Request handling
Triage incidents, document resolution and track requests.
Support & ongoing guidance
Support adoption, monitor data quality and improve solutions.
Discuss this subjectThe challenges to address
After launch, usage evolves, data quality deteriorates and requests accumulate. Without a support channel or shared priorities, urgent fixes displace maintenance.
Our response
We propose support with an agreed scope: applications, coverage hours, responsibilities and prioritisation rules. Requests are distinguished from incidents and enhancements.
What the engagement can cover
Quality and adoption
Review data issues and support users.
Controlled changes
Prepare tests, approvals and agreed updates.
An explicit support scope
Example coverage matrix to agree together. Hours, response targets and commitments are defined contractually.
| Request type | Required information | Handling to agree |
|---|---|---|
| Application incident | Impact, error and observed steps | Priority, diagnosis and escalation |
| Data issue | Source, period and affected example | Validation with the data owner |
| Enhancement request | Intended use and affected users | Scope, testing and approval |
How the engagement works
Application inventory, initial assessment, request channel and priority matrix. Periodic review distinguishes recurring incidents, training needs and planned enhancements.
Prepare an initial scope.
A few practical points to make scoping and acceptance clearer.
What you can prepare
- The applications in scope, their criticality and existing supplier contacts.
- Recent incident examples, including their impact and steps to reproduce them.
- Relevant coverage hours, internal owners and existing continuity procedures.
What we need to agree together
- How should an incident, a help request and a planned enhancement be distinguished?
- Who assesses urgency and handles escalation outside the agreed scope?
Simulate a report: find the channel, assess impact, assign the request and document its resolution or escalation. Check that the team knows the agreed coverage hours and can find procedures when a contact is unavailable.