In many organisations, support depends on whoever answers the phone. Users report problems by WhatsApp, email or a visit to the IT office, nobody records them, and the same fault returns every few weeks. Changes to systems go live without warning, and management has no figures on how many issues arrive, how long they take, or which system causes most of them.
Kemlat sets up and runs a managed support service for your business systems and their users. We agree what is covered and how fast each issue is handled, open one channel for reporting, and manage faults, requests and system changes in a ticketing system, which records every issue from report to closure. Each month we report on volumes, response and resolution times, and repeated problems, then agree improvements with you.
How we work
- 01
Define scope and service levels
We list the systems, users and locations to be covered, the support hours and the priority levels. For each priority we agree a response time and a target resolution time, written into a service level agreement (SLA).
- 02
Set up the support channel
We configure the ticketing system with categories, priorities and an automatic reply that confirms each report, and tell users the one way to report issues. Common requests, such as password resets, get a standard procedure.
- 03
Handle incidents and requests
An incident is something that has stopped working; a service request is a routine need, such as a new user account. Each ticket is logged, prioritised and assigned, and is closed only when the user confirms the fix, or when the user does not reply within an agreed period.
- 04
Control releases
A release is any planned change to a covered system, such as an update or a new setting. Each one is recorded, tested and scheduled at an agreed time, users are told in advance, and there is a plan to undo it if it causes problems.
- 05
Measure and improve
We review tickets every month to find repeated faults and their causes. Where a request is frequent and simple, we propose automating it or writing a self-service guide.
What you receive
Support scope and SLA
A written agreement covering systems, hours, priorities, and response and resolution targets.
Configured ticketing system
Categories, priorities, notifications and clear instructions for users on reporting issues.
Incident and request handling
Daily handling of tickets within the agreed coverage, with a record of every action taken.
Release log
A record of every change made to covered systems, when it went live and how to reverse it.
Monthly service report
Ticket volumes, response and resolution times against the SLA, repeated problems and proposed improvements.
What changes for you
- Every issue is recorded, so nothing is lost in phone calls or chat messages.
- Urgent problems are handled before routine requests, according to agreed priorities.
- Management sees response times and repeated problems in one monthly report.
- Recurring faults are traced to their cause and fixed there, instead of being solved again each time.
Where this service sits in the KEMLAT Method
Scope: Support runs as a monthly service, and coverage is limited to the systems and users listed in the agreement. Hardware purchases, software licences and new development are outside the service and handled separately.
Questions clients ask
Can you work alongside our internal IT staff?
Yes. Many organisations keep their IT person for on-site tasks and use a managed service for ticket handling, system support and reporting. The agreement states who handles which type of issue, so nothing falls between the two.
Which ticketing system do you use?
If you already have one, we configure it and work inside it. If not, we recommend one that suits your size and set it up. The system and its history stay yours.
Do you provide on-site support?
Most issues are handled remotely. If you need on-site visits, we discuss them during scoping and write the conditions into the agreement.
How is this different from website maintenance?
Website maintenance keeps one website or app updated and working. Managed support covers your users and business systems more broadly, with one reporting channel, ticket handling, control of system changes and reporting against the agreed response times.
What do you need from us at the start?
A list of systems and users, current access details, any existing documentation, and a contact person who can approve priorities and releases.
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