Global support & SLAs
Two engagements: Fabric enterprise production operations, then the Knitwell Group platform at Bounteous
Fabric 2020–2026
Enterprise production operations
The problem
Enterprise clients on a platform processing 1B+ API transactions, across 40+ production and sandbox environments, needed SLAs they could rely on. Repeat severity incidents and manual ticket handling slowed response.
The approach
Established release process and accountability governance across all 40+ environments. Analyzed ticket trends every quarter across 70+ tickets a week and gave engineering the root-cause data to fix underlying issues, through a Root Cause Analysis and Correction-of-Error program, so the same incidents stopped coming back. Automated 7+ operational workflows, and led an 11-person technical operations team on observability and production platform operations.
The impact
MTTR dropped 70% and repeat severity incidents fell 90%. Automation removed ~110 hours per week of manual ticket handling, and the team sustained a 93%+ CSAT score.
Bounteous 2026
Knitwell Group commerce platform
View as table
| Measure | Start | Within 10 weeks | Change |
|---|---|---|---|
| SLA compliance | 75% | 100% | +25 pts |
The problem
On the Knitwell Group platform inherited from Fabric, Time-to-Respond SLA compliance sat at 75%.
The approach
Built a five-tier incident escalation framework in xMatters, defining escalation levels and on-call coverage with engineering and operations.
The impact
Time-to-Respond SLA compliance moved from 75% to 100% with zero breaches.