When you need it
Your systems need someone on call at night and at weekends, but your team is too small for a fair rota. Today, an outage at night waits until someone happens to see it.
What sets the quote
- An add-on to any Platform Care or App Care plan, for the systems that need it.
- Sized by the systems covered, how critical they are and their alert volume.
- P1 means production is down, data is at risk or security is breached, with no workaround.
- Up to 3 hours of out-of-hours incident work a month are included.
- Event standby for a launch or migration can be booked separately.
What changes
- An engineer acknowledges a P1 within 30 minutes, day and night, every day of the year.
- The commitment is a response time, never a fix time, and you get regular updates until service is restored.
- After each P1 you get a short incident report, and noisy alerts are tuned out so that a page means a real incident.
What you get
- Access for the on-call engineers to the systems in scope
- Alert tuning and routing to the on-call rota
- A runbook for each supported system
- A restore test and two weeks of shadow operation before cover starts
- Up to 3 hours of out-of-hours incident work a month
- Status updates during each P1 and a short incident report afterwards
The care plan covers day-to-day work in business hours. This add-on adds a 30-minute P1 response around the clock, including nights, weekends and public holidays.
Not included
- Fix-time or uptime commitments (we commit to response times)
- 24/7 security monitoring (SOC or MDR), which we do not offer
- Out-of-hours response to P2 and P3 issues, which your care plan handles in business hours
- Incident work beyond the included 3 hours a month, charged as agreed in your quote
- Systems without a runbook and a passed restore test
What we need from you
- An active Platform Care or App Care plan for the systems in scope.
- Emergency admin access for incidents: an IAM Identity Center permission set on AWS, a PIM-eligible role on Azure or a Privileged Access Manager entitlement on Google Cloud.
- Alerts routed to our paging system, and a named person on your side we can call for P1 decisions.
- Time from your team during onboarding for system walkthroughs and the restore test.
How it works
Free 30-minute call, then a written fixed quote for the systems in scope.
Onboarding over 4–6 weeks: access, alert tuning, a runbook for each system and a restore test.
Two weeks of shadow operation, then 24/7 cover goes live.
Incidents and noisy alerts are reviewed in your care plan's reports, and the minimum term is 6 months.
At a glance
- Duration
- Monthly
- Price
- Fixed quote after a free 30-minute call
- Delivered by
- Vetted specialists, with our lead architect accountable
Related services
Platform Care
Business-hours care for your cloud platform: monitoring and alerting, monthly patching, backup and restore checks, a monthly block of change hours and a monthly report, with 24/7 cover as an add-on.
App Care
Business-hours care for your live web and mobile apps: security and dependency updates, uptime and error monitoring, backup checks and a monthly allowance of hours for fixes and small changes.