What SLAs do you offer for 24x7 support?

We offer tiered SLAs based on incident severity. Critical incidents (P1) have 15-minute response time and 1-hour resolution target. High severity (P2) has 30-minute response and 4-hour resolution. Medium (P3) has 2-hour response and 24-hour resolution. All SLAs are backed by service credits.

How do you handle incident escalation?

We follow a structured escalation matrix. L1 engineers handle initial triage and known issues. L2 engineers address complex technical problems. L3 escalates to senior architects for critical incidents. We also have direct escalation paths to your team and cloud provider support when needed.

Can you integrate with our existing monitoring tools?

Yes, we integrate with all major monitoring and alerting platforms including Datadog, New Relic, PagerDuty, Prometheus, Grafana, CloudWatch, and custom solutions. We can also deploy our monitoring stack if you don't have one in place.

What communication channels do you support?

We support Slack, Microsoft Teams, PagerDuty, email, phone, and video calls. During incidents, we maintain a dedicated war room channel and provide real-time status updates. Post-incident, we share detailed RCA reports and improvement recommendations.

24x7 DevOps Support | Round-the-Clock NOC & Incident Response

Why 24x7 DevOps Support?

Your users don't stop at 5 PM, and neither do production incidents. Server failures, security breaches, and performance degradations happen around the clock—often at the worst possible times. Without dedicated coverage, you're either burning out your engineering team with on-call rotations or leaving your systems vulnerable during off-hours.

24x7 DevOps support provides continuous monitoring and incident response by experienced engineers who understand your infrastructure. We become an extension of your team—handling alerts, resolving issues, and escalating only when necessary—so your developers can focus on building rather than firefighting.

Whether you need full SRE coverage or supplemental support to fill gaps in your on-call rotation, we provide flexible engagement models backed by clear SLAs and transparent reporting.

The Cost of Inadequate Support

Gaps in operational coverage create risks that compound over time and impact the entire organization.

Extended Downtime

Without 24x7 coverage, incidents during off-hours can go unnoticed for hours. Every minute of downtime costs revenue and erodes customer trust.

Engineer Burnout

On-call rotations with small teams lead to burnout, reduced productivity, and increased turnover. Your best engineers spend nights firefighting instead of innovating.

Security Exposure

Security incidents require immediate response. Delayed reaction to breaches or attacks dramatically increases damage and compliance risk.

Customer Churn

Repeated outages and slow recovery times drive customers to competitors. B2B customers especially have zero tolerance for reliability issues.

SLA Violations

Enterprise contracts include uptime SLAs with financial penalties. Without proper support coverage, SLA breaches become inevitable.

Deferred Maintenance

When engineers are constantly fighting fires, proactive maintenance gets postponed. Technical debt accumulates, creating a cycle of increasing incidents.

Our Support Coverage

Comprehensive operational support that covers every aspect of keeping your systems running.

Incident Response

Immediate response to alerts and incidents. Triage, diagnosis, resolution, and communication—all handled by experienced engineers with access to your systems.

Response Time 15 min (P1), 30 min (P2)

Monitoring & Alerting

Continuous monitoring of infrastructure, applications, and services. Smart alerting that reduces noise while catching real issues before users notice.

Coverage Infrastructure, apps, SLOs

Escalation Management

Structured escalation paths from L1 through L3 and to your team when needed. Clear handoffs, documented runbooks, and vendor coordination.

Levels L1 → L2 → L3 → Your Team

Proactive Maintenance

Scheduled maintenance windows for updates, patches, and optimizations. Certificate renewals, security patches, and infrastructure hygiene handled proactively.

Frequency Weekly maintenance cycles

Deployment Support

Assistance with production deployments, rollbacks, and release management. CI/CD pipeline monitoring and intervention when deployments cause issues.

Coverage Deploy, monitor, rollback

Incident Analysis & RCA

Post-incident reviews with detailed root cause analysis. Blameless postmortems, action items, and process improvements to prevent recurrence.

Deliverable RCA within 48 hours

SLA Tiers & Response Times

Clear, contractual commitments backed by service credits.

Severity	Definition	Response Time	Resolution Target
P1 - Critical	Production down, major security incident, complete service outage affecting all users	15 minutes	1 hour
P2 - High	Significant degradation, partial outage, feature unavailable, affecting subset of users	30 minutes	4 hours
P3 - Medium	Performance issues, non-critical functionality impaired, workaround available	2 hours	24 hours
P4 - Low	Minor issues, cosmetic problems, questions, enhancement requests	8 hours	Best effort

Service Credit Guarantee: If we fail to meet response time SLAs, you receive service credits. P1 misses result in 10% monthly credit, P2 misses in 5% credit. We put our money where our SLAs are.

Our Support Process

A battle-tested incident management workflow refined over thousands of incidents.

Alert Detection

Monitoring systems detect anomalies, threshold breaches, or failures. Alerts flow into our NOC through PagerDuty, Opsgenie, or your preferred alerting platform. Intelligent routing ensures the right engineer is notified.

Initial Triage

L1 engineer acknowledges the alert, assesses severity, and begins initial diagnosis. Known issues are resolved using documented runbooks. Novel issues are escalated with context to L2.

Investigation & Resolution

Engineers investigate root cause, implement fixes, and restore service. For complex issues, we spin up a war room with real-time collaboration. Your team is looped in based on severity and preference.

Communication

Regular status updates via Slack, email, or your preferred channel. Stakeholders stay informed without needing to chase updates. Status page updates for customer-facing incidents if applicable.

Closure & Review

Verify fix effectiveness and service restoration. Document resolution steps, conduct blameless postmortems for P1/P2 incidents within 48 hours, and update runbooks to prevent recurrence.

Engagement Models

Flexible support options to match your needs and budget.

Full 24x7 Coverage

Complete operational support around the clock. We handle all monitoring, alerting, and incident response. Ideal for teams without dedicated ops staff or those wanting to eliminate on-call entirely.

After-Hours Support

Coverage during nights, weekends, and holidays when your team is off. Your team handles business hours; we take over for off-hours. Seamless handoffs at shift transitions.

Overflow Support

Backup support when your team is unavailable or overwhelmed. We step in during vacations, sick days, or high-incident periods. Pay only for what you use.

Dedicated SRE Team

Embedded SRE engineers who work exclusively on your infrastructure. Deep context, proactive improvements, and incident response combined. For organizations needing more than reactive support.

Technologies We Support

Deep expertise across the modern cloud-native stack.

Cloud Platforms

AWS, Azure, GCP

AWS (EC2, EKS, RDS, Lambda, CloudFront), Azure (AKS, App Service, SQL), GCP (GKE, Cloud Run, BigQuery). Multi-cloud and hybrid environments supported.

Containers