Your Product, Always On — Senior Engineers on Standby

Response time SLAs by severity: P1 (production down) — 1-hour response, 4-hour resolution target. P2 (major feature broken) — 2-hour response, 8-hour resolution target. P3 (non-critical issues) — 4-hour response, 48-hour resolution target. P4 (minor issues) — next business day. All measured from the time of notification, 24/7.

A PagerDuty alert goes to the on-call engineer immediately when monitoring thresholds breach. The on-call engineer investigates and engages a second senior engineer within 30 minutes if not resolved. We have a clearly documented escalation chain and you receive status updates every 30 minutes during a P1 incident until resolution.

We maintain a living runbook that every engineer on your support rotation reads and updates. Every incident, every change, and every architectural decision is documented. Engineers joining the rotation shadow the current on-call for two weeks before going solo. Context does not live in one person's head.

All credentials and access are kept in your systems — we have access granted to us, not access we control. You can revoke our access at any time. We maintain a least-privilege access model, accessing only what is needed for the specific issue being investigated.

Support plans are priced by response tier and scope. Basic monitoring and P3/P4 support starts at $2k/month. Full 24/7 on-call with P1 SLA starts at $5k/month. Enterprise plans including dedicated engineer capacity and micro-sprint hours are priced individually. Annual contracts receive a 15% discount.

Bug fixes, security patches, dependency updates, performance investigations, infrastructure scaling, and minor configuration changes are all in scope. Feature development and significant new functionality are handled as micro-sprints with additional scoping and agreement. We are clear about the boundary and never do out-of-scope work without explicit sign-off.

We maintain comprehensive documentation throughout the engagement precisely for this scenario. Handoff includes a full runbook review session, recorded walkthroughs of all system components, incident history export, monitoring configuration documentation, and a 30-day Q&A period where your incoming team can ask us anything.

Yes. Monthly plans require 30 days notice. Annual plans include a 90-day termination window. We never hold production access hostage — you can terminate and regain full independent control at any time. We provide all documentation and access credentials in a complete handoff package on request.