From personal frustration to practical solutions
Our founder, Liwen Baornsai, was managing a small delivery app for a local restaurant group. Everything seemed fine until the iOS update in late 2018 broke the payment integration. Support took eleven days to respond. The restaurants lost orders. Customers got frustrated.
That's when Liwen decided there had to be a better approach. Not just faster response times, but actually understanding how mobile apps break in real-world conditions. How updates cascade through systems. How one small change can trigger unexpected issues hours later.
The turning point
By early 2019, Liwen had connected with Narisa Phongphan, who'd just left a large tech consultancy because she was tired of cookie-cutter solutions. Together, they started what became SyncNetworkPortal with one clear focus: build support systems that actually understand mobile app ecosystems.
We spent most of 2019 working with five apps. Learning their quirks. Understanding their breaking points. Building monitoring systems that caught problems before users noticed them. One client told us we saved their business when we identified a memory leak that would've crashed their app during their busiest sales period.
Our first office space in 2019, where we developed the monitoring approach we still use today
Testing configurations across different devices became our obsession early on
How we actually approach mobile app support
Most support teams wait for things to break. We learned that's too late. Our methodology came from those early client experiences where we realized prevention matters as much as fixing problems quickly.
Continuous monitoring that makes sense
We don't just watch error logs. We track patterns across your entire app ecosystem to spot trouble before it becomes visible to users.
- Memory usage trends across device types
- API response time fluctuations
- Battery drain indicators
- Network failure patterns by region
Update validation process
Every OS update, every platform change gets tested against your specific app configuration before we recommend deployment.
- Compatibility testing on real devices
- Integration point verification
- Performance comparison metrics
- Rollback procedures ready before deployment
Incident response framework
When problems do happen, we follow a systematic approach we refined over hundreds of incidents since 2019.
- Initial assessment within 15 minutes
- Root cause identification using our diagnostic tools
- Immediate mitigation while planning permanent fix
- Post-incident analysis to prevent recurrence
What actually sets us apart
We're not the biggest support team. We're probably not the cheapest either. But we've built something specific over the past six years that works reliably for mobile apps operating in Southeast Asian markets.
Our monitoring catches about 73% of issues before they affect end users, based on our 2024 data. That comes from understanding how apps behave under real-world conditions in this region, not theoretical best practices from somewhere else.
The people behind the systems
Liwen Baornsai
Founder & Technical Lead
Started this whole thing because waiting eleven days for support response seemed ridiculous. Still gets genuinely excited when our monitoring catches an issue at 2am before anyone notices.
From restaurant app crisis to support methodology
The story I mentioned earlier about the payment integration breaking? That was my wake-up call. I had a computer science background but I'd been working in project management. When that crisis hit, I realized support teams often don't actually understand how mobile apps fail in production.
So I started learning. I mean really learning, not just reading documentation. I broke test apps intentionally. I monitored every metric I could think of. I talked to developers about what made their jobs harder when dealing with support issues.
Building support systems that actually support developers
I joined because I was burned out from implementing generic solutions that never quite fit. At my previous job, we had these elaborate support frameworks that looked impressive in presentations but frustrated everyone using them daily.
Liwen's approach was different. Start with the actual problem. Understand the specific context. Build only what's needed, but build it thoroughly. That resonated with me immediately.
Together, we developed the monitoring methodology that became our foundation. It took six months of testing and refinement. We threw away three versions that seemed clever but didn't work reliably in practice. The version we use now isn't fancy, but it catches problems consistently.
Narisa Phongphan
Co-founder & Operations Director
Spent eight years at consultancies before realizing cookie-cutter solutions rarely work. Now builds support systems that actually fit how apps break in the real world.