SLA Analysis & Troubleshooting
Disciplined T1 and T2 ticket handling (triage, diagnosis, resolution, and post-incident learning) calibrated to exceed every SLA you have committed to your customers.
Overview
SLA breaches rarely come from the ticket no one saw. They come from the ticket that bounced between three teams, was reclassified twice, and waited 14 hours for the right specialist. We close that gap.
Every case enters a single workflow: scripted T1 triage, structured T2 diagnosis, escalation to product engineering only when the playbook is exhausted, and a closure note that feeds the knowledge base. Customers see one cohesive support function, not a series of handoffs.
Workflow
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1
Intake & classification
Email, portal, phone, all routed into a single queue. Severity, customer, product, and reportability flags applied within 10 minutes.
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2
T1 scripted resolution
Knowledge-base-driven first contact. 60-70% of issues close here.
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3
T2 diagnostic deep dive
Engineer pulls logs, reproduces in lower environments, isolates the root cause.
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4
Resolution & customer comms
Customer-facing update at SLA cadence. Internal notes flow to QA if a CAPA threshold is hit.
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5
Knowledge feedback
Every novel root cause produces a KB article. T1 scripts updated. Future tickets close faster.
How We Exceed SLA
Sub-SLA internal targets
Our internal targets sit 30% under your customer SLA so a single bad shift cannot breach.
Follow-the-sun staffing
Three regional hubs, no overnight on-call drift, full coverage during peak case-volume hours.
Root cause discipline
5-Whys and fishbone applied on every recurring class. Recurrence rate trended monthly.
Live knowledge base
KB is a first-class product. Articles versioned, reviewed, owned by a tech writer.
Frequently Asked Questions
What SLA tiers do you support?
We have run engagements at 99.5%, 99.9%, and 99.95% monthly uptime targets. On-call density, paging tooling, and runbook depth are tailored to the SLA tier you commit to your customers.
Do you charge per ticket or per seat?
Per engagement. A typical T1/T2 engagement is priced on covered hours and case volume bands, incentives stay aligned with resolution quality rather than ticket churn.
How does your team interact with our engineering org?
We sit in your Slack/Teams, attend your standups, and follow your change control. T2 escalates to your engineering only after the runbook is exhausted, and only with a clean reproduction.
What is the time to onboard?
Typical onboarding is 6-8 weeks: 2 weeks knowledge transfer, 2 weeks shadow, 2-4 weeks supervised live operation, then full handoff.
How do you tie into our CAPA system?
Cases that meet your quality threshold (recurrence, severity, or reportability) auto-open a CAPA record in your QMS with the supporting evidence pre-attached.
Exceed every SLA you signed.
Share your last 90 days of ticket data. We will return a sized engagement proposal and an SLA confidence forecast within a week.
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