Tax-filing SaaS
- Challenge
- Seasonal 8× traffic spikes; founder-led ops could not scale.
- Simplileap solution
- SLO-backed retainer, PagerDuty rotation, and quarterly game days.
- Outcome
- Zero Sev-1 during filing season; support NPS up 18 points.
// Scale
24/7 System Suppor24/7 Support Support
Production systems do not respect business hours. Our 24/7 support service provides round-the-clock incident monitoring, triage, and response, ensuring critical issues are addressed regardless of when they occur.
// Key benefits
What makes this service valuable
Always-on monitoring
Automated monitoring detects issues within minutes. On-call engineers are alerted and begin triage outside business hours, not just during the working day.
Defined escalation matrix
Clear escalation paths ensure the right engineer is paged for each severity level, with defined response times and communication protocols.
IST and overlap coverage
Our Bangalore team provides excellent coverage for IST and overlapping EU morning hours. For 24-hour global coverage, we combine IST on-call with scheduled off-hours coverage.
// Details
Support that never sleeps
24/7 support is appropriate for revenue-critical applications, consumer-facing products with global audiences, and systems where downtime directly impacts SLA commitments with your own customers.
We provide 24/7 support as a managed service, including monitoring setup, on-call rotation, incident response playbooks, and post-incident reviews.
// What this includes
- 24/7 uptime monitoring
- On-call engineer rotation
- P1 incident response outside business hours
- Incident triage and communication
- Escalation to engineering for complex issues
- Post-incident review and documentation
- Monthly SLA compliance reporting
// Deliverables
What you receive
Every engagement produces clear, documented deliverables. Here is exactly what is included in our 24/7 system support service.
- 01Monitoring and alerting setup
- 02On-call rotation schedule
- 03Incident response playbooks
- 04Escalation matrix documentation
- 05Monthly SLA report
// In practice
How 24/7 system support engagements run
On-call rotations use PagerDuty or Opsgenie with Sev-1 ack targets (often 5–15 minutes) and runbooks linked from alert annotations. We monitor golden signals — latency, traffic, errors, saturation — not just CPU graphs. Monthly incident reviews track MTTR and repeat root causes; postmortems feed back into monitoring gaps.
// Stack & frameworks
Stack we use for this
Cloud
- AWS / GCP
- Auto-scaling
- Reserved instances
- Cost dashboards
DevOps
- GitHub Actions
- Terraform IaC
- Docker
- Blue-green deploys
Observability
- Datadog / Grafana
- Error tracking
- Uptime monitors
- Executive reporting
// Delivery
Simplileap execution framework
01
Architecture mapping
Dependencies, API contracts, compliance constraints, and performance budgets documented before sprint one.
02
Secure sprints
Two-week increments with GitHub access, demo recordings, and QA checkpoints, client visibility at every stage.
03
QA & handover
Automated tests on critical paths, security review, runbooks, and knowledge transfer to your team.
// Proof
Real deployments from Bangalore
// Engagement models
How teams engage us
Currency
| Package | Ideal for | Investment | Includes |
|---|---|---|---|
| Managed services AMC | Post-launch platforms | ₹25K – ₹1.5L / month |
|
| DevOps transformation | Engineering teams | Project + retainer |
|
| SLO-backed operations | Revenue-critical apps | Scoped within AMC range |
|
// Company and service positioning
Company and Service positioning is reviewed for production delivery standards by Harsha Parthasarathy (Co-Founder, Strategy & Operations 24+ years IT veteran, IBM, Global Delivery, Program Management) and Keshav Sharma (Co-Founder, Engineering and Lead Architect, Full-stack engineering, product delivery and technical standards).
CIN
AAU-8582
Startup India
DIPP83124
Founded
November 2020
Office
Residency Rd, Bengaluru, India
// FAQ
Common questions about 24/7 system support
What does 24/7 support actually cover?+
24/7 support covers incident detection, triage, and initial response at any hour. Resolution of complex engineering issues may require escalation to the engineering team during business hours, we are transparent about this distinction in our SLA commitments.
// Related
Related services & resources
Ready to get started with 24/7 system support?
Share your requirements with our team. We respond within one business day with a clear plan from discovery to delivery.