Support that isn't a call centre.
The same people who built your system also handle the tickets. No first-level balloon, no ping-pong, no scripted call. Following the 3-layer model, with 24/7 security patches and AI-assisted ticket pre-filtering.
Support is the moment you find out who you actually hired.
The solution
- Direct line to the team that knows your system — no first-level ping-pong
- 24/7 security patches, weekday major upgrades — as a calendar, not a promise
- AI-assisted ticket pre-filtering with context from Git, monitoring and docs
- Support, updates, extensions from one place — same billing, same team
- 3-layer model: monitoring → application → infrastructure, clearly owned
The problem
- A first-level call centre between you and the team that knows your system
- Security patches applied “when we get to it”, not on schedule
- Every ticket starts again at zero — no ticket context, no case memory
- Updates and extensions run separately from support — each side points at the other
- SLA fine print that doesn't bite when it counts
Four dimensions, one responsibility.
Support isn't only “something breaks”. It covers four areas, all looked after by the same people — no silos, no handover points.
Extensions & customisations
Custom extensions, plugins, integrations, workflow optimisation, performance fine-tuning — all in the same team, same billing and communication path.
Update & upgrade support
24/7 security patches automated, weekday major upgrades planned and documented. Including compatibility checks of all extensions and plugins.
Application support
Day-to-day questions: editorial, configuration, advice on best use. We help without a ticket essay — often a quick Slack/Teams call is enough.
Technical support
Server, hosting, infrastructure — from troubleshooting through performance tuning to security incident. Proactive monitoring catches problems before your visitors see them.
How our support actually works
Four posts from our blog about the support model — with concrete numbers, routines and AI use.
24/7 patches and weekday major upgrades
How we run patches and upgrades standardised, documented and reproducibly — without weekend heroics.
The 3-layer model
Why our customers' CMS systems haven't burned for years — the model in detail, including ownership and escalation.
AI pre-filters support requests
How we automatically feed context from Git, monitoring and docs into tickets — before a human reads them.
Support, finally easy
What's changing in support for our customers right now — less form, more context, faster resolution.
Direct contact. Three layers. 24/7 patches. One team from start to finish.
Häufig zusammen eingesetzt.
Hour bank, maintenance contract or project support?
In 30 minutes we'll work out which support model fits your situation — and whether switching from your current support setup is worth it. Free of charge, no obligation.
Oder direkt schreiben: kontakt@moselwal.de