Support & SLA Operations

Ticket management, priority-based support, escalation workflow, and monthly operations reporting.

Ticket management

Priority-based support (Critical, High, Medium, Low)

Escalation workflow

SLA tracking and response targets

Monthly support report

Issue history and accountability

Client communication

Internal team assignment

CYNAYD MSO can manage both CYNAYD-built systems and existing third-party/custom software, subject to technical access and onboarding review.

Ticket Workflow Preview

01Issue raised
02Ticket created
03Priority assigned
04Team assigned
05Diagnosis
06Resolution
07Client confirmation
08Monthly report

MSO onboarding checklist

AreaRequired details
Business systemsWebsite, app, ERP, CRM, LMS, portal details
Hosting/serverCloud, VPS, cPanel, Docker, database details
Domain/DNSDomain provider, DNS records, SSL details
UsersAdmin users, staff users, access levels
SupportCurrent issue flow, escalation contacts
BackupBackup location, frequency, restore process
SecurityAccess rules, credential handling, 2FA status
CommunicationSupport channel, reporting frequency, SLA expectations
Book MSO ConsultationTalk on WhatsApp
WhatsAppBook Consultation