IT Support & Production Operations
Support that scales with the business, not against it.
L1/L2/L3 design, incident and escalation process, SLA and KPI design — advisory work to help your team run support well, whoever ends up staffing it.
Cheap support is expensive later.
When support can't keep pace, the cost shows up as repeat incidents, escalation fatigue, and eroding trust with the business it serves. We fix the operating model, not just the queue.
The operating model we design
What this covers
- IT support consulting
- Enterprise production support advisory
- Support organization review
- Support scalability analysis
- L1/L2/L3 operating model design
- Incident and escalation process design
- SLA and KPI design
- Support workflow optimization
- Knowledge management
- Production support improvement
When this becomes valuable
If something's off
Incidents keep repeating without a lasting fix
Escalations are inconsistent or unclear
Knowledge lives in a few people's heads, not in the system
If you're planning ahead
The organization is scaling faster than the support model can absorb
You want SLAs and KPIs defined and measured before support scales, not after
You're deciding whether to build, grow, or outsource your support organization
FourFoundry
How the engagement runs
We assess and redesign your support model as an advisor — you keep ownership and staffing. If you'd rather we run the function directly against agreed service levels, that's a separate, dedicated capability: see Managed Support.
See how we workTalk to us about your support model.
Tell us where it's straining — incident volume, escalation clarity, coverage, or scale — and we'll tell you what an operating model built for that would look like.