24×7 incident response
Three-time-zone coverage, P1-P4 response SLAs, real engineers (not script-readers), and post-incident reviews you actually read.
Services / Managed IT
On-call so good you forget you have it.
We run the platforms we built — and the platforms you built — with a senior on-call rotation, real SLAs, and the engineering muscle to fix root causes, not just acknowledge alerts.
99.95%
Median client SLA
18 min
Median first-response time (P1)
82%
Tickets resolved by L2 (without escalation)
0
Outsourced tier-1 helpdesks
What it is
The work, plainly described.
Managed IT Services is our 24×7 operational practice. We run the production platforms we've built (and inherited platforms you'd like us to take over) with senior SREs in three time zones, transparent runbooks, and a monthly review where we report on what we did, what we found, and what we'd like to fix next month. No contract lock-in tactics, no hourly-pricing games.
Where it fits
- Post-launch operationsWe just built your product. Now we run it, with the team that built it on call.
- Platform takeoverYou have an existing system that you'd like operated by senior engineers. We'll do a takeover assessment first.
- Compliance-required opsSOC 2, HIPAA, PCI environments that need documented incident response and continuous monitoring.
- Cost-conscious mid-marketYou can't hire a full SRE team. We'll be one for less than two FTE's.
Capabilities
What we'll actually do.
Each of these is a deliverable category, not a buzzword bullet. We scope, build, and stay accountable for each one.
Cloud operations
AWS/GCP/Azure operational management — patching, scaling, cost reviews, security hygiene.
Observability & SLOs
Datadog, Honeycomb, Grafana. Real SLOs with error budgets, not vanity dashboards.
Security operations
Vulnerability management, secret rotation, log monitoring, and compliance evidence collection.
Change management
Release coordination, change advisory boards, and the documented changes your auditor wants to see.
Continuous improvement
Monthly engineering reviews where we propose 2-4 improvements per month — not just keeping the lights on.
Process
How an engagement actually runs.
No mystery, no shifting goalposts. Five phases with measurable outcomes per phase.
Takeover assessment
We document the platform, the runbooks, the gaps, and the risks. Two weeks fixed-bid.
Onboarding
Access setup, runbook authoring, on-call rotation integration, and shadow incidents to validate readiness.
Steady-state operations
24×7 coverage with weekly internal reviews and monthly reports to your team.
Continuous improvement
Monthly engineering improvement work — typically observability, automation, or cost optimization.
Quarterly business reviews
Posture review, SLA performance, and a forward-looking roadmap of platform investments.
Why us
Three things you should know.
Senior engineers, not tier-1 scripts
Our on-call rotation is staffed by engineers who've built systems, not scripted helpdesk staff.
Transparent pricing
Flat monthly retainer based on platform complexity. No incident-count games, no overage gotchas.
We'd rather be replaceable
Documentation, runbook ownership, and your team's ability to run things without us are explicit goals.
Frequently asked
The questions everyone asks.
Do you require us to use a specific monitoring stack?
No. We'll work with what you have or recommend what we'd use. Our default is Datadog or Honeycomb depending on the workload.
How long is the contract?
Default is annual with a 60-day exit clause. We don't use multi-year auto-renewal traps.
Can you handle compliance incident response?
Yes. We're experienced operating under SOC 2, HIPAA, and PCI obligations including evidence preservation and notification timing.
What about end-user IT (laptops, helpdesk)?
No — we're application and platform operations only. We can recommend partners for end-user IT.
How do you price?
Flat monthly retainer scoped to platform complexity, traffic, and SLA tier. We share line-item retainer math after the takeover assessment.