Managed Services
Most support contracts are priced on ticket volume or headcount, which quietly pays the vendor for the problem to persist. Worth understanding how yours is structured before asking why the same incident keeps recurring.
Incentives decide whether support improves anything
A team paid per ticket has no reason to eliminate the ticket. A team paid for a fixed roster has no reason to reduce the roster. Neither is dishonest; both produce operations that stay busy and never get better, because the arrangement rewards throughput rather than the absence of work.
We would rather agree what good looks like — incident rate, time to recovery, change failure rate — and be measured on it. That makes eliminating a recurring failure our problem rather than a reduction in our billing, and it makes the numbers a shared artefact instead of something we report about ourselves.
What we operate
Application support
Owning running software, including systems we did not build. Starts with reconstructing how it actually works, since that is usually undocumented.
Cloud operations
Infrastructure, scaling and platform maintenance across AWS, Azure and GCP, with changes made through pipelines rather than by hand in a console.
On-call and incident response
A rotation with defined severities and escalation. Every significant incident gets a written review that names causes rather than people.
Patching and upgrades
Dependency and runtime currency handled continuously. Deferred upgrades do not disappear; they turn into a forced migration at the worst possible moment.
Cost management
Finding and removing the spend nobody owns — idle environments, oversized instances, storage tiers nobody revisited since launch.
Monitoring that means something
Alerts tied to user-visible symptoms rather than to every metric a dashboard can emit. An alert nobody acts on is training people to ignore alerts.
What we ask for in return
Operating software well needs authority to change it. A support arrangement where the vendor can restart a service but cannot fix the bug causing the restarts produces exactly the treadmill both sides complain about.
So we ask for the ability to raise and ship fixes, and a budgeted share of capacity spent on reducing future work rather than servicing today's. Without that second thing, an operations engagement only ever absorbs load.
Agreed severity levels and response targets, in writing
Written incident reviews, shared, focused on cause
A standing share of capacity for prevention, not just response
Access to fix root causes, not only to restart things
Runbooks kept current in your repository, so you can leave
Common questions
Yes, and it is a large part of this work. It starts with a discovery period to establish how the system behaves, what its failure modes are, and what is undocumented — before we accept an availability target. Committing to numbers for a system we have not read would be guessing.
Keep exploring.
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