Articles
Practical guides for modern support
Honest writing on reducing ticket volume, building a knowledge base, SLA design, support automation, and the messy realities of running a support team that customers actually trust.
3 articles
SLAs8 min read
Support Coverage Hours and On-Call Rotations: Deciding When You Answer
Most teams never actually decide their support hours — they drift into them. How to set honest coverage windows, build a humane on-call rotation for the off-hours, and make sure the clock you promise is the clock you can keep.
Paul HittJun 12, 2026
SLAs8 min read
Measuring SLA Compliance: Reporting on Breaches Before They Happen
Setting an SLA is the easy part; proving you hit it — and catching the misses before they breach — is the real work. How to measure compliance honestly, report it without lying to yourself, and act on at-risk tickets in time.
Paul HittJun 11, 2026
SLAs8 min read
Designing SLA Policies That You Can Actually Hit
Aggressive SLAs you miss erode trust faster than honest ones you keep. How to set targets grounded in reality.
Paul HittApr 19, 2026