Why we built a surveillance desk instead of a shared inbox.

For years, “monitoring” meant a mailbox that a tired person checked. In 2017 we built a surveillance desk: tools, a weekday watch from 8 to 5, and the habit of calling you before the floor notices.

That watch is Monday to Friday, while the plant runs. Nights and weekends, existing clients still have a 24/7 emergency line, with a fee written down. The point is not a glass-wall operations centre. The point is a line that does not wait until Monday to say it is dying.

Support is a practice, not a smile.

Helpdesk, on-site, the portal, a surveillance team on weekdays. A named queue. If you have ever mailed three people and hoped, you already know why this exists. We were tired of hoping too.