About
Readers of support floors, not spectators of charts
Maplecore Support Board Co., Ltd. is the official registered business name behind our commissions. We were established in 2016 in Ho Chi Minh City to help support leaders see SLA truth without drowning in spreadsheet archaeology.
Origin
In 2016, our founders sat with marketplace and logistics support teams in District 2 who shared the same complaint: every meeting opened with three different versions of first-response. Maplecore began as a small practice that reconciled ticket clocks, then grew into commissioned dashboard builds and structured trend studies.
We remain a human-led consultancy. Analysts and visualization specialists work together; we do not sell seat licenses or a hosted product. Clients keep their ticketing systems; we shape the readings those systems deserve.
How we approach the work
We start with definitions already used on the floor—SLA targets, pause rules, resolution codes—before drawing a single chart. Then we design views for the ritual that matters: morning standups, weekly quality reviews, or quarterly board packs.
- Prefer breach lists and aging buckets over decorative sparklines
- Name an owning analyst before visual polish
- Annotate campaigns and outages so spikes stay interpretable
- Leave written handoffs, not tribal knowledge
People
Senior analysts come from support operations backgrounds; visualization specialists focus on hierarchy, type, and paper-like clarity suited to projected boards. Engagements are led from our Thao Dien studio and extended remotely when clients sit farther from Ho Chi Minh City.
Values
We value calm honesty over theatrical metrics. A mild reservation in a finding is welcome if it keeps a leadership pack accurate. Vietnam’s public holidays, bilingual queues, and campaign-heavy calendars are treated as first-class context, not footnotes.