Tier 1 & tier 2 support
Intake, triage, approved account and access actions, application assistance, and endpoint or connectivity troubleshooting. Analysts follow documented procedures and permission limits.
Federal service desk operations
Federal service desk operations
for government programs
Managed service desk operations for federal and defense programs, informed by experience supporting Department of Defense elements. Castilix designs the support model, builds the operating documentation, and manages the agreed day-to-day service.
From intake to closeout
Give every issue an owner
Connect user support, technical teams, and program leadership through an agreed operating model.
Technical escalation
Route issues to the responsible engineering or product team with details of the impact, troubleshooting history, supporting evidence, and the action needed. Establish who retains the ticket and communicates with the user.
Ticketing & contact channels
Configure intake forms, queues, priorities, notifications, escalation workflows, and reporting. Plan telephone routing, overflow, and after-hours handling around the engagement.
Service performance reviews
Review ticket volume, ticket age, recurring issues, agreed service targets, and projected demand. Turn those findings into operational improvements and scope decisions.
Prepare the service for operations
The work behind a dependable desk
Castilix develops the operating guides, analyst procedures, release-support standards, and readiness materials that connect your support team to your technical organization.
Operating guides & runbooks
Document support boundaries, approved actions, escalation paths, customer updates, and closure requirements. Runbooks give analysts repeatable steps for common issues.
Product & release readiness
Plan how software changes reach the support team. Maintain version-specific knowledge, known-issue guidance, and analyst training requirements.
Testing & service transition
Develop scenario tests for calls, tickets, outages, and escalations. Track corrections and acceptance criteria before the customer's go-live decision.
Keep specialist authority clear
For example, an analyst may resolve an approved access issue. A database defect goes to the responsible engineering team. The handoff includes what was tried and who owns the next update.
The engagement defines which actions Castilix may perform, where work must stop, and which responsibilities stay with your team.
Set coverage around your program
- Supported users, products, systems, and locations
- Service hours, staffing, and approved contact channels
- Response targets, escalation, and update cadence
- Information handling, reporting, and acceptance criteria
Coverage and service commitments are established per contract. Secure Enclave subscription support terms do not automatically apply.
Government support platform
Ticketing on a FedRAMP-certified platform
Castilix uses a FedRAMP-certified government ticketing and IT operations platform at the Moderate level to organize support requests and maintain service records.
Information handling follows the requirements agreed for your engagement.
Government delivery
Prime and subcontract support
Engage Castilix for a managed service desk or a defined workstream within a larger contract. Our experience includes support for Department of Defense elements. Customer identities and sensitive operational details remain private.