Most onboarding cycles run 2–4 weeks, depending on system complexity and how quickly we can get access and context. Simpler, well-documented applications can be fully onboarded in a couple of weeks; complex, poorly documented, or highly regulated systems may require more time for discovery, hardening, and documentation.

We typically need access to code repositories, environments (dev, staging, production), monitoring and logging tools, and key stakeholders who can provide business context. Existing documentation is helpful but not mandatory; when documentation is missing, we create it as part of onboarding so future support is easier and less person-dependent.

We avoid abrupt cutovers. Where possible, we overlap with the outgoing team, set up monitoring and backups early, and start by stabilizing and documenting before making larger changes. High-risk areas are identified up front so everyone understands where we will tread carefully during the support transition.

You get a clear view into both operations and work in progress: shared dashboards for uptime, error rates, and performance, plus a visible support board that shows what is in triage, in progress, and completed. Communication happens in agreed channels (such as Slack and email) with direct access to the engineers working on your system—not just a generic support alias.

From day one we are on call for critical issues. Early in onboarding we focus on fast stabilization: triage, mitigation, and restoring service, followed by deeper root-cause analysis once the immediate fire is out. As we learn the system, our response gets faster and more targeted, but you are never left without coverage for high-severity incidents.

All monitoring setups, runbooks, documentation, and operational knowledge we create belong to you. If you decide to transition to an internal team, we coordinate a structured handover and training so they inherit a well-documented, observable system rather than a black box. We design our process to avoid lock-in and make future transitions easier, not harder.

Software support onboarding is the structured process of transitioning responsibility for your application into a dedicated support team. Done well, it replaces informal knowledge with shared documentation, sets up monitoring and SLAs, and establishes clear communication paths—so support is predictable, transparent, and not dependent on a single person or vendor.

A Service Level Agreement (SLA) defines target response and resolution times for different severities of issues. In support onboarding, we align SLAs to your business impact levels so everyone understands how quickly critical outages, major bugs, and minor issues will be addressed. Clear SLAs give you confidence in the level of protection you are getting from your support investment.