Ongoing application support and service management under clear SLAs — so production issues get resolved, not just logged.
Having headed a global L1–L4 support organization under strict SLA governance, I know the difference between a support model that exists on paper and one that actually holds up at 2am. I advise on and help run managed support models that keep applications stable without requiring a large standing team.
Support responsibilities are often unclear — nobody quite owns an issue until it's already a fire. Without defined SLAs, escalation paths, and monitoring, small issues sit unresolved until they become major incidents that hit the business.
Defining L1–L4 tiers, SLAs, and escalation paths for an application that doesn't have a formal support structure yet.
Managing multiple support vendors against a single set of SLAs and a unified escalation process.
Auditing an existing support model where incidents keep recurring or SLAs keep slipping.
Clear ownership for every issue, from first alert to resolution.
SLAs that are actually monitored and reported on, not just written down.
Fewer recurring incidents, through root-cause fixes rather than repeat workarounds.
I start by mapping how issues currently move from detection to resolution, then identify where ownership or visibility breaks down. From there, I help define or refine the SLA structure, escalation model, and reporting cadence — and can advise on an ongoing basis or through a specific stabilization period.
Let's look at where ownership and visibility are breaking down.
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