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Production-critical package

M service package

For teams requiring comprehensive SRE support

Enterprise-grade SRE support for mission-critical systems that need 24/7 coverage, SLA-backed escalation, observability, security, and disaster recovery.

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What is included

Package scope is confirmed before kickoff, including responsibilities, cadence, access, handoff, and exclusions.

  • Everything in S, plus senior SRE team coverage and 24/7 on-call rotation
  • Continuous infrastructure monitoring, proactive issue detection, capacity planning, and performance optimization
  • 10-minute critical response SLA with defined escalation, reporting, and post-incident review
  • Disaster recovery planning, RPO/RTO definition, backup strategy, failover, and testing
  • Full observability stack with Prometheus, Grafana, Alertmanager, Loki, and Tempo
  • Security auditing, compliance support, and enterprise CI/CD controls

Package feature coverage

These capability summaries show how the commercial package scope changes as you move from essential business-hours support to production-critical SRE coverage.

Dedicated team

Your assigned DevOps experts

Named project management, technical leadership, and engineers who learn your systems and keep continuity across delivery and support.

Senior SRE team with 24/7 on-call rotation.

Communication channels

Stay connected with your team

Slack support, weekly video meetings, monthly reports, and Kanban visibility keep scope, decisions, and delivery evidence clear.

24/7 communication for critical incidents with SLA-backed escalation.

Kubernetes infrastructure

Production-ready container orchestration

K3s cluster architecture, node pools, networking, ingress, security hardening, updates, and workload operations scaled to the plan.

24/7 management, proactive optimization, and urgent production escalation.

CI/CD pipelines

Automated build, test, and deployment workflows

Pipeline design for GitHub Actions, GitLab CI/CD, and Jenkins where the plan includes it, covering build, test, image, deploy, and rollback paths.

Enterprise workflows with compliance gates, audit logging, and change management integration.

Infrastructure as Code

Version-controlled, reproducible infrastructure

Terraform, Pulumi, Ansible, and Helm practices for repeatable environments, drift detection, plan review, state handling, and automated validation.

Full IaC with enterprise review, validation, and operational controls.

Dynamic preview environments

On-demand environments for every pull request

Automatic PR environments with unique URLs, seeded data, secret handling, CI/CD integration, and cleanup after merge.

Preview environments with extended production-adjacent controls.

DevSecOps

Security integrated into delivery

Container, dependency, secret, IaC, and static analysis integrated into CI/CD with policy enforcement and compliance evidence support.

DevSecOps plus security auditing and stronger compliance evidence cadence.

Observability stack

Monitoring, logging, and tracing

Dashboards, alerts, Prometheus/Grafana foundations, and expanded Loki, Tempo, SLO/SLI, and trend analysis where included.

Full observability stack with tracing, SLOs, and alert optimization.

Guaranteed SLA

Committed response times for incidents

Critical incident response targets, severity definitions, escalation procedures, reporting, and post-incident improvement loops.

10-minute critical response, 30-minute high response, and defined escalation model.

24/7 emergency support

Round-the-clock critical incident support

On-call rotation, triage, war-room coordination, status updates, root-cause analysis, and prevention follow-up for critical incidents.

Full 24/7 emergency response within the agreed service boundary.

Disaster recovery plans

Business continuity planning

RPO/RTO definition, backup strategy, failover implementation, runbooks, tabletop tests, partial failovers, and DR improvement reporting.

Complete disaster recovery planning and testing cadence.

Security auditing

Security assessment and compliance evidence

Infrastructure, Kubernetes, application, and access review with risk-ranked findings, remediation plans, and compliance mapping.

Comprehensive security auditing included or prioritized by scope.

Consultancy

Architecture and cloud-native guidance

Software architecture, infrastructure architecture, cloud-native, and DevSecOps guidance delivered through the plan cadence.

Unlimited consultancy access within the agreed engagement boundary.

How this package is scoped

Package pricing only works when the operating boundary is explicit before kickoff.

  1. Step 1

    Confirm systems, repositories, clusters, cloud accounts, and incident expectations.

  2. Step 2

    Agree the package boundary, communication rhythm, access model, and first delivery backlog.

  3. Step 3

    Review monthly evidence, open risks, and whether to stay on the package or adjust scope.

Best for

  • Enterprise teams with mission-critical production systems
  • Organizations requiring 24/7 uptime and support
  • Regulated industries needing compliance and security evidence
  • Companies with strict SLA requirements and high-availability systems

Common upgrade paths

  • • Custom SLA agreements
  • • Dedicated senior engineering teams
  • • Multi-region infrastructure support
  • • Advanced compliance requirements
  • • Dedicated account management