DevOps & Engineering
Technical Support
A product company needed ongoing support for their production platform: incident response, patches, and small improvements without hiring a full ops team.
Ongoing maintenance, patches, and incident response.
Their small engineering team was spending a lot of time on firefighting and maintenance; they wanted to focus on product. We set up a support retainer: defined SLAs for response and resolution, on-call coverage, and a lightweight process for prioritising bugs and small enhancements. We also documented runbooks, dependencies, and escalation paths so handoffs were clear. We work in their tools and repos so their team stays in the loop.
They’ve reduced unplanned engineering time spent on ops; incidents are handled within SLA, and they’ve been able to ship more product features. We’ve also helped them hire their first dedicated reliability engineer and transition some responsibilities.
Key Outcomes
- ·Incidents handled within agreed SLAs; less unplanned eng time
- ·Runbooks and escalation paths documented
- ·Support for hiring and transitioning to first SRE