How we work
The day-to-day mechanics of working with us
How your staff ask for help, how requests are prioritized and escalated, how changes get approved, and how we review the relationship with you, set out before you sign anything.
At a glance
- Request channels
- Phone (+1 (778) 819-8649), email (info@podiumcatchers.com) and channels agreed during onboarding
- Tracking
- Every request is logged as a ticket with impact, actions taken and resolution
- Coverage hours
- Agreed in your written scope; after-hours work only where written into the proposal
- Reviews
- Regular service reviews, typically quarterly, covering tickets, risks and roadmap
What happens when someone asks for help
Request
A staff member contacts us through an agreed channel and describes the problem, who is affected and how urgent it is. Requests are linked to your organization and the person's account.
Triage
We confirm the business impact and set a priority. A single user with a printer issue is handled differently from an entire office unable to reach email.
Work and updates
A technician works the ticket, contacting the user when access or testing is needed. Notes record what was checked and changed so the next person can pick it up.
Resolution and confirmation
We confirm with the user that the issue is fixed before closing. Recurring problems are flagged for root-cause work rather than solved the same way every week.
How priorities and escalation work
Exact response targets are written into your scope. The principles below apply to every plan.
Business impact sets priority
Priority depends on how many people are affected and whether core work has stopped, not on who shouts loudest or which channel was used.
Named escalation contacts
Your scope lists who on your side may declare an urgent issue and approve emergency work, and who on our side handles escalations.
Vendor escalation
When a problem sits with your internet provider, phone carrier or line-of-business software vendor, we open and chase the case with them on your behalf where your plan includes vendor coordination.
Changes are approved, recorded and reversible
Routine, low-risk changes such as resetting a password, adding a user to a group or installing approved software are handled within the ticket. Changes that affect many people or carry risk, such as firewall rule changes, new sign-in policies or server updates outside the maintenance schedule, are described to your approved contact first, scheduled, and recorded with a rollback plan.
Requests that fall outside the recurring scope, such as an office move or a new line-of-business system, are identified as projects. You receive an estimate or quotation before work starts, so the monthly fee never quietly absorbs or hides project costs.
What a service review covers
- Ticket volumes and recurring issues, grouped by cause rather than by user
- Open security findings, such as accounts without multifactor authentication or devices behind on updates
- Backup job health and the results of any restore tests
- Hardware approaching end of support and licences due for renewal
- Changes in your headcount, sites or systems that affect the scope
- Roadmap items and budget estimates for the next two to four quarters
Need help right now, or want to see this in practice?
Existing customers can reach support through their usual channels. If you are evaluating us, a consultation walks through these processes in detail for your team.