Scaling Support for Enterprise SLAs

• This episode explores what it truly takes to scale support operations for the enterprise. Hosted by Sarah Betts (Vizit) and Jared Call (TGW Logistics), the conversation features Eric (Mixpanel), who shares how his team transformed their support model to meet demanding enterprise SLAs.

• Together, they unpack the journey of building an incident management process from the ground up, one that unites support, engineering, and operations through automation across Zendesk, Jira, and Slack. Eric discusses the challenges of defining severity levels, balancing customer expectations, and keeping teams aligned during high-stakes incidents.

• The discussion reveals how one enterprise customer can drive cultural change across an organization, shifting support from a reactive function to a strategic, collaborative partner in the business.