01
Map support teams and hours
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Terraform Academy · Service Catalogue
Service Support Model
Define support tiers, responsibilities, escalation and supplier engagement.
Objective: Ensure incidents and requests reach accountable teams quickly.
Practical guidance
Discover and define
02
Define severity and escalation rules
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03
Document supplier dependencies
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Practical guidance
Execute and improve
01
Test contact and handoff paths
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02
Validate on-call and access readiness
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03
Create support runbooks
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Practical guidance
Assure and evidence
01
Publish the model
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02
Measure handoff quality
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03
Review after major incidents
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