The client is a global leader in marine, energy, and certification. They have developed an IoT solution serving multiple use cases across Shipping and Energy, and were looking for a partner to handle deployment, configuration, and L1/L2 support - so their own teams could focus on the product. The goal: reliable, professional production support that could grow with their expanding product lines.
For a global leader running IoT products across shipping and energy, support isn’t a back-office function - it’s part of the product experience. They needed a partner who could take on deployment, configuration, and tiered support reliably, and scale that support as their product portfolio grew.
They needed dependable L1/L2 support for a live IoT solution used across Shipping and Energy.
Beyond ticket handling, they needed a partner to own application deployment and configuration.
Supporting a specialised marine and energy IoT product meant the support team had to come up to speed on a complex domain before handling tickets independently.
As product lines and services grew, the support model had to expand with them.
Focaloid set up a dedicated production-support team that ramped up on the domain, then took full ownership of deployment, configuration, and tiered support - scaling as the client’s portfolio grew.
Assigned a dedicated team of 12 to provide deployment, configuration, and L1/L2 support.
Ran an initial 4-week training and shadowing period, after which the team handled tickets independently.
Took on application installation, upgrades, configuration, and production issue fixes across L1, L2, and L3, plus infrastructure support.
Provides support during central European hours, over phone and web.
The entire Maritime product deployment, configuration, and support is now handled from Focaloid.
Focaloid built the support capability deliberately - ramp up, take ownership, then expand.
Onboarded the team through a 4-week training and shadowing period to build deep familiarity with the IoT products.
Transitioned to independently handling tickets across deployment, configuration, and L1/L2/L3 fixes.
Provide phone and web support aligned to the client’s central European working hours.
Grew the team over time to support additional product lines and services, ultimately owning the full Maritime product deployment, configuration, and support.
For a global leader in marine and energy IoT, the products run in demanding, real-world environments on ships and energy assets where downtime has real consequences. Support that’s slow, shallow, or can’t scale undermines the whole offering. By building a dedicated team that learned the domain deeply, took full ownership of deployment, configuration, and tiered support, and grew with the client’s portfolio, Focaloid became the reliable backbone behind the client’s Maritime products handling everything from installation to L3 fixes so the client can keep innovating, confident the support is handled.
We build dedicated support teams that own deployment, configuration, and L1/L2/L3 issue resolution ramping up on your domain and growing with your portfolio.