Keytree delivered the Brakes Driver Delivery mobile application in 2017. This first instalment of the Brakes Transport Management Solution serves as an intermediary between third-parties Ortec, Communigator and Visarc. As the application continues to evolve, and following the second phase of development, the solution now provides live delivery information to the end-user.
Brakes commissioned Keytree Managed Service to support its Transport Management Solution, and provides third line Managed Service support consisting of one ElasticBeanstalk instance for each environment: Development, Quality Assurance, Pre-production and Production plus one API gateway configuration. The Keytree Managed Service team is also responsible for any failure of the service that might arise due to a fault in any one of these components.
Like most incidents, they typically start with an end-user. Brakes Support gathers information about the issue and works with the end-user to see if it can be resolved immediately. If Brakes Support is unable to resolve the issue, the incident is logged with Keytree Managed Services via the Service Desk and accepted by the appropriate Keytree Support team member.
Each ticket follows a dual process of monitoring and resolving, therefore once the issue is resolved the incident is closed and the knowledge base and/or FAQ updated accordingly. All incidents, changes and service requests are visible and Keytree’s Service Desk system ensures all are progressed internally.