Transforming production support for SSENSE: 3 hours of downtime reduced to 20 minutes
A dedicated global support operation that cut SSENSE's daily system downtime by 90% and freed the core team to build, not firefight.
Overview
SSENSE's operations were being disrupted by more than 3 hours of system downtime every day - causing order processing errors, data inconsistencies across systems, delayed customer refunds, and inadequate handling of expedited shipping requests. iResponsive deployed a global production support team of 10 specialists operating 24/7 across multiple shifts and locations, with a tiered Tier 1 / Tier 2 support structure and real-time monitoring. Daily downtime dropped from 3+ hours to just 20 minutes.
Platforms & Technologies
The Challenge
SSENSE's systems were experiencing over 3 hours of disruption each day on average. Recurring bugs were causing order processing errors, data inconsistencies across warehouse and order management platforms, and platform crashes. Customer return processing was slow, expedited shipping requests were being inadequately handled, and the core development team was spending a significant share of their time firefighting production issues rather than building new capabilities. The business needed a dedicated support function that could run independently of the product engineering team.
Our Approach
iResponsive deployed a 24/7 production support operation with customized real-time system monitoring giving instant visibility into platform health. A dedicated development team handled rapid bug identification and resolution. A tiered Tier 1 / Tier 2 support structure was established so incoming issues were triaged and escalated appropriately. A global team of 10 production support specialists was staffed across multiple shifts and locations to ensure complete round-the-clock coverage with no single point of failure.
The Outcome
Daily system downtime dropped from more than 3 hours to just 20 minutes - a 90% reduction. System stability improved substantially across all platforms. Support requests were resolved faster with cleaner escalation paths. Customer returns and expedited shipping were handled efficiently within agreed SLAs. Most significantly, SSENSE's core engineering team was fully freed from production firefighting to focus entirely on product development.
Related Capabilities
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