Operating Model
Support teams operate on a triage-first, resolve-fast, learn-continuously model. New items are organized and assigned in seconds, escalations flow without manual routing, and post-resoltuion outcomes become reusable knowledge. Support managers monitor live SLA health across queues and on-call rotations.Responsibilities
- Own the initial intake, classification, and assignment of tickets, cases, and incidents.
- Maintain SLA health and trigger escalation workflows before thresholds are breached.
- Coordinate with engineering during escalations using linked Jira/Linear items.
- Publish and maintain the knowledge base that both agents and Twin use for answers.
- Run post-incident review workflows from audit trails to improve future responses.
KPIs
- First Response Time: Median time to first update on new issues.
- Resolution Time: Median time from creation to close by priority.
- Escalation Rate: Percentage of tickets that require engineering or leadership input.
- SLA Performance: Percentage of tickets meeting SLA targets.
- Knowledge Hit Rate: Percentage of suggestions from Twin and agents that lead to resolution.
Non-Goals
- The Support domain does not replace your help desk or Sentry. It orchestrates signals from these tools.
- It does not manage engineering sprint planning or DevOps deployment pipelines.
- It is not a standalone knowledge platform. Articles live in connected tools and are projected into context.