SupportOnboarding &Process

Most onboarding completes within 30 days. Simpler, well-documented applications can be fully onboarded in 2 weeks; complex or poorly documented systems may take the full month. You'll have monitoring and incident coverage from week one — the remaining time is spent deepening our knowledge and refining procedures.

Access to code repositories, environments (dev, staging, production), and a point of contact who can provide business context. Existing documentation is helpful but not required — when it's missing, we create it as part of onboarding. We handle the heavy lifting; your team typically spends a few hours in the first two weeks for context and introductions.

No. We designed our process specifically to avoid disruption. We set up monitoring and observability first, then layer in documentation and procedures. We never make changes to production systems during onboarding without your approval. Your users won't notice anything except that issues start getting resolved faster.

Week 1: Discovery call, access setup, and initial walkthrough. Week 2: Architecture review, security assessment, and monitoring deployment. Weeks 3-4: Runbook creation, team integration, and stabilization. By day 30, you'll have a comprehensive health report, live monitoring dashboards, documented procedures, and a team that can handle any issue.

After the initial onboarding period, support is month-to-month with no lock-in. If you decide to transition to an internal team or another provider, we coordinate a structured handover. All monitoring setups, runbooks, and documentation we create belong to you. We design our process to make future transitions easier, not harder.

From day one, we have incident coverage in place. Early in onboarding, we focus on fast stabilization: triage, mitigation, and restoring service, followed by root-cause analysis. As we learn the system our response gets faster and more targeted, but you're never left without coverage for critical incidents — even on day one.