A 24/7 logistics dispatch operation had no formal SLA covering its Sybase ASE platform and no way to prove response times to its own leadership. A written SLA matrix, 3-tier escalation, and a structured incident lifecycle changed that.
Dispatch and routing ran around the clock on Sybase ASE, but the prior support arrangement had no written response-time commitment — incidents were picked up "as soon as someone was available," which varied wildly by time of day.
There was no tiered structure and no defined priority levels, so a minor reporting glitch and a dispatch-halting outage competed for the same single point of contact, with no way to guarantee the critical one won.
Operations leadership could not answer basic questions — how many incidents last month, how fast were they resolved, is capacity keeping pace with dispatch volume growth — because nothing was being tracked or reported.
The goal was to replace "best effort" with a commitment that could be measured, reported, and held to every single month.
Defined P1–P4 priority criteria specific to the dispatch platform and agreed a written SLA matrix — response and resolution targets for each tier — signed off by operations leadership before go-live.
Introduced L1/L2/L3 escalation so routine tickets no longer competed with dispatch-halting incidents for the same engineer, with P1s routing straight to L2/L3 rather than queuing behind lower-priority work.
Implemented the full raise-to-close lifecycle — ticket intake, priority assignment starting the SLA clock, investigation, fix and test, deployment, and client sign-off — so every incident followed the same measurable path.
Put a named on-call rotation in place with defined handoffs across shifts, closing the gap where overnight and weekend incidents had previously waited for the next business day.
Introduced monthly reports covering SLA attainment by priority tier alongside capacity trends and cache hit ratios, giving leadership a running record instead of an anecdotal impression of support quality.
"We run dispatch 24/7, but our support never had to prove it could match that. Now every month I get a report that shows exactly how fast we responded and where capacity is headed — that's the difference between hoping and knowing." — OptiSol Sybase Production Support Lead
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