One team behind the entire IT estate of an industrial manufacturer
Support 24/7 across the customer portal, 34 websites, cloud, network, and end users
An Avacone team of 11+ agents provides L1.5, L2, and L3 support, cloud and hosting, networking, end-user support, and Microsoft 365 for a hydrogen engine manufacturer, through a dedicated call line.
support agents on the account
A hydrogen engine manufacturer depends on IT that never goes quiet: a customer portal that clients rely on, 34 websites spread across development, staging, and production, virtual machines on both Azure and AWS, a Microsoft 365 tenant, the corporate network, and every employee's workstation.
The manufacturer needs one accountable team that can take any request, on any layer, and either fix it or route it to the right specialist, without the person asking having to know who that is.
The scope is deliberately broad: support for anything in the estate, from a locked account to a production incident on a web platform.
Avacone staffs the account with 11+ agents organized in a tiered model. L1.5 triages and resolves what a first contact cannot close, L2 handles specialist technical work, and L3 takes deep engineering and escalations.
On top of the tiers sit four specialist lanes: Cloud and Hosting (CHS) for the virtual machines and platforms on Azure and AWS, Networking, End User Support (EUS) with remote desktop sharing to fix the issue on the user's own screen, and Microsoft 365. A dedicated call line gives users a direct way in, and dedicated team members own the virtual machines and the infrastructure around them.
The same team keeps the estate healthy between incidents: scheduled maintenance, updates, and backups for the customer portal and all 34 websites across development, staging, and production.
- One accountable teamThe portal, websites, virtual machines, Microsoft 365, network, and end users all share the same owner.
- Tiered from L1.5 to L3Requests are resolved at the lowest level that can close them and escalate with context when more is needed.
- Dedicated call lineUsers reach the team directly, on a number that always goes to this account.
- Dedicated VM ownersNamed team members look after the virtual machines and the infrastructure around them.
- Remote desktop sharingEUS agents join the user's session and fix the issue on their own screen.
- Microsoft 365 coveredMicrosoft 365 requests are handled inside the same team.
- Azure and AWS side by sideCloud and hosting specialists operate both platforms for the same estate.
- 34 websites, three environmentsDevelopment, staging, and production are maintained, updated, and backed up as one routine.
- Customer portal in scopeThe portal clients use is part of the supported estate.
- Support for anything in the estateIf it is part of the environment, it is in scope.
- 1
Intake
A request arrives on the dedicated call line and is logged immediately: who, what, and how urgent.
- 2
L1.5 triage
An L1.5 agent classifies it, resolves it on the spot when possible, and picks the right lane when a specialist is needed.
- 3
Specialist lane
CHS, Networking, EUS, or Microsoft 365 takes it, including remote desktop sessions when the fix is simplest on the user's own machine.
- 4
Resolve or escalate
The lane resolves it, or escalates to L3 engineering with all the context already gathered, so the user is never asked twice.
- 5
Follow-up and prevention
The fix is confirmed with the requester, documented, and fed back into routine maintenance so the same issue is less likely to return.
- support agents on the account
- 0+
- websites maintained across development, staging, and production
- 0
- support coverage, with a dedicated call line
- 24/7
- cloud platforms operated: Azure and AWS
- 0
- Microsoft 365
- Azure
- AWS
- VMs
- Networking
- Remote desktop
- Backup