99.9%
Uptime SLA
<15 min
Critical Response
24/7
Monitoring & Support
100+
Systems Supported
What We Cover
Comprehensive support and maintenance services that keep your systems healthy, secure, and performing at their best.
24/7 Monitoring & Alerting
Real-time monitoring of uptime, performance, errors, and security events. Automated alerts via Slack, PagerDuty, and email ensure issues are caught before users notice.
Security Patching & Updates
Proactive OS, framework, and dependency updates. Vulnerability scanning, CVE monitoring, and patch management with zero-downtime deployments.
SLA-Backed Response Times
Tiered SLA with guaranteed response and resolution times based on severity. From 15-minute critical response to scheduled enhancements — all contractually backed.
Bug Fixes & Hotfixes
Rapid bug diagnosis, fix development, and deployment. Critical hotfixes bypass normal release cycles for same-day resolution when your business is impacted.
Dedicated Support Team
Named engineers who know your codebase, architecture, and business context. No random ticket queues — your issues go directly to people who understand your system.
Infrastructure & DR
Cloud infrastructure management, auto-scaling configuration, backup verification, and disaster recovery testing. We ensure you can recover from anything.
Support Plans
Choose the support level that matches your system criticality and team needs. All plans include monitoring, patching, and incident management.
Essential
Small teams & non-critical apps
From $1,500/mo
- Business-hours support (Mon–Fri)
- 24/7 automated monitoring
- Monthly health reports
- Security patches & OS updates
- 48-hour bug fix SLA
- Email & ticketing support
- Quarterly performance review
Professional
Growing businesses & production systems
From $4,000/mo
- 24/7 support with 15-min response
- Real-time monitoring & alerting
- Weekly health reports
- Proactive security & performance patches
- 4-hour critical bug fix SLA
- Dedicated Slack channel
- Monthly strategy call
- Priority feature requests
Enterprise
Mission-critical systems & large orgs
Custom pricing
- 24/7/365 dedicated support team
- 15-minute critical response SLA
- On-call senior engineer
- Daily monitoring & anomaly detection
- Same-day hotfix deployments
- Dedicated Slack + phone support
- Weekly strategy & roadmap calls
- Incident commander for Sev-1
- Quarterly disaster recovery drills
Included in Every Plan
Regardless of your plan tier, every client gets these core capabilities as part of their support engagement.
SLA Response & Resolution Times
Clear, contractual commitments for every severity level. No ambiguity — you know exactly when to expect a response and resolution.
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Severity 1 — Critical | System down, business operations halted | 15 minutes | 4 hours |
| Severity 2 — High | Major feature impaired, workaround exists | 1 hour | 8 hours |
| Severity 3 — Medium | Minor feature issue, no business impact | 4 hours | 2 business days |
| Severity 4 — Low | Cosmetic issue or enhancement request | 1 business day | 5 business days |
How We Handle Incidents
A structured, five-step incident management process that prioritizes speed, transparency, and prevention.
Alert & Detection
Automated monitoring detects anomalies, errors, or threshold breaches. Alerts fire immediately to the on-call engineer and the client's designated contacts via Slack, PagerDuty, and email.
Triage & Classification
The on-call engineer classifies severity based on impact and urgency. Severity 1 and 2 incidents trigger an incident commander who coordinates the response and communicates with stakeholders.
Investigation & Diagnosis
Engineers analyze logs, metrics, traces, and error reports to identify root cause. We use structured debugging frameworks and runbooks to minimize diagnosis time.
Resolution & Deployment
A fix is developed, tested in staging, and deployed to production via zero-downtime deployment. For critical issues, hotfixes bypass the normal release cycle with expedited review.
Post-Mortem & Prevention
Within 48 hours of resolution, we deliver a detailed post-mortem report: root cause, timeline, impact analysis, and preventive measures. We update runbooks and monitoring to prevent recurrence.