// Case studies
SLO-backed managed services for a revenue-critical SaaS API
24/7 on-call, monthly game days, and patch cadence, 99.95% uptime sustained through peak filing season.
By Simplileap · Published September 25, 2025 · 9 min read
A tax-filing SaaS, seasonal traffic spikes 8× in July–August, outgrew founder-led ops. Incidents during filing windows hit national press risk. Internal team wanted to focus on product roadmap, not pager duty.
Retainer scope: PagerDuty rotation with Simplileap L2/L3; monthly patch Tuesday with staging validation; quarterly game days; executive monthly health report; runbook maintenance in Git.
Problems during onboarding: undocumented cron jobs on legacy VM, inventoried and migrated to ECS scheduled tasks; customer status page stale, integrated with incident.io.
SLIs: API availability 99.95%; p95 latency < 400ms on filing submit endpoint; RPO 15 minutes; RTO 60 minutes.
Outcome: zero Sev-1 during last filing season; two Sev-2 incidents resolved within SLA; client NPS on support up 18 points. SaaS vendor anonymized, tax tech.
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