24/7 Monitoring & Support
Datadog-Grafana-PagerDuty observability with SLOs per service. Sev-1 acknowledgement under 5 minutes; average MTTR under 15 minutes, measured continuously.
Proactive IT Monitoring
Our observability stack is opinionated: Datadog for metrics/logs/APM, Grafana when you already run Prometheus, and PagerDuty for incident routing. Applications are instrumented with OpenTelemetry so traces flow through whichever backend you prefer. SLOs are defined per customer-facing service (not per server) -- typically four golden signals (latency, traffic, errors, saturation) with error-budget burn-rate alerts that page on multi-window violations rather than single threshold breaches.
On-call is a real rotation, not a Slack channel. Runbooks live in your repo, sev-1/sev-2/sev-3 routing rules are documented in the SOW, and quarterly game-day exercises validate that incident playbooks still work. Sev-1 incidents are acknowledged within 5 minutes 24/7/365 by an on-call SRE; average MTTR is under 15 minutes for sev-1s and under 60 minutes for sev-2s. We report against those SLOs monthly so you can hold us accountable.
Monitoring scope spans application, infrastructure, and business KPIs. AWS CloudWatch and GuardDuty for account-level signal, Datadog APM for application-level visibility, Synthetics for outside-in checks against critical user journeys, and Real User Monitoring when frontend latency matters. ML-driven anomaly detection sits on top of the baseline metrics so cost spikes and traffic abnormalities surface before customers notice.
Why Choose Our 24/7 Monitoring & Support
Engineering rigor, audit-ready process, and operational depth across cloud, SaaS, and software delivery
Uptime
SLO-driven monitoring with error-budget burn-rate alerts. Customers typically reach 99.95% measured uptime within 60 days of onboarding -- often a 5-10x improvement over their pre-engagement baseline.
Rapid Response
PagerDuty rotations with sev-based routing tied to service ownership. Sev-1 acknowledgement under 5 minutes 24/7/365; average MTTR under 15 minutes; sev-2 MTTR under 60 minutes.
Optimization
Quarterly architecture reviews that surface scaling bottlenecks before customer-facing latency degrades. ML-driven anomaly detection in Datadog flags cost and traffic abnormalities pre-incident.
How We Monitor & Support
A proven approach to IT and AI system reliability.
Tooling & Instrumentation
Two weeks: deploy Datadog (or wire into your existing APM), instrument services with OpenTelemetry, integrate PagerDuty, and document the top 20 runbooks. Output: a tool stack, SLO definitions, and an on-call rotation schedule.
Baseline & SLO Definition
Days 15-45: define SLOs per customer-facing service (four golden signals each), set burn-rate alert thresholds, and validate against 30 days of historical data so the alerts tune to real load patterns rather than synthetic guesses.
Steady-State Operations
24/7 SRE coverage with sev-1 acknowledgement under 5 minutes. Monthly SLO reports, quarterly game-day exercises with your engineering team, and runbook updates whenever architecture changes ship.
Tooling & Instrumentation
Two weeks: deploy Datadog (or wire into your existing APM), instrument services with OpenTelemetry, integrate PagerDuty, and document the top 20 runbooks. Output: a tool stack, SLO definitions, and an on-call rotation schedule.
Baseline & SLO Definition
Days 15-45: define SLOs per customer-facing service (four golden signals each), set burn-rate alert thresholds, and validate against 30 days of historical data so the alerts tune to real load patterns rather than synthetic guesses.
Steady-State Operations
24/7 SRE coverage with sev-1 acknowledgement under 5 minutes. Monthly SLO reports, quarterly game-day exercises with your engineering team, and runbook updates whenever architecture changes ship.
Reactive vs. Proactive Support
Why proactive monitoring matters.
| Feature | Reactive | Proactive |
|---|---|---|
| Alerting Posture | Per-server CPU/memory thresholds, frequent false positives | SLO burn-rate alerts on customer-facing signals, tuned to real load |
| Sev-1 Response | Pages whoever is around, runbook lookup happens during the incident | Routed PagerDuty rotation with versioned runbooks, acknowledged under 5 minutes |
Alerting Posture
Sev-1 Response
IT Infrastructure Management Checklist
Our checklist covering observability, SLOs, and SRE practice for growing SaaS companies.
Read the whitepaperMonitoring & Support FAQs
Common questions about our monitoring and AI model observability services.
Related Services
Buyers of 24/7 monitoring & support typically partner with us across these adjacent disciplines
IT Infrastructure Management
Monitoring and SRE coverage are the same discipline — the runbooks that catch incidents come from the team that designed the architecture.
Disaster Recovery & Business Continuity
When monitoring detects a region-level event, DR runbooks are what bring the business back online. The two practices share runbook discipline and on-call rotation.
Cloud Cost Management
Observability data feeds right-sizing decisions — same Datadog signals that prevent incidents also surface idle and over-provisioned workloads.