SLA compliance and top issues; weekly and monthly reports.
- 8
Data protection and continuity
Role-based access, single sign-on and multi-factor authentication, audit logs, backups, retention rules and a recovery plan.
Tools
Platforms we work with
We implement and configure:
Jira Service Management · Zendesk · Freshdesk
Method
How we set service levels
a · Severity matrix
| Level | Severity | Meaning | Acknowledge | Updates |
|---|---|---|---|---|
| S1 | Critical | Service unavailable | Within 30 minutes | Every 60 minutes |
| S2 | High | Major function impaired | Within 1 hour | — |
| S3 | Medium | Limited impact | Within 4 hours | — |
| S4 | Low | Question or request | Within 8 hours | — |
Our recommended starting targets; final levels are agreed per contract.
c · Acceptance before go-live
Before go-live we test the operation on realistic end-to-end scenarios agreed with you — from a critical incident to a routine request — and sign off only when they pass.
d · Four processes
- 1
Incident
Restore service
- 2
Problem
Remove the root cause
- 3
Change
Plan work safely
- 4
Release
Ship with a plan
Methodology we use; illustrative of our approach, not client figures.
Deliverables
What you receive
- A configured service desk with omnichannel intake and SLAs
- Automation rules and integrations
- Process regulations, diagrams and forms
- Dashboards and reporting templates
- A signed acceptance act and stabilisation plan
Acceptance
How it is accepted
Signed acceptance act once the agreed scenarios pass, followed by a stabilisation plan for the first weeks after go-live.
Next step