From the account brief
38 agents
on the support team today — proposal covers 40 seats
128,400
tickets last year · 61% land November–January
87% CSAT
trailing twelve months, against a 92% target
Dec 31
current help-desk contract expires — no renewal planned
PHASE 1 · MIGRATE
Sep 21 – Oct 9
Full help-desk migration and commerce integration
Four years of ticket history, macros, and CSAT data moved and verified; order data connected so every ticket shows the customer's purchase record.
PHASE 2 · ONBOARD
Oct 12 – Oct 30
All 40 seats certified, go-live October 27
Guided workflows built for your twelve highest-volume intents; seasonal-hire ramp path configured before the first October cohort starts.
PHASE 3 · PEAK
Nov 2 – Jan 29
Peak-season hypercare
Named onboarding team on call through peak; daily health monitoring for the first two weeks of November, weekly office hours after.
Zero changes land after October 31. Phase 3 is support-only — nothing deploys during your freeze window.