For Product Support

Where are you?

We first perform an assessment to understand your reliability goals and challenges, and to recommend what phase to start with: Availability, Functionality, Usability, and Sustainability.  The assessment is typically a fixed bid research and consulting project that varies in length depending on the complexity of your situation.  Our final report will contain specific, actionable advice that you can pursue on your own or with us.

How to work with us

Below are a number of examples of the type of work we do.  If you don't see something that fits your needs, Contact us to talk with one of our team members.  We'll connect you with the right person on our staff that has experience in your area to create an offering that fits your scenario. 

Availability

Support Process Review

How you execute on customer support often makes the difference between a customer lost and a customer for life.  We look at your support processes and technology to understand how customers can interact with you when there is an issue, the lifecycle of support items, and the alignment between your support metrics and corporate goals.  From this analysis, we will create specific actionable recommendations for optimizing customer communication, issue resolution, and maximizing the ability of your organization to fix issues completely. 

Our goal is to ensure that your product support processes feed back into product development and infrastructure teams to ensure that the true root causes of issues are resolved, leading to delighted customers that are passionate advocates of your services.

Production Triage

Sometimes you need help right now to stop the bleeding in production.  We've been there, and our experience in having to operate complex systems 24x7x365 has given us experience at how to understand and resolve critical production issues quickly. 

Support Monitoring and Metrics

A key question we focus on is: How do you know?  This question is at the center of highly reliable systems.  We work with you to determine what are the key metrics that inform you of the status of your services and speak to your business partners of your success.  We can then recommend and, in some cases, even implement automated methods of tracking these metrics to provide low cost, high value clarity on your status and value.

Functionality

New Service Introduction

As new products and services are added to your environment, or even upgrades to existing services are created, it's easy to overlook the work involved in successfully rolling these capabilities out to customers and supporting them after introduction.  Our team of specialists can work with your product development, infrastructure, support, and marketing staff to ensure that you get the maximum benefit out of your hard work creating new services. 

We know how to get your support team ready for the new changes, how to announce these changes to customers and prospects, and how to be ready for rapidly incorporating customer feedback and issues into  product development to address problems fast.

Sustainability

Creating reliable infrastructure is one thing, adapting and maintaining it is another.  As you grow and your needs change, you need to anticipate how to upgrade, maintain, and obsolesce components without impairing your reliability.  Core to our philosophy is helping our clients be as self-sufficient as they want to be.  Our services for sustainment are designed to ensure you can preserve your sterling reputation and shift resources from maintenance and problem resolution to research and value-add services.