BEAK Support Process & Service Level Agreement (SLA)
1. Purpose of the Document
The purpose of this document is to define the BEAK Support and Service Management model, aligned with ITIL v4 best practices. It describes how incidents and service requests are reported, logged, classified, prioritized, resolved, and closed within the BEAK platform.
This document ensures:
- Consistent and standardized support delivery
- Clear ownership and accountability
- Predictable service outcomes through defined SLAs
- Transparent communication with clients and users
2. Audience
This document is intended for:
- End users of the BEAK platform
- Client stakeholders responsible for IT and operational governance
- Customer Success and Support representatives
- BEAK Support, Engineering, and Product teams
3. Support Framework & Service Management Approach
BEAK Support Services are aligned with the following ITIL v4 practices:
- Incident Management
- Service Request Management
- Service Level Management
- Monitoring and Event Management
- Continual Improvement
All support interactions are treated as value streams that aim to restore normal service operation as quickly as possible while minimizing business impact.
4. Service Support Overview
BEAK provides a multi-channel support model enabling users to log incidents and service requests through their preferred entry point. All requests are centrally recorded in the BEAK Ticketing Platform, which serves as the system of record for:
- Incident tracking
- Prioritization and assignment
- SLA measurement
- Communication and reporting
The support process includes acknowledgment, classification, investigation, resolution, validation, and closure, with continual communication throughout the lifecycle.
5. Support Channels
5.1 Standard Support Channels
| Channel | Description | Usage |
|---|---|---|
| Helpdesk Portal | https://helpdesk.beakops.com/ | Primary channel for logging all incidents and requests |
| Email to Ticket | Email automatically generates a ticket | Suitable for all severity or detailed requests |
5.2 Assisted Support Channels
| Channel | Description | Usage |
|---|---|---|
| Microsoft Teams | Dedicated BEAK support channel | Collaboration, clarifications, and follow-ups |
| Phone / Hotline | +91 89294 08555 | Critical incidents requiring immediate attention (P1) |
Note: Regardless of the channel used, all incidents and requests are logged and managed within the BEAK Ticketing Platform.
6. Access Management
- Access to the BEAK Ticketing Platform is provisioned by the Support team based on client-approved user lists.
- Support email distribution lists and Microsoft Teams channels are shared during client onboarding.
7. Incident & Service Request Lifecycle
7.1 Logging
Incidents and service requests are logged through approved support channels and recorded in the ticketing system with a unique identifier.
7.2 Acknowledgment
An automated acknowledgment is sent upon ticket creation, confirming receipt and providing the ticket reference ID.
7.3 Classification & Prioritization
Tickets are classified as incidents or service requests and prioritized based on:
- Business impact
- Urgency
- Affected users or services
7.4 Investigation & Diagnosis
The Support Team performs initial diagnosis and collaborates with Engineering or Product teams as required to identify root cause.
7.5 Resolution & Recovery
Resolutions are implemented following approved procedures. For critical incidents, restoration of service is prioritized over permanent fixes.
7.6 Communication
Status updates are provided throughout the lifecycle via the ticketing platform and agreed communication channels.
7.7 Validation & Closure
Resolved incidents are validated with the user. Upon confirmation, the ticket is formally closed.
8. Severity Classification & Service Levels
8.1 Severity Definitions
| Priority | Definition | Response SLA | Resolution SLA | Business Hours |
|---|---|---|---|---|
| Critical (P1) | Production outage with major operational or financial impact; no workaround | 1 hour | 8 hours | Business Hours |
| Major (P2) | Core functionality degraded; workaround available | 2 hours | 24 hours | Business Hours |
| Minor (P3) | Limited impact or cosmetic issue | 4 hours | 48 hours | Business Hours |
| Low (P4) | Service requests or enhancement requests | 1 business day | 5 business days | Business Hours |
9. Service Level Management & Reporting
9.1 SLA Monitoring
SLAs are monitored continuously within the ticketing platform to ensure compliance and early identification of breaches.
9.2 Reporting
Periodic support reports include:
- New and closed tickets
- Ticket status distribution
- SLA performance and breaches
- Pending risks and action items
Reports are shared with client stakeholders as agreed.
10. Support Plans
BEAK offers tiered support plans aligned with client needs:
| Plan | Description |
|---|---|
| Basic | Ticketing and email-based support |
| Standard | Basic features plus 24x7 phone support and daily triage |
| Premium | Standard features plus dedicated account management and priority handling |
| Professional | Custom SLAs, consulting services, leadership escalations, and proactive monitoring |
Final scope and service levels are confirmed during onboarding.
11. RACI – Roles & Responsibilities
R – Responsible | A – Accountable | C – Consulted | I – Informed
| Activity | Support Team | Developer | Lead / Architect | Product Owner | Escalation Manager | Customer |
|---|---|---|---|---|---|---|
| Ticket validation | R | C | A | I | I | I |
| Severity assessment | R | C | A | I | I | I |
| Root cause analysis | C | R | A | I | I | I |
| Hotfix approval | I | C | A | R | I | I |
| Deployment | I | C | R | A | I | I |
| Closure confirmation | C | R | A | I | I | R |
12. Escalation Management
Level 1 – Operational Support
- Initial ownership of incidents and requests
- Resolution of common issues and coordination
Level 2 – Product & Technical Leadership
- Handles complex, high-risk, or priority incidents
Level 3 – Executive Management
- Final escalation for business-critical or strategic decisions
13. Continual Improvement
BEAK follows a continual improvement approach by analyzing trends, SLA performance, and recurring issues to enhance service quality and customer experience.
14. Summary
The BEAK Support framework, aligned with ITIL v4 practices, ensures reliable service delivery, clear accountability, and continual improvement. Clients benefit from predictable outcomes, transparent communication, and effective incident resolution throughout the service lifecycle.