master areas · section 11
Ongoing Operations & Client
The continuous relationship.
The crafts that hold between cycles. Three-level support, the SLA as operational contract, helpdesk metrics, weekly written updates, bi-weekly syncs, quarterly portfolio reviews. The cadence is not administrative — it is what keeps the relationship legible.
Primary owners: PO, CS Lead. Primary volume: V — After We Build (Part 7).
Crafts in this section
| Craft | Owner | Volume |
|---|---|---|
| Support Levels (L1/L2/L3) | CS, QA, Dev | V |
| Support-to-Bug Pipeline | CS, PO | V |
| SLA Definition | PO, Tech Lead | V |
| SLA Monitoring & Breach Protocol | Tech Lead, PO | V |
| SLA Review Cadence | PO, Client | V |
| Helpdesk Metrics | CS Lead | V |
| Weekly Client Update | PO | V |
| Bi-weekly Client Sync | PO, Client | V |
| Quarterly Portfolio Review | PO, Leadership, Client | V |