Incident management
Triage, escalation, vendor coordination, and post-incident notes with action owners.
Managed support is only useful if your team knows who to call, what gets escalated, and how quickly. We run cloud support with defined severity tiers, documented runbooks, and trend analysis that feeds back into prevention work.
P1 < 15 min
Initial response target for critical service impact
24/7
Monitoring and triage options for production estates
Weekly
Incident trend review with remediation backlog update
Change support
Pre-change review for high-risk updates; assistance during maintenance windows.
Health reporting
Uptime, alert noise, capacity headroom, and recurring issue patterns in plain language.
Knowledge transfer
Runbook updates after each significant incident so the same fault is faster next time.
24/7 support only works when runbooks, monitoring, and escalation paths are agreed upfront. We align SLAs to severity definitions your business recognises — not generic ITIL labels disconnected from revenue impact.
Our support model includes periodic service reviews: incident trends, recurring alerts, and capacity signals feed back into architecture and FinOps workstreams so support data drives improvement.
“Mean time to resolve dropped from hours to minutes for P1 alerts once they rewrote our runbooks and monitoring thresholds. Night shifts are quieter now.”
Frequently Asked Questions
What severity levels do you use?
We align Sev-1–4 to business impact: revenue-stopping outages, degraded service, single-user issues, and requests — with response and update intervals agreed in the SLA schedule.
Do you provide 24/7 coverage?
Yes, with follow-the-sun or local overnight coverage depending on your preference. Handover logs ensure continuity between shifts.
Can you support multi-cloud environments?
We support AWS, Azure, and common hybrid patterns. Scope is defined per platform and service type in the support catalogue.
How do you onboard to our environment?
Onboarding includes access provisioning, runbook review, monitoring integration, and a hypercare period where we shadow your team during business hours.
What is not included in standard support?
Project delivery, net-new architecture, and major version upgrades are change requests — scoped separately to avoid SLA conflicts with project work.
How do you report on support performance?
Monthly SLA reports cover volume, MTTR, repeat incidents, and improvement actions. Quarterly reviews align with your service governance forum.