Overview
What We Deliver
Production incidents do not respect business hours. Aezona's 24/7 support service gives you immediate access to senior cloud engineers who know your environment — not a tier-1 helpdesk reading from scripts. Our support model combines proactive monitoring, documented runbooks, and a clear escalation path so incidents are contained fast and repeat occurrences are engineered away permanently.
Technology Stack
What's Included
Core Capabilities
Every engagement includes these capabilities, scoped to your environment and requirements.
24/7 On-Call Coverage
Named senior engineers on rotation with guaranteed 15-minute response for P1 incidents.
Proactive Monitoring
Continuous environment monitoring with automated remediation for known failure patterns.
Incident Management
Full incident lifecycle ownership — detection, triage, mitigation, communication, and post-mortem.
Runbook Library
Pre-documented runbooks for common failure scenarios enabling faster, consistent responses.
SLA Reporting
Monthly SLA compliance reports covering response times, resolution times, and availability.
Root Cause Analysis
Blameless post-mortems with engineering follow-up to prevent recurrence of every P1 incident.
Our Process
How It Works
Onboard
Deep-dive into your architecture, runbooks, and escalation paths during a 2-week handover.
Baseline
Deploy monitoring, document known issues, and establish baseline performance profiles.
Support
24/7 on-call coverage with monthly reviews and continuous knowledge base expansion.
Improve
Quarterly reliability reviews eliminating the most frequent incident types each cycle.
Real-World Applications
Common Use Cases
Lean Engineering Teams
Remove on-call burden from 5-person engineering teams who need to focus on product, not pages.
Mission-Critical Systems
Financial trading, healthcare, and e-commerce platforms where every minute of downtime costs thousands.
Weekend Coverage
Supplement your in-house on-call rotation with overnight and weekend coverage from our team.
Ready to transform your 24/7 support?
Speak with a certified Aezona architect about your specific requirements. We typically scope a full proposal within 48 hours.