Project Management Software for IT Companies in Bristol

Support work and project work on the same bench

A managed services firm sells two things that compete for the same people. Support contracts promise a response when something breaks. Project work, such as a migration or a new site rollout, promises a finish date. Both are booked against the same engineers, and support always wins in the moment because it is the one shouting.

The result is familiar: the project falls behind a few hours at a time, nobody notices until the milestone, and the explanation to the project client is awkward because the time went to someone else's outage.

ShipSprint makes the trade-off visible. Support and projects sit on separate boards for each client, each column has a WIP limit, and every new request goes through a triage inbox where someone decides whether it is urgent enough to displace planned work.

Protecting planned work from interruptions

When a support column is at its limit, the board shows it, and the next ticket waits in triage until someone with authority decides. That one step changes the conversation from "why is the project late?" to "we chose to move two engineers onto the outage on Tuesday", which is a much easier thing to explain to a client.

Each engineer's "my day" screen shows today's tickets and project tasks together, with a one-tap time log and an "I'm blocked" button. A blocked engineer brings in the person who can help, with the ticket's context attached, rather than waiting for a reply in a chat channel.

On Team and up, time logs land on the client's project, so you can see how much of a month went to reactive work and how much to the project the client is paying for separately. Reminders for missing days go to the engineer, not the manager. The manager dashboard shows load across the whole bench.

Cover over holidays

Support contracts don't pause for the UK bank holiday weekends, Easter or Christmas to New Year, but your rota does thin out. On Team and up, capacity planning counts approved leave and out-of-office, so you can see in advance which weeks have fewer engineers available for the same contracted cover, and plan project work around them.

Scorecards on Business are adjusted for approved leave and visible to the engineer they describe. Nothing in ShipSprint takes screenshots, logs keystrokes or tracks activity.

Using ShipSprint from Bristol: four practical points

Who you're buying from. Quantuva Technologies Pvt. Ltd., Hyderabad, India, builds ShipSprint. There's no office or local entity in the UK, so support comes by email and in-app chat.

Time zones. IST is 5 hours 30 minutes ahead of Bristol in winter and 4 hours 30 minutes ahead in summer. We usually reply the same working day on Indian time, so plan any migration of client boards so you aren't waiting on an answer halfway through.

Billing. Each user is billed in Indian rupees via Razorpay, and your bank converts the charge to sterling. Your accountant can say how VAT applies to a service from abroad.

Data protection. Tickets often carry client staff names, emails and system details, all of which fall under the UK GDPR and the Data Protection Act 2018. Check the sub-processor list and the security overview against your obligations and what your client contracts say about sub-processors.