Sustainment (SRE) & Specialized N3 Support
Ensure your business continuity with a senior engineering team guarding your environment. We focus on incident prevention, root cause analysis, and 24/7 operational stability.
Reliability as a Service
Unlike a regular Help Desk, we solve complex problems.
Level 3 Support (Engineering)
Direct access to Cloud, DevOps, and Development experts capable of fixing code bugs and infrastructure failures, not just rebooting servers.
SRE & Proactive Monitoring
We monitor your service health in real-time (Golden Signals). Identifying and fixing anomalies before they impact the end user.
Incident Management & RCA
In case of failure, we act quickly to restore service and perform Root Cause Analysis (RCA) to ensure the problem never happens again.
Continuous Improvement & Patching
We keep your environment secure and updated. We apply security patches, version updates, and performance optimizations regularly.
Capacity Planning
We track usage growth and size ahead of the limit: no more capacity scares.
Incident Communication
Status page and updates at the agreed cadence: your customer stays informed by you, with our data.
Coverage by severity: who responds, when they respond
Clear support tiers, with contractual SLA per severity. And every incident ends with a root cause analysis.
The three severity levels
Critical (Sev1)
Service down or data at risk: immediate response, 24/7, mitigation underway before the RCA.
High (Sev2)
Degradation impacting users: handled the same business day, with continuous communication.
Planned (Sev3)
Minor bugs and improvements: they join the prioritized queue with an agreed window.
Every incident closes with an RCA
Detection
24/7 monitoring with golden signals catches the anomaly before (or the instant) the customer does.
Mitigation
Restoring service is the priority: rollback, failover, scale. The post-mortem comes after.
RCA
Root cause identified with a timeline and evidence, blame-free.
Prevention
The corrective action joins the backlog with an owner and a deadline. The same incident does not repeat.
From onboarding to a reliability routine
We start by learning the environment and take over operations with you in the loop.
Technical onboarding
We map architecture, dependencies, existing runbooks and incident history. Living documentation from day 1.
Monitoring and baselines
Golden signals, calibrated alerts and agreed SLOs. Nobody protects what they do not measure.
Operations and patches
Patch routine, verified backups and continuous performance improvements, with agreed windows.
Incidents and RCA
SLA-driven response, clear communication and blameless post-mortems. Stability becomes a trend, not luck.
Sustainment FAQ
Understand our support model.
N1 is basic support (triage). N2 resolve known issues. N3 (Us) is pure engineering: we solve novel, complex problems requiring code or architecture changes.
Yes. We define Service Level Agreements (SLA) contractually for response and resolution times, ensuring critical incidents get top priority and immediate treatment.
Not necessarily. We work very well as an extension of your team, taking care of "health" and stability (Run), freeing your internal team to focus on new features and innovation (Build).
We cover major market technologies (AWS, Azure, Kubernetes, Linux, SQL/NoSQL Databases, Java, Node.js, etc). We perform an onboarding to learn your specific environment.
Shadow onboarding: we operate in parallel until we master the environment. No dry cut, no coverage gap.
The focus here is Run, not Build. We fix code bugs when an incident demands it, but new features are work for squads or product.
Talk to Sustainment and SRE
Describe your environment scenario and get an SLA and N3 coverage proposal.
Quick conversation.
Address
Avenida Paulista, 1636 - São Paulo - SP - 01310-200