Aggressively and with extreme prejudice. We proactively monitor your entire stack using agreed monitoring/observability solutions and dispatch engineers within minutes.

We build detailed runbooks and execute within the agreed SLA. We complete root cause analysis and make permanent fixes.

You will always find another person on the end of the phone or Slack channel. Our proprietary IM and monitoring solution Mission Control connects every dot, L1 and L2 to comms, feeds and tools. And you. If you want to see how the sausage is made.

Our monitoring will include (but will not be limited to): uptime/availability, API availability, database performance and availability, error rates (HTTP 5xx, 4xx), response time/latency, server and application health, network connectivity, load balancer health, CPU, memory, and disk utilisation, HTTP request success rate, third-party service integrations, DNS resolution failures, SSL/TLS certificate expiration, failed login attempts or authentication issues, user activity and traffic spikes, application log monitoring, and cloud provider status. That kinda stuff.

Yes.

Challenge, shmallenge. With cloud-native, real-time monitoring tools, distributed tracing, and log aggregation, we see everything. Every spike, every blip, every slow query. Our approach combines automation with a dedicated team. We’re tech-enabled and person-led. You’re protected 24/7.

You wouldn’t be the first. If you have a SaaS business we can integrate with your ticketing system to help solve end-user requests. If you’re Spotify or Netflix, we can’t swing an outsourced helpdesk, but we can decimate the number of tickets heading toward said helpdesk with all the good stuff described elsewhere on this page.

We handle SaaS support outsourcing with a mixture of the best support team in the business, technical skills evolving at the pace of the market and our proprietary solution Mission Control, allowing us to monitor and triage everything in your SaaS solution stack. From IT infrastructure and computing resources to 3rd-party services. That’s how we ensure you’re maintaining performance 24/7, 365.

Monitoring: Continuous tracking of your systems, applications, or cloud infrastructure to ensure optimal performance, uptime, and security. Monitoring includes real-time alerts for anomalies, potential bottlenecks, or system failures that may require immediate attention.

L1 Communications: This refers to the first line of communication in support, dealing with basic technical issues. L1 support typically handles tasks such as troubleshooting simple problems, resetting passwords, and answering general user queries, before escalating more complex issues to higher levels.

<30 Minute Response Time: A commitment to acknowledge and respond to any support request or issue within 30 minutes, ensuring that problems are addressed swiftly to minimise downtime and potential impact on business operations.

L2 Resolution: Level 2 (L2) support involves more advanced troubleshooting and technical expertise, often dealing with more complex issues that L1 cannot resolve. This could include in-depth application debugging, database issues, or network performance problems.

Incident Reporting: After resolving an issue, we provide a detailed report outlining what happened, how it was addressed, and any preventive actions that should be taken in the future. This helps in improving processes and avoiding recurring incidents.

Recommendations: Alongside solving problems, we offer expert suggestions to optimise your infrastructure or applications. These could range from security improvements to performance enhancements, based on our analysis of your systems and their behaviour during incidents.

Infrastructure or Application Only: You can choose to limit our support to just your cloud infrastructure or specific applications. For example, we can focus solely on maintaining your AWS environment or handle only your custom eCommerce platform, based on your needs.

Faster SLA Response Times: If the standard <30 minute response time isn’t enough for your business, we offer customisable Service Level Agreements (SLAs) with even quicker response times to ensure issues are handled with the utmost urgency.

Custom Code: We provide support for custom-built applications or software. This means our team is skilled in understanding, troubleshooting, and optimising code that isn’t part of off-the-shelf solutions, ensuring your unique systems run smoothly.

Custom Applications: Beyond just supporting standard platforms, we specialise in supporting fully bespoke applications. Whether your app is designed in-house or by a third-party developer, we ensure it’s maintained and optimised according to your specific needs.

DevOps Support: Our DevOps support focuses on managing and automating your software development pipelines and infrastructure. This includes Continuous Integration/Continuous Deployment (CI/CD), infrastructure as code (IaC), and other tools that streamline operations and enable faster, more reliable releases.

Ticket Cap: If you want to manage the number of support requests, we can set a cap on how many tickets we’ll handle within a given time frame. This allows you to control costs and prioritise critical issues while leaving routine tasks to your in-house team.