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Support

24/7 support

A flexible support plan tailored to your unique needs 

Our Approach

Our team maintain some of the UK's most complex open source projects. Providing support for organisations across a diverse range of sectors. 

Our offering covers specification, design, development, testing, release and general ad-hoc support. We aim to deliver sensible, efficient and cost-effective solutions for our customers. 

We split our support process into 1st, 2nd and 3rd line activities. This approach allows us to provide timely responses to urgent requests. Then schedule in work for those which are less urgent. Providing our clients with a balance that supports their project requirements. 

Our dedicated support team triage all incoming requests. Collecting as much information and diagnostics about the incident as possible. They then route the request to the appropriate channel. 

Our support team aim to action and resolve support requests as fast as possible. As per our Service Level Agreements (SLAs). Any work that involves development or specialist development personnel requires scheduling. We move support requests of this type into the client's 2/3rd line support sprint. 

Our Services

1st line support
Typical examples of 1st line support requests are:

  • Triaging Priority 1 issues and escalating immediately
  • Troubleshooting, replication of issues and initial diagnostics
  • Account creation/deletion/unblocking Content creation and amendments
  • Clearing caches
  • Restoring backups
  • General enquiries and guidance
  • Training
     

2nd and 3rd line support
Typical examples of 2nd and 3rd line support requests are: We discuss all 2nd and 3rd line support tickets before actioning. Tickets are then estimated, prioritised and placed into the client's next 'Support Sprint'.

  • Requests requiring inspection of the codebase
  • Requests requiring detailed understanding of module configuration for troubleshooting/analysis purposes
  • Requests requiring code development and/or module configuration changes
  • Requests requiring a specialist developer or technical architect
     

Workflow

Get in touch

Contact Us to discover how our team can help support your digital projects.