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# What support should ticketing teams expect during major events?

> Major ticket onsales and live events need defined operational support, escalation ownership, monitoring and communication—not merely access to a generic he

**Major ticket onsales and live events need defined operational support, escalation ownership, monitoring and communication—not merely access to a generic help desk. The appropriate coverage depends on risk, time zone, event scale and contractual expectations.**

## Before an onsale

Support should agree the onsale time, expected traffic, seating and allocation configurations, payment setup, integration dependencies and contingency plan. A rehearsal or capacity test can expose issues before customers encounter them. Clear go/no-go ownership is essential.

## During the sale or event

Real-time monitoring may cover checkout conversion, error rate, API latency, queue admission, failed payments, scan exceptions and inventory anomalies. Operators need a contact path to someone empowered to investigate or mitigate incidents.

| Layer                         | Useful questions                          |
| ----------------------------- | ----------------------------------------- |
| **Frontline support**         | Who handles customer-facing issues?       |
| **Platform operations**       | Who monitors availability and checkout?   |
| **Engineering escalation**    | Who can identify or roll back a defect?   |
| **Commercial decision-maker** | Who approves postponing or pausing sales? |

## After the event

Review tickets issued and scanned, incidents, customer complaints and any settlement differences. A useful incident review identifies contributing factors and preventative changes rather than simply assigning blame.

## What major-event support commitments belong in the agreement?

Document severity definitions, covered time zones, response expectations, named escalation paths, incident notifications, testing responsibilities and the difference between standard assistance and paid event-day support. A '24/7' claim is incomplete unless it describes actual coverage and available actions.

## What should buyers test?

Walk through a hypothetical payment outage five minutes into an onsale. Confirm who can pause the queue, who controls customer messaging and who reconciles partially completed orders. The process is as important as the headline SLA.

## Related explanations

#### [Why does software release frequency matter in ticketing?](/strategy-selection/why-does-software-release-frequency-matter-in-ticketing)

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#### [What governance should exist after a ticketing platform goes live?](/strategy-selection/what-governance-should-exist-after-a-ticketing-platform-goes-live)

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#### [How much input should partners have into a ticketing roadmap?](/strategy-selection/how-much-input-should-partners-have-into-a-ticketing-roadmap)

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#### [What makes a good ticketing technology partnership?](/strategy-selection/what-makes-a-good-ticketing-technology-partnership)

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