Prosecutor: So what you’re saying is that the world of the [support request] is your exclusive province?
Peter: Kitten, I think that what I’m saying is that: sometimes, s*it happens, someone has to deal with it, and who you gonna call?
Ghostbusters II

No matter how sturdy software is, eventually it needs maintenance. And as a long-term software partner, we know how important it is to have plans in place for the transition from “building it” to “running it”.

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Until recently our support and maintenance requests went straight to product teams, wreaking havoc on carefully planned sprints. We like a bit of creative chaos but reliable delivery is critical.

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Introducing the EndGame Operations Team.

To ensure things run as smoothly as possible, we’ve now established a dedicated Operations squad. Their remit is to answer the call and deliver all the out-of-sprint services clients expect.

From here on in when you email support@end-game.com you’ll automatically raise a new support ticket for a member of the Operations team. They’ll make sure it’s prioritised appropriately and actively managed — keeping you in the loop while the issue’s resolved.

Operations Team? Or Product Team?

Understandably, there’s a limit to the resources the Operations squad can direct at an issue. If the task involves implementing a whole new feature or requires specialist expertise, the ticket will be escalated to the product team.

In that case, your friendly neighbourhood Product Owner will be in touch about adding it to the next available sprint — and the Operations team will track the issue until it’s resolved.

Clients will also hear from the Operations squad during UAT, as they work hard to streamline the release of new features.

So, who you gonna call?

Well, email actually! Just drop us a line at support@end-game.com and we’ll be in touch shortly.

(If you have specific support and maintenance requirements,

Andrew Butel‍

can arrange an SLA tailored to your needs.)

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