BeeTcore Service Support Model

Summary

BeeTcore supports every platform in its care through a structured model: a clear scope, defined channels, every request logged and prioritised, three levels of support, and a named point of contact. Proactive maintenance under BeeTcare keeps platforms updated, secured, and backed up, so fewer issues reach the client at all. Support terms, including scope and response times, are confirmed in each client’s agreement.

1. Support scope

Covered: ongoing maintenance, updates and security patching, monitoring, backups, troubleshooting, and technical assistance, as defined in the client’s maintenance plan or support agreement.

Not covered: new features, redesigns, and major changes are scoped and quoted separately, and delivered through the Change Management Framework.

2. Requesting support

Support requests are submitted through the channels agreed at onboarding, such as email, the shared project workspace, or a designated messaging channel. Every request is logged in the project workspace, which is Notion by default or the client’s own system where one is established, so it can be tracked from request to resolution.

3. Prioritisation

Requests are prioritised by urgency and impact on the platform. Incidents are classified by severity under the Incident Management Response Strategy, and routine requests are scheduled by priority. For custom and enterprise engagements, a dedicated team can be assigned, and priorities are set together with the client. Response times are confirmed in the client’s agreement.

4. Support levels

• Level 1: the client’s named project or account manager receives the request, logs and triages it, and resolves routine matters directly.
• Level 2: BeeTcore’s technical team handles issues that need investigation or technical work.
• Level 3: senior specialists handle complex issues, working with third parties where needed, such as hosting providers, platform and plugin vendors, or security partners. Where a matter involves a regulator, BeeTcore supports the client’s engagement with it.

5. Roles and contacts

• BeeTcore: a named project or account manager is the client’s primary contact.
• Client: a named primary contact with authority to approve work and changes.
• Escalation contacts: provided to each client at onboarding and confirmed in the agreement.

6. Major incidents

A major incident, meaning one that disrupts critical functions or affects the platform widely, is communicated to the client immediately and handled under the Incident Management Response Strategy. Where recovery is needed, it follows the Service Continuity and Disaster Recovery Strategy.

7. Escalation

Every client works with a named, experienced project or account manager from the start. Requests move to specialist levels based on their complexity and severity. If an issue is not resolved within the agreed timeframe, BeeTcore’s Senior Delivery Lead steps in to expedite it. Clients can also escalate directly through their escalation contacts at any time.

8. Proactive maintenance

Platforms on a BeeTcare maintenance plan are maintained proactively: updates are tested and applied, security is monitored, and backups are taken and verified. Issues are caught before they affect the client, as set out in Security Continuous Monitoring and the Backup and Recovery Standards.

9. Communication and reporting

Clients are kept updated on each request until it is resolved. Where the plan includes scheduled reporting, reports summarise maintenance, security status, and support activity, as defined in the client’s agreement.

10. Continuous improvement

Clients are encouraged to give feedback on support at any time. Regular review conversations cover ongoing support, open concerns, and improvements. Lessons feed into Continuous Service Improvement. This model is reviewed annually.

Frequently asked questions