100+ Consecutive Weeks: What a Coupa Support Desk That Never Skips Looks Like
How DataMap has run a weekly Coupa production-support desk for a single enterprise account for more than 100 consecutive weeks — shared queue, SLA dashboards, hypercare, and office hours.
Client
Confidential — Enterprise Coupa customer
The challenge
After go-live the question every Coupa customer faces is the same: who owns the instance now? Platform support handles platform bugs; the configuration, workflows, and integrations unique to the instance need someone who knows them — every week, not when something breaks.
What we did
DataMap set up a shared ticket queue run on a weekly cadence with client-facing dashboards showing status and SLA health in real time. Hypercare after each release transitions cleanly into steady state; 15, 30, or 60-minute office hours are booked on demand for configuration troubleshooting, optimization, and targeted training. Coupa release regression testing and SIT/UAT management run off the same queue.
Results
- The desk has been staffed for more than 100 consecutive weeks on a single account without a gap.
- Escalation paths that actually escalate, and a cadence the client can plan around.
- Support tiers that scale from ticket-based help to fully managed operations.
See how the engagement is structured on the Managed Services page.
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