Fast fixes · from $7,500, fixed scope
For the fire that can’t wait.
Three fixed-scope fixes for the problems that stop a support team cold. Each takes two to four weeks, and each one seeds the layer, so the work carries into a Baseline if you want one later.
Triage Reset
When every ticket is a P1 and escalations run on who shouts loudest.
A priority, severity and customer-impact model built for your product; routing and SLA rules in your help desk; an escalation path to engineering with clear ownership; a one-page decision guide; training for agents and leads.
Escalation Pipeline
When escalated tickets disappear into engineering and customers chase.
Your help desk and engineering tracker connected (for example Zendesk and Jira): field mapping, status sync and linked reporting; the escalation workflow defined; reporting on volume, aging and resolution; a runbook for the failure modes.
Incident Comms Kit
When something breaks and customer communication is improvised.
An incident communication process: who writes, who approves and how fast; ready-to-use templates for each stage; and a customer-ready root cause format in plain language.
Talk it through: 30 minutes, no pitch.
Bring the decision on your desk. You'll leave knowing whether your data can answer it.