Support

Continuing the jour­ney

Participants

The Support phase is bro­ken into three sec­tions; Maintain, Enhance and Product Success. Maintain is han­dled com­pletely by the Support team, with sup­port from the Customer Success Consultant as re­quired. Enhance is man­aged by the Enhance Lead and worked on by sup­port de­vel­op­ers within the Support team. The man­age­ment of Product Success is han­dled solely by the Customer Success Consultant, who will iden­tify whether to bring in other ex­perts as rel­e­vant prob­lems or op­por­tu­ni­ties are un­cov­ered.

Support Developers
  • Triage is­sues iden­ti­fied through the sup­port ser­vice desk.
  • Develop and test ap­pli­ca­tion fixes re­quired through Maintain.
  • Elaborate, de­velop and test im­prove­ments iden­ti­fied through the Enhance sec­tion.
  • Ensure qual­ity as­sur­ance prac­tices are up­held through­out the whole life­cy­cle of the ap­pli­ca­tion.
Enhance Lead
  • Facilitates the en­hance process and all cer­e­monies as­so­ci­ated.
  • Responsible for en­sur­ing the process is fol­lowed and trans­par­ent for both the de­vel­op­ers and the cus­tomer.
  • Unblocks de­vel­op­ers to en­sure a con­sis­tent mo­men­tum is achieved.
  • Creates and de­liv­ers key re­ports and in­sights to the cus­tomer dur­ing and at the com­ple­tion of it­er­a­tions.
Product Owner
  • Raises is­sues through the ser­vice desk.
  • Defines any de­sired im­prove­ments and work with the Enhance team to iden­tify the spe­cific re­quire­ments.
  • Performs user ac­cep­tance test­ing against tick­ets de­liv­ered to the beta en­vi­ron­ment.
  • Attends reg­u­lar prod­uct suc­cess con­sul­ta­tions to ex­plore find­ings from pro­ject an­a­lyt­ics.
Customer Success Consultant
  • Generate monthly an­a­lyt­ics re­ports.
  • Facilitate monthly prod­uct suc­cess catch ups to un­pack cur­rent in­sights.
  • Identify and dis­cuss new op­por­tu­ni­ties or prob­lems with the cus­tomer.
Product Designer
  • Partake in Enhance elab­o­ra­tion that re­quires de­sign work.
  • Ideates on pos­si­ble so­lu­tions to the prob­lem.
  • Delivers high-qual­ity de­signs and pro­to­types to ar­tic­u­late the so­lu­tion.
Support infographic

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