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Support
Tiered technical support for your team and your customers, with response times you can put in a contract.
Typical timeline · Monthly retainer
Why teams buy this
What you get out of it
- 15-minute response on critical incidents
- Shared Slack channel with your engineers
- Root cause analysis on every P1
- Coverage across time zones
Process
How the engagement runs
- Step 01
Discovery
Service scope, severity definitions and contact matrix agreed.
- Step 02
Design
Runbook creation, monitoring hooks and on-call rota design.
- Step 03
Build
Live support desk with ticketing, paging and status communication.
- Step 04
Launch & iterate
Incident reviews and quarterly service improvement plans.
Deliverables
What lands in your hands
- Support SLA
- Runbooks
- Incident reports
- Quarterly reviews
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