Managed Engineering
Someone who answers at 3am.
Ongoing ownership of your production systems: monitoring, on-call, security patching and a monthly capacity for evolution — not just keeping the lights on.
- 24/7 or business hours
- Stated SLAs
- Evolution capacity included
What it is
Support that also moves the product forward
Traditional managed services optimise for closing tickets. That keeps a system alive and slowly makes it worse, because nothing ever gets fixed at the root.
Our contracts reserve a fixed share of every month for improvement work — paying down the defects that generate the tickets in the first place. The measure of a good quarter is fewer incidents, not more resolved.
- Named engineers, not a rotating queue
- Root-cause fixes inside the retainer
- Transparent SLA reporting
- Security patching as standard
P1 response time
Contractual, 24/7 coverage tier
Capacity on root-cause work
Reserved every month by default
Capabilities
What is covered
Monitoring and on-call
Alerting tuned to customer impact, with a rota that has a human on it and an escalation path that works.
- 24/7 or business hours
- Escalation paths
- Incident command
Incident management
Response, communication and a blameless post-incident review with actions that actually get scheduled.
- Defined response times
- Status communication
- Post-incident review
Security maintenance
Dependency patching, vulnerability triage and the upgrade work that stops a CVE becoming a weekend.
- Dependency updates
- Vulnerability triage
- Runtime upgrades
Continuous improvement
A reserved share of the monthly capacity spent on the defects and toil that generate the tickets.
- Toil reduction
- Performance work
- Tech-debt paydown
Evolution
Small feature work inside the retainer, so the product does not freeze the day the build project ends.
- Backlog capacity
- Roadmap input
- Quarterly planning
Stack
Technologies we use here
Sectors
Industries we deliver this in
Also relevant
Related services
FAQ
Questions we are asked
Yes, after a takeover assessment. We need to understand the failure modes before we can put our name against a response time, so the first few weeks are shadowing and documentation rather than full coverage.
Hand over the pager
Tell us what you are running and we will scope a coverage tier that fits the actual risk.