Keeping a Multi-Carrier Freight Platform Running, Around the Clock
How a tiered, SLA-bound support model gave Sea Technologies' FEED platform 24/7 resilience — without pulling engineers off the roadmap.
Overview
FEED is Sea Technologies' config-driven, multi-tenant, multi-carrier platform for shipping and freight processing. Because outages stop goods dispatch outright, Sea Technologies needed SLA-bound coverage outside core hours — without stretching the internal team thin or losing the domain knowledge baked into years of carrier and integration work. We stepped in as their dedicated support partner to build and run that coverage.
The Challenge
Sea Technologies was migrating its customer base from a predecessor product onto FEED — expecting growth from roughly 300 customers to 900 within eighteen months, with ticket volume projected to scale from around 400 to 1,800 per month. Support couldn't be a flat, single-tier function: FEED spans web and admin interfaces, pack-station workflows, the SeaFeedAPI, a workflow orchestrator, API mapper, format renderer, transport connector, and dangerous-goods logic governed by ADR, IATA, and IMDG rules. A dropped carrier mapping or a mis-handled dangerous-goods flag doesn't just create a ticket — it can stop dispatch entirely.
- ›Customer base projected to grow from ~300 to ~900 within eighteen months
- ›Ticket volume projected to scale from ~400 to ~1,800/month
- ›Freshly migrated customers generating up to 80% more tickets in their first month
- ›Internal engineering time increasingly consumed by first/second-line triage instead of the roadmap
- ›Coverage needed to flex by severity, not just by hour
The Solution
We designed a three-tier model built around our own delivery team, not a generic help desk. Our first-line owns intake, categorisation, and runbook-driven resolution. Our second-line handles configuration and integration issues — carrier connections, mapping logic, log analysis, and workarounds. Our third-line does code-near root-cause work, ships fixes directly or hands off structured, reproducible bugs to Sea Technologies' developers, and runs postmortems so the same failure doesn't recur.
- ›20-minute response / 6-hour resolution for P1 outages that block dispatch, scaling down to next-business-day for cosmetic issues
- ›P1 volume priced under both Reported (6%) and Conservative (3%) scenarios to isolate the true cost of near-24/7 coverage
- ›Delivery run entirely by our own team, with an extended-hours rotation covering early morning through late evening
- ›Volume-elastic pricing modeled across the full migration curve — from a ~150-ticket coverage floor to a ~1,600–1,800-ticket future state
- ›Structured data-handling and access controls built into every tier, with a documented incident and postmortem process
SLA Targets
| Priority | Response | Resolution |
|---|---|---|
| P1 — Critical | 20 min | 6 h |
| P2 — High | 2 h | 1 business day |
| P3 — Medium | 6 h | 3 business days |
| P4 — Low | 2 business days | By agreement |
Key takeaways
- ›Three-tier support model mapped directly onto FEED's own architecture
- ›Severity-based SLAs: 20-minute response and 6-hour resolution on P1
- ›P1 volume priced under both Reported (6%) and Conservative (3%) scenarios
- ›Full delivery run by our own dedicated team, no third-party handoffs
- ›Volume-elastic pricing across the full migration curve
- ›Documented incident response, access controls, and postmortem process built in from day one
Figures reflect Sea Technologies' internal volume framework and migration plan; all pricing and scaling assumptions are planning estimates, non-binding, and subject to change.
Results
Rather than quoting a single static volume, pricing was modeled across the full migration curve — the ~150-ticket coverage floor in the first quarter, the ~600–900 ticket migration peak through month ten, and the ~1,600–1,800 ticket range as the customer base grows toward 900. This let Sea Technologies see exactly what the relationship costs today and at scale, with one team accountable end to end.
20 min
P1 response time for dispatch-blocking outages
6 hrs
P1 resolution target
3x
Projected customer growth (300 → 900)
1,800/mo
Projected ticket volume at full scale
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