24/7 L1 support for an iGaming industry leader
Case: Immido & Spribe. In the dynamic iGaming industry, the speed and quality of support become a competitive advantage.
Client: Spribe
Spribe is an international tech company known for its innovations in iGaming, particularly the Aviator game. It is one of the leaders in the online casino market.
The Spribe line-up shown in the client's own game lobby: Aviator, Mines, Dice, HiLo, Plinko, Goal, Keno and Mini Roulette, alongside Trader. The company's site is spribe.co.
Objective of the partnership
In the iGaming sector, it is critical to ensure:
- Continuous availability of games
- Fast response to partner requests
- Constant technical support for global clients
Spribe was looking for a partner capable of delivering scalable, flexible, and efficient L1 support that meets the high standards of the industry.
Our solution
The 24/7 first-line technical support is B2B: requests come from casinos and aggregators.
24/7 handling of casino and aggregator requests
Assistance with internal services, consultations on game-related issues, and escalation of complex requests requiring deeper technical analysis.
Escalation of complex cases to the second-line support team
Clear division of responsibilities and prompt escalation of technical incidents.
Development and updating of internal documentation
Continuous improvement of internal knowledge bases to support staff development and deeper engagement with client workflows.
Performance support
We independently scale the team during peak periods to maintain consistent service levels.
Stable team
Most specialists work long-term, ensuring high service quality and deep understanding of the client's processes.
We understand that first-line support is the face of Spribe, so our team is always focused on high communication standards and rapid response times.
Tools used
| Tool | What it is used for |
|---|---|
| Jira | Request and incident management |
| Slack | Request and incident management |
| Confluence | Knowledge base |
| Back Office Spribe | Database work and system monitoring |
Work approach
First line (L1)
The Immido team takes the incoming requests from casinos and aggregators - rounds and bets, access to services and in-game options, game logic and round completion.
Second line (L2)
Complex cases go to the second-line support team, with a clear division of responsibilities and prompt escalation of technical incidents.
First line (L1)
The Immido team takes the incoming requests from casinos and aggregators - rounds and bets, access to services and in-game options, game logic and round completion.
Second line (L2)
Complex cases go to the second-line support team, with a clear division of responsibilities and prompt escalation of technical incidents.
SLA target, set by the client
- First response - within 15 minutes
- Resolution of simple queries - within 1 hour
- Handling all requests in accordance with the SLA set by the client
- Clear distinction between L1 and L2 responsibilities
- High team stability that grows together with the client
- Flexibility and adaptability to changes in workload
Collaboration results
| Metric | SLA target set by the client | Result achieved |
|---|---|---|
| First response time | within 15 minutes | Met |
| Resolution of simple requests | within 1 hour | Met |
Team stability: extremely low turnover.
“Senior leadership is always available, SLAs are strictly maintained, and they handle dynamic workloads and 24/7 multilingual support with ease.”- Spribe - Client review - verified on Clutch · 5.0 from 1 review
Client since 2021, engagement ongoing
Read full reviewConclusion
The collaboration with Immido enabled Spribe to:
- Ensure uninterrupted 24/7 support
- Significantly reduce the load on internal teams
- Improve partner service quality
- Scale support operations along with business growth
Immido remains a reliable support partner for Spribe - the first to respond to client requests and consistently delivering a high level of service under any conditions.
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