Global support & SLAs
fabric & Bounteous — enterprise production operations
View as table
| Measure | Start | After 7–10 weeks | Change |
|---|---|---|---|
| SLA compliance | 75% | 100% | +25 pts |
The problem
Enterprise clients on a platform processing 1B+ API transactions, across 40+ production and sandbox environments, needed SLAs they could rely on. Repeat severity incidents and manual ticket handling slowed response, and Time-to-Respond SLA compliance sat at 75%.
The approach
Established release process and accountability governance across all 40+ environments. Ran a Root Cause Analysis and Correction-of-Error program with engineering teams so the same incidents stopped coming back. Built a 5-tier incident escalation framework in xMatters, defining escalation levels and on-call coverage with engineering and operations. Automated 7+ operational workflows, and led an 11-person technical operations team on observability and production platform operations.
The impact
MTTR dropped 70% and repeat severity incidents fell 90%. Time-to-Respond SLA compliance moved from 75% to 100% with zero breaches, automation removed ~110 hours per week of manual ticket handling, and the team sustained a 93%+ CSAT score.