The four channels
One address for each kind of request
Sending to the right address means your request reaches the right person first time, with no forwarding.
P1
Critical
The business is down. All hands on deck.
Fixed same dayP2
High
A department is down, or several users are affected.
Same day or next dayP3
Low
One user is affected.
2–3 working daysPriority levels apply to Bugs and Support. Tech Ops sets the priority when your ticket is triaged.
Service levels & tracking
What we commit to, and how we measure it.
| Channel | Target | Measured by |
|---|
Why it works this way
Design principles
The big picture
How requests flow through Tech Ops
Requests come in from every brand, arrive through one of four channels, and are handled by the owner for that stage.
Brands
BCL
Keveko
FSSSA
Request channels
Owners
Tech Ops ManagerRouting and triage · Process owner · Communication
Product ManagerDevelopment lifecycle · Monday triage · Roadmap discussions
CTOProject approvals · Strategic alignment