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Project Toolkit
Support Model
Defining how the solution will be supported after go-live, including service levels and team structures.
Support Model
The Support Model defines how the delivered solution will be supported in live operation, including team structures, processes, and service levels.
Purpose
Planning the support model ensures:
- Smooth transition from project to operations
- Clear ownership and accountability
- Defined service levels
- Appropriate skills and resources
- Sustainable ongoing support
Key Components
| Component | Description |
|---|---|
| Support tiers | L1, L2, L3 support structure and escalation |
| Service levels | Response times, resolution targets, availability |
| Team structure | Roles, responsibilities, and sizing |
| Processes | Incident, problem, change management |
| Tools | Service desk, monitoring, knowledge base |
| Knowledge transfer | Training and documentation for support teams |
Support Tiers
| Tier | Responsibility | Typical Issues |
|---|---|---|
| L1 - Service Desk | First contact, triage, known issues | Password resets, FAQs, logging tickets |
| L2 - Application Support | Technical investigation, fixes | Configuration, data issues, workarounds |
| L3 - Development/Vendor | Complex issues, code changes | Bugs, enhancements, integrations |
Considerations
- Volume of expected support requests
- Business criticality and required availability
- In-house vs outsourced support
- On-call and out-of-hours requirements
- Handover and training timeline
Related Resources
- Service Requirements - Defining service needs
- IT Operating Model - Operating model design
- Implementation Approach - Transition planning
Last updated: 13 January 2026
Themes
Planning
Operations