On-call rotation
A named rota with primary and secondary engineers covering the hours you need, backed by escalation paths if the first responder cannot reach the system.
Optimisation & Advisory
24/7 Managed DevOps Support
An on-call rotation behind your pager, with agreed response windows and monthly incident reporting.
The work
What this actually does
Covering 24/7 is not the same as promising an instant fix. We take the pager for the alerts you define, triage them against agreed runbooks, and escalate to your engineers when the incident genuinely needs application knowledge we do not hold. Response targets are written into the contract and reported against every month.
Our median response to a new page is around fifteen minutes, and we are honest that some incidents take hours to resolve because the root cause sits in code we have never seen. The value is in steady triage, clean handovers and a written record of what changed, so your team starts the next morning with facts rather than a thread of guesses.
If any of these sound familiar
- One engineer is quietly carrying every out-of-hours page
- Alert fatigue means real incidents get dismissed as noise
- Incidents are resolved but nothing is written down
- Nobody knows who to escalate to at 3 a.m.
Scope
What's included
Every engagement on this page covers the following, sized to your setup rather than delivered as a fixed package. If something here is not relevant to you, it comes off the scope and off the price.
Alert triage
We review the alerts your monitoring emits, cut the ones that cannot be acted on, and route the rest to a person with the runbook attached.
Incident response
Agreed response targets by severity, a single incident channel per event, and clear criteria for when we hand the problem back to your team.
Escalation and handover
Every incident ends with a written handover: what we saw, what we changed, what is still open and which engineer should pick it up in the morning.
Monthly reporting
Incident volume, response times, recurring causes and the cloud cost of the systems we cover, reviewed with you each month against the targets we agreed.
Routine maintenance
Planned work like patching, certificate renewal and backup verification sits inside the same agreement, so small chores stop being the reason nothing else gets done.
What changes
What teams typically see
15 minMedian incident response
24/7Named on-call coverage
12Reported reviews per year
Handover
What you keep
Everything produced during the engagement is yours: the repositories, the accounts, the documentation. There is no proprietary layer and nothing to unlicense if you take the work in-house.
- Runbook pack covering every alert we take
- On-call rota and escalation contact matrix
- Signed response and resolution targets by severity
- Monthly incident, reliability and cost report
- Quarterly review with remediation actions agreed
Tooling
Tools we use here
A starting point, not a requirement. We work in whatever you already run wherever it does the job.
PagerDuty
Grafana
Prometheus
Datadog
Kubernetes
Terraform
AWS
How it runs
From first call to handover
The same four steps on every engagement. You see each one before it starts and can stop at any of them.
- 01
Scope what we cover
We list the services, environments and hours in scope, agree severity definitions, and write the response targets that the rest of the work is measured against.
- 02
Take over the pager
Alerts are migrated in batches, tested against the runbooks, and only handed across once we have seen each one fire at least once in a controlled way.
- 03
Run and document
During each shift we triage, resolve what is within scope and write the handover. Anything outside scope is documented and routed, not silently parked.
- 04
Review and improve
The monthly report drives specific actions: an alert tuned, a runbook corrected, a recurring fault added to your engineering backlog with the evidence attached.
Questions
Asked before we start
Can you guarantee a fix within the response window?
No, and any provider who does is describing a target rather than an outcome. We commit to response and update times by severity, and we keep working an incident until it is either resolved or handed back with a clear owner.
How quickly will someone respond at 3 a.m.?
Our median is around fifteen minutes for a new page, but that is a median across all incidents, not a fixed promise for every one. Severity and complexity vary, and a genuine platform outage will pull in more engineers than a single failed job.
Do you need full admin access to our cloud?
We ask for the least privilege that lets us do the job, which usually means a scoped role with break-glass access logged and reviewed. Where you would rather hold the keys, we can work from read-only access plus an escalation path to your on-call.
What happens when our own team goes on holiday?
The rota is ours, so your leave does not create a coverage gap. We agree in advance who your escalation contact is during that period, and if there is nobody available we escalate to a named engineering lead on our side instead.
Optimisation & Advisory
Often needed alongside this
Reliability & Performance
SRE, On-Call & Incident Response
Error budgets, runbooks and an escalation path that keeps 3 a.m. pages rare and short.
- SLI/SLO definition and error-budget policy
- Alert tuning and on-call rotation design
- Blameless postmortems and remediation tracking
Reliability & Performance
Monitoring & Observability
Know what broke, why it broke and who it affects — before your customers have to tell you.
- Prometheus, Grafana, Datadog & CloudWatch
- OpenTelemetry tracing and structured logging
- SLO dashboards and actionable alert routing
Reliability & Performance
Alerting & On-Call Tooling
Fewer, better alerts that route to the right person — and stay quiet when nothing is actually wrong.
- PagerDuty, Opsgenie and Grafana OnCall
- Alert tuning to kill chronic noise
- Escalation policies and rotation schedules
Worth a conversation about 24/7 Managed DevOps Support?
Bring the specific problem. We will tell you honestly whether this is the service that fixes it, and what it would take.