When every minute counts

If the situation is not actively urgent, start with Infrastructure Audit, SRE as a Service, or DevOps as a Service instead.

Critical means production is down or severely degraded and users cannot use your service. High means significant business impact but workarounds exist. Resolution targets depend on access, system complexity, third-party providers, backups, and whether a safe mitigation exists.

1. Declare the incident — contact us, state the business impact, affected systems, current timeline, and any immediate risks.
2. Triage and severity confirmation — we confirm priority, assign responders, and establish the incident channel and update cadence.
3. Stabilization plan — responders inspect signals, form hypotheses, and propose the safest mitigation path.
4. Active mitigation — we execute or guide rollbacks, failovers, configuration changes, scaling, traffic controls, or recovery steps with your approval.
5. Verification — we confirm user impact, health signals, error rates, and known residual risk before closing active response.
6. Handoff and review — we provide the action log, likely causes, remediation items, and recommended ongoing support path.

You do not need everything below to ask for help, but incidents move faster when these are available:

• incident commander or technical decision-maker who can approve risky actions
• affected service names, URLs, regions, clusters, repositories, and recent deployment history
• monitoring dashboards, logs, traces, alerts, and cloud or Kubernetes access
• current symptoms, customer impact, error rates, and first-seen time
• recent changes to code, infrastructure, secrets, DNS, certificates, dependencies, or traffic
• backup and restore information if data recovery may be involved
• collaboration channel for responders and stakeholders

Emergency response is focused on restoring or protecting service. These items may require a follow-up scope:

• full application rewrites, major architecture changes, or long-term reliability programs
• formal forensic investigation, legal evidence handling, or regulated incident reporting unless separately scoped
• guaranteed data recovery when backups are missing, corrupted, or untested
• permanent ownership of an environment without an onboarding and support agreement
• broad compliance remediation after the immediate incident is stable
• emergency work that requires access, approvals, or third-party action we cannot obtain

Teams with runbooks, monitoring, tested backups, and clear escalation paths resolve incidents faster. We can help you build these before you need them through SRE as a Service, Disaster Recovery Planning, or Infrastructure Audit.

Production down? Don't wait. Our senior engineers are available 24/7 to help you restore service and define the next remediation step.

Contact Emergency Support →

• SRE as a Service
• DevOps as a Service
• Kubernetes Support
• Infrastructure Audit
• Disaster Recovery Planning
• Service Plans and Pricing

When should I use Emergency vs. SRE as a Service? Emergency is for one-off or occasional incidents when you need immediate help. SRE as a Service is ongoing—we proactively improve monitoring, ownership, runbooks, and incident response. Many teams start with Emergency and transition to SRE for continuous coverage.

How do I declare a critical incident? Contact us via the emergency channel or sales contact and clearly state that production is down or severely degraded. Include the affected service, user impact, and how to join the incident channel. We acknowledge declared critical incidents within 15 minutes.

Do you work with our existing tools? Yes. We integrate with your monitoring, cloud consoles, repositories, incident tools, and collaboration channels where possible. We adapt to your environment rather than forcing a tool migration during an incident.

What if the issue is in our application code? We stabilize the system first—rollback, scale, disable a feature, or mitigate infrastructure impact. For code-level fixes, we pair with your developers or provide clear remediation steps.

Can you guarantee resolution in the target time? No responsible provider can guarantee resolution for every incident without understanding the architecture, access, dependencies, and failure mode. The target describes the operating goal; some incidents require third-party provider action, data recovery, or product decisions.

Can you help us prepare for incidents? Yes. We recommend runbooks, monitoring improvements, tested backups, escalation procedures, and tabletop exercises. Consider Infrastructure Audit, Disaster Recovery Planning, or SRE as a Service for proactive preparation.