Five kinds of engagement.
We can take on one topic or all of it. Either way, we look at how you actually run things before we suggest anything.
Monitoring Setup
We build a monitoring stack that catches problems before your customers do. SLOs are set on what your users actually hit, and alerting is tuned against them. If it pages at night, there’s real work to do.
What’s included
- SLIs and SLOs defined on your critical user journeys
- Alerting on symptoms and error-budget burn, not on CPU at 80%
- Per-service dashboards, plus a single overview for on-call
- A clean-up of existing alerts: keep, fix, or delete
Observability
Monitoring tells you something is broken. Observability tells you why. We set up structured logs and distributed tracing so an engineer can follow a failing request through every service it touches.
What’s included
- Structured logs, correlated by request ID and trace ID across services
- OpenTelemetry instrumentation and distributed tracing
- Tooling sized to your scale and budget, with no vendor agenda
- Cost control: sampling, retention, cardinality
Process Design & Implementation
When an incident hits, everyone should know what to do without digging through Slack. We write your incident response, on-call, escalation and triage processes. Then we run them with your team until they stick.
What’s included
- Incident response: roles, severity levels, communication
- Sustainable on-call rotations and clear escalation paths
- Ticket triage workflows with realistic internal SLAs
- Blameless postmortems whose action items actually get closed
Support Team Restructuring
Your team grew faster than its structure. We rework roles, support tiers, staffing and workflows so the team keeps up as volume grows, without burning people out.
What’s included
- Org design: L1/L2/L3 tiers, roles and ownership
- A staffing model based on your real volumes
- Clear handoffs between support, SRE and product engineering
- A phased transition plan that doesn’t break what already works
Support Function Audit
A structured look at your support or SRE organisation: tooling, process, team health and metrics. You get a written report and a ranked list of what to fix first. It’s yours to keep, whether or not you hire us afterwards.
What’s included
- Team interviews and a review of your current tooling
- Analysis of recent tickets, incidents and alerts
- A written report: findings, risks, quick wins
- A roadmap prioritised by impact and effort
If everyone ignores your alerts, your on-call isn’t protecting anything.
A free first audit. We find what’s breaking and tell you where to start.
Request a free audit