Technical support: SLA and language localization
Introduction
Round-the-clock technical support with guaranteed SLAs and high-quality localization of interfaces and communications are mandatory components of the online casino platform. Errors, delays in response or lack of translation into the player's language instantly affect reputation and retention.
1. SLA: key parameters
1. MTTA (Mean Time To Acknowledge)
Objective: ≤ 5 min for critical incidents (P1).
2. MTTR (Mean Time To Resolve)
Target: ≤ 30 min for P1, ≤ 2 h for P2.
3. Uptime-guarantees
99.9% for platform services, 99.5% for gaming microservices.
4. Escalatory levels
P1 (platform core failure), P2 (core module defect), P3 (UI minor bugs), P4 (document issues).
5. Backup on-call commands
Multiple rotational engineers in different time zones for 24-hour coverage.
2. Organization of NOC and ticket system
1. NOC Center 24/7
Monitoring of key metrics (latency, error-rate) and automatic generation of tickets when alerts are triggered.
2. Ticket system (Jira Service Management, Zendesk)
Categories: Incidents, Service Requests, Change Requests.
SLA metrics in the ticket: Acknowledged, In Progress, Resolved.
3. Integration with DevOps
Automatic creation of branches/PR for critical bugs, tracing deploy and artifacts directly from the ticket.
3. Language localization of support
1. Multilingual channels
Russian, English, German, Chinese, Korean, etc.
Automatic language detection by geo/IP and player profile.
2. Self-service portals
Knowledge base, FAQ and video guides in all supported languages.
Interactive chatbots with NLP support for basic requests.
3. Translation of tickets
Integration with machine translation systems (DeepL API) + standard localization editors for proofreading.
4. Translation quality
Glossaries of terms, style guide for gambling terms and legal concepts.
4. Operator training and instructions
Runbooks и Knowledge Base
Scripts for responding to typical incidents, response templates in different languages.
Regular trainings
Webinars on new platform features, on refresher courses SLAs and language standards.
Quality Assurance
Random checks of tickets by the LQA team (Language Quality Assurance) to assess the accuracy and courtesy of answers.
5. Metrics and Reporting
Dashboards:
Round-the-clock technical support with guaranteed SLAs and high-quality localization of interfaces and communications are mandatory components of the online casino platform. Errors, delays in response or lack of translation into the player's language instantly affect reputation and retention.
1. SLA: key parameters
1. MTTA (Mean Time To Acknowledge)
Objective: ≤ 5 min for critical incidents (P1).
2. MTTR (Mean Time To Resolve)
Target: ≤ 30 min for P1, ≤ 2 h for P2.
3. Uptime-guarantees
99.9% for platform services, 99.5% for gaming microservices.
4. Escalatory levels
P1 (platform core failure), P2 (core module defect), P3 (UI minor bugs), P4 (document issues).
5. Backup on-call commands
Multiple rotational engineers in different time zones for 24-hour coverage.
2. Organization of NOC and ticket system
1. NOC Center 24/7
Monitoring of key metrics (latency, error-rate) and automatic generation of tickets when alerts are triggered.
2. Ticket system (Jira Service Management, Zendesk)
Categories: Incidents, Service Requests, Change Requests.
SLA metrics in the ticket: Acknowledged, In Progress, Resolved.
3. Integration with DevOps
Automatic creation of branches/PR for critical bugs, tracing deploy and artifacts directly from the ticket.
3. Language localization of support
1. Multilingual channels
Russian, English, German, Chinese, Korean, etc.
Automatic language detection by geo/IP and player profile.
2. Self-service portals
Knowledge base, FAQ and video guides in all supported languages.
Interactive chatbots with NLP support for basic requests.
3. Translation of tickets
Integration with machine translation systems (DeepL API) + standard localization editors for proofreading.
4. Translation quality
Glossaries of terms, style guide for gambling terms and legal concepts.
4. Operator training and instructions
Runbooks и Knowledge Base
Scripts for responding to typical incidents, response templates in different languages.
Regular trainings
Webinars on new platform features, on refresher courses SLAs and language standards.
Quality Assurance
Random checks of tickets by the LQA team (Language Quality Assurance) to assess the accuracy and courtesy of answers.
5. Metrics and Reporting
Dashboards:
- Number of tickets by language and category, mean MTTA/MTTR, percentage of SLA compliance. Regular reports:
- Daily and monthly reviews for platform management and casino operators. Feedback-loop:
- Post-Close Ticket Player Survey (CSAT), NPS polls, and answer tone analysis.
Conclusion
A high level of technical support with hard SLAs and well-thought-out language localization strengthens the trust of players and operators, minimizes platform downtime and increases user satisfaction. The key to success is automation of monitoring, integration of DevOps and LQA processes, as well as continuous improvement of support knowledge.
