01
Monitor proactively
Uptime, error budgets, and synthetic checks before users report issues.
- Uptime
- Synthetics
- Error budgets
- Dashboards
UPTIME WATCH（UPTIME WATCH）PATCH DISCIPLINE（PATCH DISCIPLINE）INCIDENT RESPONSE（INCIDENT RESPONSE）EVOLVING PRODUCT（EVOLVING PRODUCT）ON-CALL ROTATION（ON-CALL ROTATION）ERROR BUDGETS（ERROR BUDGETS）CVE TRIAGE（CVE TRIAGE）RUNBOOKS（RUNBOOKS）UPTIME WATCH（UPTIME WATCH）PATCH DISCIPLINE（PATCH DISCIPLINE）INCIDENT RESPONSE（INCIDENT RESPONSE）EVOLVING PRODUCT（EVOLVING PRODUCT）ON-CALL ROTATION（ON-CALL ROTATION）ERROR BUDGETS（ERROR BUDGETS）CVE TRIAGE（CVE TRIAGE）RUNBOOKS（RUNBOOKS）
PATCH TUESDAY（PATCH TUESDAY）STATUS PAGE（STATUS PAGE）ENHANCEMENT HOURS（ENHANCEMENT HOURS）TICKET TRIAGE（TICKET TRIAGE）DB TUNING（DB TUNING）LOG DRAINS（LOG DRAINS）BACKUP RESTORE（BACKUP RESTORE）SLA REPORTING（SLA REPORTING）PATCH TUESDAY（PATCH TUESDAY）STATUS PAGE（STATUS PAGE）ENHANCEMENT HOURS（ENHANCEMENT HOURS）TICKET TRIAGE（TICKET TRIAGE）DB TUNING（DB TUNING）LOG DRAINS（LOG DRAINS）BACKUP RESTORE（BACKUP RESTORE）SLA REPORTING（SLA REPORTING）
Operate with confidence
SUPPORT THAT MAKES TUESDAYS BORING AND QUARTERS PREDICTABLE
Firefighting is expensive. We run monitoring, patching, and ticket triage with SLAs your leadership can cite in board meetings. Not heroic all-nighters that burn out your only senior engineer.
How we run support
SLA-BACKED OPS THAT KEEP PRODUCTION BORING
Maintenance is monitoring, patching, and small enhancements. Not just ticket closing.
02
Patch on schedule
Dependency and security updates with regression smoke after each batch.
- Dependabot
- CVE triage
- Smoke tests
- Changelog
03
Respond with SLAs
Severity matrix, on-call rotation, and comms templates your team expects.
- P1/P2
- On-call
- Status updates
- RCA
04
Evolve incrementally
Small improvements funded from the retainer, not deferred forever.
- Backlog
- Micro-releases
- Tech debt
- Roadmap
Service lines
MAINTENANCE BUILDING BLOCKS FOR LIVE SYSTEMS
Mix tiers to match risk. An internal admin tool and a payment API should not share the same pager policy or response targets.
Organisational relief
WHAT GOOD SUPPORT FEELS LIKE INSIDE THE COMPANY
These are the shifts operations leads describe after ninety days. Not vanity NPS scores from a survey nobody fills out.
Ops metrics
OUR SUPPORT PROGRAMMES BY THE NUMBERS
99.9%
Uptime target across managed estates
<15m
P1 acknowledgement time on premium tier
40%
Average ticket reduction after 90 days
Onboarding
THREE STEPS BEFORE WE HOLD THE PAGER
No cowboy production access. Survey first, agree on SLAs, then steady-state operations with monthly steering meetings.
Step01
Estate survey
Architecture map, deploy path, on-call history, and the top ten recurring incidents. We baseline everything before touching production.
Step02
SLA & backlog plan
Response targets, enhancement budget, and prioritisation rules agreed with your product owner. Not invented by the support team in isolation.
Step03
Steady-state ops
Monitoring, patching, and ticket triage on a consistent rhythm. Monthly reports show trends and risk, not just closed ticket counts.
Ops craft
ENGINEERS WHO WRITE RUNBOOKS BEFORE THEY NEED THEM
We have carried pagers for payment rails, healthcare portals, and high-traffic content sites. Boredom is the goal.
01
Blameless postmortems
Action items tracked to closure. The same incident should never recur because someone forgot to file the follow-up ticket.
02
Seasonal playbooks
Black Friday, tax season, enrollment windows. Scale checks and freeze rules documented ahead of calendar pressure.
03
Enhancement triage
Small fixes batched sensibly. UX papercuts addressed without derailing patch windows or creating deployment risk.
04
Exit transitions
If you insource ops, we pair on runbooks and shadow shifts together. Pager handoff is a project, not an email.
Case studies
SYSTEMS UNDER CARE
FAQ
QUESTIONS TEAMS ASK BEFORE WE START
Retainer tiers spell out incident response, patch cadence, and enhancement hours clearly. Out-of-scope work gets estimated before we start it.
Yes. Rotation-only engagements exist. We still need architecture onboarding and runbook access before holding the pager.
We maintain older stacks regularly. Upgrade paths are proposed, not forced, unless the security risk is critical enough to warrant urgency.
Usually internal tiers only. Customer-facing support can be arranged with separate training and tone guidelines agreed upfront.
Read access to monitoring, logs, repos, and ticketing. Least privilege. Access reviewed quarterly.
Get in touch
WHAT KEEPS YOU UP AT NIGHT ABOUT PRODUCTION?
Share your stack, traffic patterns, and current on-call pain points. We will map SLA options and walk you through what onboarding week looks like.