Support operations
We build the infrastructure behind your support: ticketing, channels, SLA policies, automation, processes, knowledge base and reporting — ready for round-the-clock operation.
More on support operationsSupport infrastructure · Marketing automation
Everything your technology product needs after it is built.
ChicCanvas builds the marketing, automation, IT and support infrastructure around a technology product — ticketing, channels, processes, knowledge base, integrations and reporting.
Services
What we set up
Documentation & knowledge
Product brochures, manuals, FAQs and technical bulletins, localised and kept up to date, plus a knowledge base your support team actually uses.
More on documentation & knowledgeProduct marketing & automation
Marketing strategy for IT products, product marketing, account-based marketing and marketing automation — with a creative team for campaigns and brand.
More on product marketing & automationManagement consulting
Project management, client onboarding, reporting and the policies that keep a growing operation in control.
More on management consultingTools
Platforms we work with
We implement and configure:
Jira Service Management · Zendesk · Freshdesk
We build knowledge bases in:
Confluence · Notion · help-centre platforms
We advise on and integrate:
HubSpot and other marketing automation and CRM platforms
Scope
Eight deliverables. One plan.
- 1Project plan and governanceScope, roles, risks and checkpoints.
- 2Service desk and channelsTicketing, email, web form, chat and phone intake, configured.
- 3Processes and service levelsIncidents, problems, changes, releases, SLA and OLA targets.
- 4Automation and integrationsRouting, statuses, macros, CRM and messenger integrations.
- 5Knowledge base and templatesArticles, templates and response scripts.
- 6Localised documentationBrochures, manuals, FAQs, bulletins.
- 7Marketing strategy and automationPositioning, ABM, campaigns and marketing automation.
- 8Reporting and go-live sign-offDashboards, reports, acceptance and stabilisation plan.
Clients can commission the full scope or individual workstreams.
Method
How we set service levels
a · Severity matrix
| Level | Severity | Meaning | Acknowledge | Updates |
|---|---|---|---|---|
| S1 | Critical | Service unavailable | Within 30 minutes | Every 60 minutes |
| S2 | High | Major function impaired | Within 1 hour | — |
| S3 | Medium | Limited impact | Within 4 hours | — |
| S4 | Low | Question or request | Within 8 hours | — |
Our recommended starting targets; final levels are agreed per contract.
c · Acceptance before go-live
Before go-live we test the operation on realistic end-to-end scenarios agreed with you — from a critical incident to a routine request — and sign off only when they pass.
d · Four processes
- 1
Incident
Restore service
- 2
Problem
Remove the root cause
- 3
Change
Plan work safely
- 4
Release
Ship with a plan
Methodology we use; illustrative of our approach, not client figures.
Clients
Who we work with
- Software and SaaS companies
- Hardware and electronics manufacturers
- Companies entering the UK and European markets
Continuity
Working with us over time
- One account lead
- The same person from kick-off to stabilisation and beyond.
- A fixed reporting rhythm
- Weekly during the project, monthly afterwards.
- Continuity by design
- Every workstream is documented, so nothing depends on one person's memory.
- After go-live
- We stay through stabilisation and can continue with automation, documentation, reporting and marketing on a monthly basis.
FAQ
Questions we hear first
Can you start with only one workstream?
Yes. Many clients start with the service desk or marketing automation and add the rest later.
Do you provide support staff?
No. We build the infrastructure, processes, automation and knowledge base; your team or your chosen provider runs the line.
Which tools do you work with?
The platforms you already use, or ones we recommend and set up — for example Jira Service Management, Zendesk, Freshdesk, Confluence, Notion or HubSpot.
How large a programme can you take on?
We run full launches — service desk, channels, automation, processes, documentation and go-live — with one project lead and a core team, adding vetted specialists where the scope requires. We will tell you at the first call if a scope is beyond what we can deliver well.
What happens after go-live?
We stay through stabilisation and can continue on a monthly basis with automation, documentation, reporting and marketing.
Notes
From our notes
Product marketing
Account-based marketing for technical products
When a product is sold to a small number of organisations, a focused list of well-chosen accounts matters more than a large volume of anonymous leads.
5 min
Support operations
ITIL without the bureaucracy
Growing support teams need structure, not a framework manual. Four light processes cover most of what goes wrong.
6 min
Documentation & knowledge
Documentation is part of the product
Customers judge a product by how easy it is to use — and much of that experience happens in manuals, FAQs and help articles, not in the product itself.
5 min
Next step
Launching a product or a support operation?
Tell us where you are. We will tell you what the first month would look like.