L2-L3 Help Desk for Magento, WordPress, and ExpressionEngine Apps

Customer

Our Customer is a European digital agency that helps local companies launch and grow digitally. The company works with different forms of digital presence, from branded corporate websites to interactive spaces like ecommerce or booking services.

Challenge

Our Customer provides services for a full life cycle of digital solutions, from digital strategy design to the support and evolution of web apps. The company strongly focuses on long-term cooperation and client loyalty. To manage their help desk processes, the Customer uses Zendesk as a tool to accept and route clients’ tickets to assigned team members.

As the Customer’s client base grew, they faced with a need to reinforce their team with the ecommerce and content management expertise.

Cooperation

The Customer involved ScienceSoft to provide L2-L3 technical support to companies using Magento, WordPress and ExpressionEngine. Our team works with two types of contracts.

Standard SLA for L2 help desk. Clients agree to a certain number of hours and particular tasks that must be performed within a month. All ad-hoc tasks are discussed individually. A standard SLA is mostly used to maintain the day-to-day functioning of clients’ digital solutions.

The sample scope of support activities covered by a standard SLA and performed by our L2 support engineers is:

• Monitoring application logs to detect abnormal system behavior.
• Checking firewall settings.
• Updating the application core and plugins to the latest platform versions.
• Verifying the list of users authorized to access the system, disabling inactive users.
• Checking the domain in DNS blacklists.
• Checking free disk space.

Extended support contract. The contract is offered for L3 support activities requiring resolution of complex issues on the code level and evolution tasks. As a rule, it is concluded for 60-80 hours per month and implies a whole variety of tasks from three categories:

• Processing change requests and implementing requested functionality.
• Making changes to the application design.
• Bug fixing.

The ticketing process, to which our team quickly adjusted, is managed using three different ticketing systems. The team accesses the tickets submitted by clients in Zendesk, checks them against SLA criteria stored in Teamwork, and tracks the resolution time in Harvest.

Results

For 3+ years, ScienceSoft’s developers and L2 support engineers have been maintaining consistently high quality of work. In the course of cooperation, our team has helped ensure the proper functioning and evolve 25+ digital apps.

Technologies and Tools

Magento, WordPress, ExpressionEngine, Zendesk, Teamwork, Harvest.