G2

Vlad R.

Vice President, Information Technology

Mid-Market (51-1000 emp.)

8/7/2026

"Structured L1 & L2 Support That Reduced Response Times and Improved Service Reliability"

5/5

What do you like best about Adastra?

It is their ability to provide consistent, reliable support while quickly adapting to the operational complexity of our environment. They are able to effectively balance structured processes with flexibility, ensuring that support activities remained efficient even as the scope expanded across multiple programs and portfolios.

Adastra demonstrates a strong sense of ownership in their day-to-day work, going beyond basic support tasks to proactively identify gaps, improve processes, and maintain the quality of documentation. They work closely with our team to understand program-specific requirements, ensuring that both Level 1 and Level 2 support activities were aligned with the unique needs of each portfolio. Review collected by and hosted on G2.com.

What do you dislike about Adastra?

We have not identified any significant areas for improvement. The engagement has been managed effectively, with consistent communication, timely delivery, and a strong alignment with Bond Brand Loyalty’s operational requirements. Review collected by and hosted on G2.com.

Recommendations to others considering Adastra:

Adastra maintained a responsive and proactive stance, addressing incidents within defined service levels and adapting quickly to evolving requirements. Their ability to provide consistent, high-quality support contributed to building strong trust, which is reflected in the gradual expansion of the engagement scope and the onboarding of additional portfolios.

What stood out was Adastra’s commitment to operational excellence and continuous improvement. By maintaining clear communication, adhering to service expectations, and demonstrating reliability in day-to-day support, the team ensured that our needs were consistently met without disruption. This dependable and collaborative approach enabled a smooth transition into a steady-state support model while supporting the growing demands of the environment Review collected by and hosted on G2.com.

What problems is Adastra solving and how is that benefiting you?

Adastra provides application support services across our production portfolios, focusing on Level 1 (L1) and Level 2 (L2) support within a hybrid environment spanning on-premises and Microsoft Azure infrastructure. The engagement involves transitioning support responsibilities to a dedicated embedded team, enabling a scalable and consistent support model aligned with operational needs.

Adastra is delivering structured support services that cover incident management, monitoring, and operational continuity for multiple portfolios. Level 1 support is driven by well-documented playbooks, automated alerts, and established processes, ensuring efficient triage and resolution of first-level issues.

Adastra’s application support services for Bond Brand Loyalty are currently operating in a stable and efficient manner, consistently meeting defined service levels and response expectations. The support model enables timely handling of operational incidents, ensuring minimal disruption to our business operations.

The structured L1 and L2 support approach has significantly improved operational responsiveness and reliability across supported portfolios. By leveraging well-defined playbooks, monitoring alerts, and a centralized support model, issues are quickly identified, triaged, and either resolved or escalated to the appropriate teams. This has reduced response times, improved incident handling consistency, and ensured that critical issues are addressed in a timely manner.

The phased onboarding of Level 2 support has also contributed to increased depth of knowledge across programs, enabling more efficient troubleshooting and resolution of complex issues that resulted in improved operational stability, faster response and resolution times, and a more structured and scalable support framework. These outcomes have enhanced service reliability, reduced operational risk, and ensured consistent support coverage across Bond Brand Loyalty’s application landscape. Review collected by and hosted on G2.com.