Edition One
Our people-led approach to service and support
From Just After Midnight Founder Sam Booth
Our people-led approach to service and support
From Just After Midnight Founder Sam Booth
One of the biggest reasons I felt so positive about joining forces with Ultima was because, like me, Scott and the team believes genuinely skilled people have the edge when it comes to understanding and solving customer challenges.
In many organisations, there are natural disconnects, for example between IT and development. Or between infrastructure and application layers in the technology stack. But for an organisation to be efficient and agile, and for the business to perform at its best, these disconnects need to be bridged
Joined up thinking
As a digital MSP, Just After Midnight (JAM) sits comfortably in the middle of these often-disconnected functional and technical silos and helps to get them working together.
We have engineers from development and pure cloud backgrounds that work alongside customer teams. Unlike traditional cloud and infrastructure support providers whose support stops at the OS layer, typically because they see this area as too risky, or lack the necessary skills, we offer genuine full stack support. This means making sure we have all the skills and knowledge required to support our customers’ applications.
Expertise where you need it
To make sure JAM customers benefit from the highest standard of monitored support, we employ a ‘follow the sun’ approach to providing 24/7 support.
We do this by establishing dedicated customer teams who work across continents, rather than a team of generalists in each country. This makes sure each customer has one team supporting them around the globe, instead of a team in a fixed location that potentially has less skilled personnel on their night shift.
Ultimately, it’s JAM’s business to help our customers by fully solving their issues (not just part of them) quickly and wherever they need.
This can only be done by building a team of highly skilled specialist like those who make up our business today. And I wholeheartedly share Scott and the Ultima team’s philosophy that when our own people are more capable, it leads to better outcomes for our customers.