Support Infrastructure

We talk often about support infrastructure, but what is it? It can mean many things to many people, but the main elements for us are -

• Zipbench. This is a cloud resident, fully functional support workbench. Each client gets their own instance, totally private and separate from any other client. This includes ticketing, of course, but also wiki's, timesheets, vaults, and so on.

• Cross Team Communication - we use slack because it is natively multi-client and performs across multiple platforms and Enterprises. We love Teams, of course, but we also need to communicate and share expertise across multiple Clients.

• Monitors - we monitor and instantly create tickets for critical services such as FTP sites and important cloud apps.

• Integrations - we integrate into other ticketing and process applications. Typically we are able to do all of this by email, because this provides a quick and easy and secure two way connection between systems without security or SOX concerns.