During peak loads
Roll-outs, migrations and changeovers generate more requests than the core team can absorb. We reinforce it for the duration of the project.
Services
Support for Your Support Lines
Your support team knows your organisation best. Sometimes it lacks time, specialist knowledge or simply hands. Our consultants advise and relieve your teams from 1st to 3rd level, without restructuring your organisation.
Three lines
Where we support
1stLEVEL
First point of contact
We help to record requests properly, classify them correctly and resolve as many as possible straight away. That includes clear guidelines and a well-maintained knowledge base.
2ndLEVEL
Specialist handling
We bring experience to the cases that need more time and depth, and pass the knowledge on to your staff.
3rdLEVEL
Specialists
For complex incidents in infrastructure, servers and network, our consultants work on the solution with your experts and the vendors.
Types of assignment
When we are called in
When specialist knowledge is missing
Some technologies do not justify an in-house expert. We bring the knowledge and pass it on.
In transition phases
A position is vacant, a team is being rebuilt or a service provider is changing. We bridge the gap until the line is back in place.
When processes get stuck
Tickets go round in circles, escalations take too long. Then we combine the support with our process optimisation.
Collaboration
Clearly defined
- Own responsibility. Our consultants deliver an agreed service and stand behind its result.
- Advisory, with no authority to give instructions. Leadership of your teams remains with you. We do not interfere with your management structure.
- Project contract, not staff leasing. Freelancers work for PLENAR under a project contract. We do not provide temporary agency staffing (Arbeitnehmerüberlassung).
- Knowledge stays in-house. What we solve, we document so that your team can do it themselves next time.
Where does your support need relief?
In the first conversation we clarify scope, duration and the right staffing.