Report Human Resources

Sandro Moreira

Annual Support Report

2024

As the Support Manager for Labworks, it’s my pleasure to share with you the key highlights and performance metrics of our support operations for 2023 and 2024, as well as our goals for 2025.

Looking ahead to 2025, we remain committed to evolving our support processes and embracing new tools and technologies to better serve our customers.

per year

Total opened cases

Total opened tickets owned per agent

2023

TOP Total opened tickets per customer

2024

TOP Total opened tickets per customer

SUMMARY

• SGS opens most tickets and Telmo takes ownership (reports mostly)
• Matrix Sciences had performance issues in 2023 that were solved. Only opened 14 tickets in 2024
• Texas Comission on Environmental Quality - TCEQ - Several issues though the years. They were going to upgrade but still pending
• City of Ann Arbor - Upgraded in 2024 - Mostly issues related to the upgrade and all kinds of support requests - no current open tickets
• Rio Tinto (2023) - Only opened 5 tickets in 2024. No open tickets rights now.
• Texas Department of State Health Services - Regular support cases. 1 ticket in engineering.
• Enterprise Products - Upgraded in 2024. Several tickets in engineering but we already delivered the most critical ones.
• Miami Dade Water and Sewer - Almost all opened tickets are for login issues most of the time unrelated to LABWORKS - No current open tickets.
• Innovative Labs (HOSTED) - regular support for post go live tunning - 2 current open tickets
• Elevation Diagnostics (HOSTED) - regular support issues - no current open tickets.
• Canadian Nuclear Lab - CNL - ACB - all issues solved - no current open tickets.

HEADS UP!

• ChampionX - Performance issues - We have engineering working on the performance issues but not able to solve it. Customer is unhappy with the progress.
• AGSOURCE - Several issues but it appears that we are close to closing all open items.

7K+

Support Trivia!

Opened tickets on SFDCover the last 4 years

Did you know that together we handle hundreds of queries annually, ranging from quick fixes to in-depth troubleshooting sessions? Or that we’ve collectively spent enough time on support calls in 2025 to circle the Earth if every minute was a step?

13h

Longest Meeting World Record!Sandro & Telmo with Chevron (Cabinda)

LWKS 5.8

oldest LABWORKS build upgraded in 2024 - build released in 2005

1K+

individuals that our support team interacted with in 2025!

Analysis

Slowers! :(

FULL POWER! :)

• Centralized Server for LABWORKS customers testing VM´s deployment + DB´s restore + LWKS Source Code

• More Labworks Desktop

• SQL scripts to make DB´s smaller by deleting older data

• We need another Paul F on support!

• Code regressions

• Turn around times on TFS tickets closure

• Outdated documentation

• Customers delays in providing backups/information

....

2025

< 2000

likely open cases

< 220

customer interactions

PREDICTIONS

Happy 2026!