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Marta Kacprzak
We speak our mind and we listen to each other. Open communication, sharing information and mutual feedback give us the strength to develop.Marta Kacprzak
Communication Guild Master/Head of Communication
Great work supported by great people.

Support Manifesto

We aren’t a company bogged down in rules and regulations; we’re an agile brand working in a flexible environment. But being agile doesn’t mean doing things on the fly. In fact, one could argue that to be truly able to adapt and change, you need to have solid foundations and clear procedures that allow people to think and behave creatively. Agility without solid foundation is simply chaos.

But the rules we implement are more about who we are and what we do; they are symbols which give everyone guiding principles to follow when all else fails. To this end, we ask each of Guilds to produce a manifesto which is the story of a guild’s work, rules and responsibilities told in the words of one of its members.

However, today I’d like to share a little about the manifesto of our Support Guild. The all-important mission which they have accepted is to keep the client’s system working by taking action, detecting risks and solving problems before they disrupt the client’s business. It is a demanding and vital task, so I think we should start from the beginning…

The symbol of Support Guild in Objectivity is percheron. Now, I know that most of you will be asking the same question: “A what?” Don’t worry, it was new to us too!

A percheron is an agile draft horse breed. But it is not just a horse; it’s horse for special tasks. It’s variously described as proud and alert, intelligent, a willing worker with a good disposition and able to adapt to different conditions and climates. If we had to think of words to describe the support team members, we couldn’t find much more suitable descriptions than these. They’re smart people who are alert to issues and take pride in helping the customer in a range of circumstances—doing all of this with a great attitude!

The teams are divided in three lines. Each line takes care of different task, from communication and monitoring, through data analysis, to writing code. The common thread linking everyone is the shared goal: to do the greatest possible job for the client.

We like to underline what makes our teams unique across IT companies and what makes everyone proud of working here:

  • We have a lot of application development tasks
  • We have three lines of support (The first line is responsible for communication and logistics, the second for data analysis, and the third is represented by engineers working on code)
  • We always understand the client’s business inside-out
  • We do everything to prevent crashes in the system
  • Very often we work on code developed externally, not just by Objectivity
  • We are and ITIL-driven company
  • We believe that every process can be optimised so we follow this ethos
  • There are no idle tasks in our support; if there is nothing to do it’s your time to create a new improvement
  • We always care about the high quality of our work
  • Our services can be easily adapted to new requirements of the client
  • We are always hungry for knowledge
  • We ensure that our service is cost-effective, time-effective, secure, predictable, flexible and high quality

You can see from this overview that an over-arching knowledge and ability to think on your feet are essential elements to working in these teams. However, there is one factor that ties back in with the percheron which is vital for such a team to be successful. Horses—if you imagine the mustangs of the American West, Przewalski’s horse of the Mongolian plains or the miniature Dartmoor ponies of England—are pack animals. They work together, they protect one another, they need company and they function in teams. The final element of the Support Guild embraces this final image; Nobody’s left alone with a task they cannot handle, which ensures that the support we give the client something exceptional.

Above all else, we are proactive; we support the client by suggest changes and improvements in processes, we inform them about threats to business continuity, not just on our own plot, but everywhere where we see potential risks.