Tobias Schwittek
Technology and Operations
Tobias Schwittek is responsible for technology and operations around rapidFOX: servers in Germany, mailbox integration, backups and the local AI. He writes about the technical side of a ticketing system – how email turns into tickets, how response and resolution targets are actually calculated, and what matters in IT support and escalations.
Articles by Tobias Schwittek
How email ticketing works: IMAP and SMTP, how replies find their ticket, what happens to attach...
SLA explained in plain language: what response and resolution times mean, how business hours ar...
AI in support: where it genuinely helps, where it fails, what the data protection question is,...
An IT ticketing system for internal support: what it has to do, how much ITIL you actually need...
Setting up SLAs in practice: which classes to define, how to pick times you can keep, how busin...
How escalation actually works in support: when to escalate, to whom, what changes as a result,...