Apart from its great set of features, Slack easily synchronizes with a number of apps and services, like Dropbox, Google Drive, Jira, Trello, Google Calendar to name but a few. The synchronization is offered automatically whenever Slack finds the appropriate content. Moreover, it is also compatible with iOS and Android to provide you with the information anytime and anywhere. But the thing that really makes Slack stand out from other collaborative and messaging apps is its ability to integration.

Focused primarily on developers’ workspaces, Slack has an open API for writing customized applications. These applications can further on integrate with other systems through the OAuth framework.

Slack at SHALB

At SHALB, we eagerly leverage Slack huge integration capabilities to become closer to our customers. In Slack we create a dedicated channel for the project needs and share it with the customer. We use the channel for real-time online messaging with the customer’s team.

What is more, the Slack functionality allows for the DevOps tools deployed in the customer’s project to send notifications into the channel directly. It is very convenient, as we have all the alerts duplicated in Slack, which in turn sends notifications to email. With all systems on guard we are ready for an instant feedback in case of any discrepancies in your working systems.

At SHALB, we love Slack for the convenience of use, well-organized structure and a variety of integration possibilities. We recommend using Slack as a support request channel to benefit our communication.

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At SHALB we use several channels to make it easier for our customers to talk to us. Customer communication flows seamlessly across all channels, making our workflow more productive. The communication channels include:

• Jira, an issue management tool. It allows customers to track issue status, make comments and see labor hours expended on issue solving. At SHALB, we synchronize Jira with Opsgenie, a solution for alerting and incident management, to escalate open issues with high priority.
• Slack, a collaborative application with a broad range of integration possibilities. We use Slack for real-time messaging with our customers, and as a single point to receive notifications and alerts that come from Opsgenie.
• Email, a customary communication channel that is used to create tasks. Based on incoming email, a ticket management system creates an issue to investigate an incident.
• Skype for online conversations and message exchange.
• Phone to receive text messages and calls from monitoring and notification systems.

Customer support

SHALB provides customer support and monitoring services 24/7. Our engineer-on-duty keeps an eye on monitoring notifications and addresses a queue of incoming tickets. Our responding to monitoring notifications takes no longer than 5 minutes. We address critical issues immediately after receiving the notification. Resolving non-critical tasks starts within an hour.

According to the estimated scope of work, a ticket can be classified as a DevOps task or a service request. DevOps tasks are specified within customer agreement and include works such as solution development and implementing new features. In other words, that kind of task implies certain changes in the infrastructure configuration. On the contrary, service request tasks deal mostly with the maintenance of current systems and include performing quick fixes, machine failure recovery, etc.

Our customers can submit their support requests via Jira customer portal and report their problems using one of the communication channels.

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