Claire Donnelly
Service desk director; intake design, impact classification, and stakeholder communication.
Help center / Our desk
Boston • Since 2017Resolution matters. Retained learning matters too.
Harborline was created by service desk and infrastructure leads who wanted incident work to improve the next shift, not vanish into a closed ticket.
Our operating promise
We explain what we observed, what a test proves, what remains unknown, and who owns the next decision.
- No unexplained “magic fix”
- No requests for secrets in ordinary email
- No pretending environment advice is universal
- No hiding when official vendor escalation is appropriate
- No closure without a validation note
Desk leads
Owen Park
Technical escalation lead; connection chains, workspaces, data sources, and evidence quality.
Samira Cole
Knowledge manager; runbooks, review cycles, shift handoffs, and technician enablement.
Service facts
2017
Founded in Boston
3 layers
Intake, isolate, transfer
ET hours
US weekday coverage
Independent
Not Devolutions Inc.
Talk with the people who triage the work.
We will tell you whether Harborline fits the issue.