Support strategy

Build the base before you automate it.

False Creek skyline, Vancouver

Manic Edge assesses your support organization against a five-stage maturity model, blueprints the climb, and guides the build. AI enters at the stage where there is structure to trust it with and a way to audit it.

Free tool · ninety seconds

Support strategy

Find out where your support team stands before you talk to anyone. Eight questions, and a straight answer on the page.

Begin

Assess. Blueprint. Guide and build.

  1. 01

    Assess

    A fixed-scope assessment across the six lenses: interviews with the people who run support, a review of the artefacts they actually use, and a scorecard that plots where you are against where you're going.

  2. 02

    Blueprint

    The sequence, in writing: which lens climbs first, what each stage needs, where AI enters, and what it takes to get there. A document your team can run with.

  3. 03

    Guide and build

    We stay on to run the climb: as a fixed-scope build of the blueprint, or as month-to-month advisory while your team does the building. Either way, the blueprint is the plan.

    Start with an assessment

What you get.

Lenses

6

People and roles. Process and workflow. Knowledge and content. Metrics and quality. Tooling and automation. Customer insight.

The Support Maturity Model

Five stages: reactive, structured, measured, augmented, strategic. AI enters at the fourth, on top of structure it can be trusted with and audited against.

Scorecard · current vs target

You leave the assessment knowing your current stage in each lens, the target stage that matters, and the order to climb.

In writing

Signed.

A blueprint that says which lens moves first and why, what each stage requires, and where AI becomes the right move.

Who it's for.

A triangular steel and glass lattice
  • Your team is being asked to add AI.
  • Your process hasn't kept up with your headcount.
  • Quality is a feeling and the metrics measure volume.
  • You need a plan you can defend upward.

Free tool

Ninety seconds. Eight questions and a straight answer on the page.

Support check

Fixed fee to assess. Scoped from there.

The blueprint and the build are scoped from what the assessment finds, and every stage is quoted in writing against what was actually there. Work at stage four and above is harder to find and it costs more. We tell you that on the first call.

What people ask first.

Do we need to be using AI already?
The model starts at stage one. Most of the assessment's value is in the first three stages, and AI is a stage-four move. Teams with no AI at all are the ones the model was built for.
What does the assessment involve?
Interviews with the people who run and work in support, a review of the artefacts they use (macros, QA forms, dashboards, whatever exists), and a look at ticket data if you have it. It ends with a scorecard across the six lenses and a written readout.
What do you need from us?
Access to the people, the artefacts, and a few weeks of ticket data where it exists. Everything is handled under our privacy notice, and a data processing addendum is available on request.
Is the blueprint a guarantee of results?
It is analysis and professional opinion: where you stand, the order we would climb in, and why. It is built from what we found in your organization and written to be argued with. What it delivers depends on what your team does with it, and we say that in the document.
How is it priced?
The assessment is a fixed fee agreed in writing. The blueprint and the build are scoped from what the assessment finds, so the number reflects your organization. We quote every stage in writing.
Who does the work?
The person who built the model. Every assessment is run and defended by a practitioner who has deployed production AI agents inside a support organization at enterprise scale, in the order the model describes.

Where does your support team stand?

Start with an assessment

We reply within one business day with whether an assessment fits, what it covers, and the fixed fee.