How Future Mind Ensures Stable Access to Services for Tens of Millions of Users

Round-the-clock support

Future Mind’s technical support team is available from 5:00 AM to 11:00 PM, 7 days a week, 365 days a year, with 24/7 coverage when needed. We're there to handle requests from your end-users and internal teams, monitoring systems and proactively responding to alerts before they disrupt your user experience.

We've structured our support into three tiers (L1, L2, and L3). This allows us to efficiently resolve everything from basic inquiries to complex incidents that may require the expertise of our DevOps specialists and developers.

Our dedicated team includes over 20 Service Support Experts managing more than 20 systems under robust SLA agreements. Our experts are skilled in L1 and L2 support and can coordinate activities at the L3 level.

We boast a diverse skillset, including DevOps, programming, testing, and project management. With experienced team leaders and seasoned senior experts at the helm, our department is structured for efficient management and rapid action.

Whether you're based in Poland or have an international presence, we've got you covered!

One of the factors behind Biedronka's digital marketing success is the stability and performance of our loyalty mobile app, “Biedronka”. With over 14 million active users across Poland, any disruption would have a significant impact.

We've partnered with Future Mind's product maintenance experts to ensure the app remains available at all times and users can enjoy optimal performance. Future Mind's end-to-end support and proactive approach give us confidence that our users can access and enjoy the “Biedronka” app daily without interruption. This reliability is critical to maintaining user loyalty.

Proactive monitoring

We don't wait for things to break. We detect anomalies before they impact users by using advanced infrastructure and application monitoring. We continuously develop "business alerts" and automated tests that check if processes are working correctly, even for the newest features added in the latest update.

Thanks to custom-tailored events, we detect UX anomalies, document them, and pass them on to clients, allowing them to plan improvements and system development in subsequent sprints.

Our experts constantly monitor the stability of communication between the frontend and backend of systems and application performance. The multidimensional nature of monitored indicators allows us to fully and comprehensively monitor the condition, availability, and stability of the systems we care for.

Strict SLA frameworks

Future Mind’s Service Level Agreements (SLAs) define clear Service Level Indicators (SLIs) and the expected level of their maintenance (SLOs). We respond to incidents within minutes of an alert and resolve the most serious problems within hours.

If something isn't working as it should, we find the root cause, fix it, and document it. We don't just put out fires; we prevent them.

In addition to practices such as Incident Management and Event Management, we also handle Problem Management and Release Management. Problem management allows us to eliminate the causes of incidents and prevent them from occurring in the future. Control over releases, maintaining a release calendar, and verifying release cards allows us to always be up to date with new changes and control the level of application availability.

Open communication

Continuous and transparent communication is a core principle of our work. We collaborate with clients through a dedicated ticketing portal (Jira Service Management). At any time, you can check the status of a ticket, add a comment, or include your team. We are flexible and, in many projects, use tools specified by clients and maintained on their infrastructure.

Each month, we provide a comprehensive report, from ticket and availability statistics to breakdowns of mobile app crashes and incidents. The client always knows what happened and how we responded.

The result: peace of mind for millions

Our IT Support Team is more than just a helpdesk. We are a partner that ensures the uninterrupted operation of digital products at every stage, from infrastructure to user experience. This allows tens of millions of people to use our clients' services without disruption, every day, all year long.