SOLUTION · MANAGED SUPPORT
Follow-the-sun support with reporting your auditors can read.
L1 through L3 across five regions, under SLAs, with incident and problem records that hold up when someone reviews them. For systems we built, and systems we inherited from someone else.
WHAT YOU GET
Run, not just watch.
Support that only escalates is a cost centre with a helpdesk attached. We own the fix, and we own bringing the ticket count down.
01
L1 service desk
Triage, first-line fixes, and keeping users informed, against response targets we agreed.
02
L2 application support
Configuration, data and integration problems solved inside the application.
03
L3 engineering
Code-level fixes, by engineers who can actually read and change the thing.
04
Incident management
Severity classified, comms on a cadence, a post-incident review, and actions tracked until they close.
05
Problem management
Working out why the same thing keeps happening, and putting it on a backlog that gets funded.
06
Transition in and out
We write down what we learn coming in, and hand it over cleanly going out. Both defined up front.
HOW IT WORKS
Transition is where support engagements fail.
Almost every support handover has a six-month dip afterwards. A structured shadowing and reverse-shadowing period, with exit criteria, is what prevents it.
01
Discover
System inventory, what the ticket history says, which runbooks are missing, and what could go wrong.
02
Shadow
Our team sits alongside yours and writes down the runbooks nobody ever got round to.
03
Take over
Reverse shadowing, then we take it, against exit criteria and SLAs agreed in advance.
04
Improve
Problem management and automation bring the ticket count down quarter on quarter.
ENGAGEMENT MODELS
Coverage matched to consequence.
MODEL 01
Business hours
Regional coverage with defined response targets.
Single region on-call
Monthly SLA reporting
MODEL 02
Follow-the-sun
24/7 coverage across our five regions.
No overnight handoff gaps
Severity-based comms cadence
MODEL 03
Run and improve
Support plus a funded improvement backlog.
Ticket-reduction targets
Automation delivered in run
ASSURANCE
What gets reported, and how often.
We agree the reporting at contract stage, so nobody is arguing about definitions at two in the morning.
SLA reporting
Response and resolution against target, by severity, published when we said we would.
Incident records
Timeline, impact, root cause and actions to close. Kept for audit.
Change control
Every production change logged, with who approved it, when, and how to undo it.
Access management
Named accounts, least privilege, reviewed every quarter.
Show us your ticket history.
We will tell you how much of it never needed to happen, and what removing it would take.