Managed Support & SRE
Site reliability engineering is the practice of operating software to defined availability targets using monitoring, automation and structured incident response, rather than reacting to failures as users report them.
Someone watching the system at 3am, so it is not you hearing about it from a customer.
Why teams bring us this work.
Software does not stay working on its own. Dependencies gain vulnerabilities, certificates expire, traffic patterns shift, and cloud providers deprecate the services you built on. Without someone owning that, systems degrade quietly until something visible breaks.
We operate systems to agreed availability targets: monitoring tied to user-facing symptoms rather than server statistics, a real on-call rotation, structured incident response, and post-incident reviews that produce engineering work rather than blame. Patching and dependency upgrades run continuously, because a security update deferred for a year is how a large share of breaches begin.
You likely need this if
- Outages you hear about from customers first
- Dependencies months or years behind on security updates
- No on-call rotation, or one person who is permanently on call
- Alerts that fire so often nobody reads them any more
What we deliver.
- Monitoring & alerting design
- On-call rotation & incident response
- Service level objectives (SLOs)
- Security patching & dependency upgrades
- Post-incident review
- Capacity & performance management
- Backup & disaster recovery testing
- Runbook & documentation upkeep
Our Support & SRE process.
Onboarding & baseline
Architecture, dependencies, current alerting and known weak points documented before we take responsibility for anything.
Observability
Monitoring and alerting rebuilt around user-facing symptoms, so an alert means something and quiet means healthy.
Service level objectives
Availability and latency targets agreed explicitly, with an error budget that makes the trade-off between speed and stability visible.
Operate
On-call cover, incident response, patching and dependency upgrades on a continuous cycle.
Improve
Post-incident reviews that produce scheduled engineering work, so the same failure does not recur.
What we build it with.
- Prometheus
- Grafana
- OpenTelemetry
- Sentry
- PagerDuty
- Terraform
- Kubernetes
- Renovate
Sectors we do this for.
Fintech & Banking
Payments, lending, risk and regulated financial infrastructure.
E-commerce & Retail
Storefronts, marketplaces, fulfilment and customer data platforms.
Healthcare & Life Sciences
Clinical systems, patient platforms and privacy-critical data handling.
Government & Public Sector
Security posture, confidentiality and process built for public procurement and compliance review.
Wherever your users are.
We deliver Managed Support & SRE work for clients in India, United States, United Kingdom, Singapore, United Arab Emirates, Saudi Arabia, Qatar, Kuwait, Sri Lanka, Vietnam, Thailand, and worldwide. Engagements run with a defined daily overlap against your working hours, under NDA by default.
- India
- United States
- United Kingdom
- Singapore
- United Arab Emirates
- Saudi Arabia
- Qatar
- Kuwait
- Sri Lanka
- Vietnam
- Thailand
Support & SRE — common questions.
What is site reliability engineering?
Site reliability engineering is the practice of operating software to defined availability targets using monitoring, automation and structured incident response. It treats reliability as an engineering problem with measurable objectives, rather than as a support function reacting to complaints.
What is a service level objective?
An SLO is an explicit target for a measurable property of a service, such as 99.9% availability over thirty days. It creates an error budget: the amount of failure permitted before feature work pauses in favour of reliability work, making that trade-off explicit rather than political.
Do you support systems you did not build?
Yes, following an onboarding assessment that documents the architecture, dependencies and known weak points. Where we find issues that make an availability target unachievable, we say so and price the remediation separately rather than accepting a target we cannot meet.
What response times do you offer?
Response targets are agreed per engagement and depend on severity and cover hours. Critical incidents on a 24/7 engagement carry the shortest targets; lower severities are handled in business hours. Targets are contractual, and we report against them rather than simply asserting them.
How do you handle security patching?
Dependency updates are automated and reviewed continuously rather than batched into occasional upgrade projects, and critical vulnerabilities are patched out of cycle. Staying current in small increments is dramatically cheaper and safer than one large upgrade after years of drift.
Thinking about Managed Support & SRE?
Send the brief or the half-formed idea. We reply within 24 hours, and the first conversation is with an engineer rather than a salesperson.