24/7 Emergency Support
Round-the-clock expert support for critical incidents
24/7 emergency support provides round-the-clock coverage with guaranteed response times for critical incidents, ensuring your systems are never without expert support.
24/7 emergency support is included in the M plan only.
Coverage model#
Follow-the-sun support#
Engineers across multiple time zones provide true 24/7 coverage:
- No handoff delays
- Local daytime expertise always available
- Continuous incident management
- Global perspective on issues
On-call rotation#
- Dedicated on-call engineers
- Clear escalation paths
- Backup coverage
- Fatigue management
Emergency response process#
1. Detection#
- Automated monitoring alerts
- Customer-reported incidents
- Proactive anomaly detection
2. Triage#
- Severity assessment
- Impact analysis
- Initial diagnosis
- Stakeholder notification
3. Response#
- Immediate investigation
- Root cause analysis
- Mitigation implementation
- Status communication
4. Resolution#
- Fix deployment
- Verification testing
- Service restoration
- Customer confirmation
5. Follow-up#
- Post-incident review
- Documentation update
- Prevention measures
- Process improvement
Communication during incidents#
Real-time updates#
- Slack channel updates
- Status page notifications
- Email updates for stakeholders
- Phone escalation for P1
War room coordination#
For critical incidents:
- Dedicated communication channel
- Regular status updates (every 15 minutes)
- Executive briefings
- Customer liaison
What's included#
| Feature | Description |
|---|---|
| 10-minute response | Guaranteed for critical incidents |
| Senior engineers | Expert-level troubleshooting |
| Direct access | Phone and Slack escalation |
| War room | Coordinated incident response |
| Status updates | Regular communication |
| Root cause analysis | Post-incident reports |
Contact methods#
Primary#
- Dedicated Slack channel with @oncall mention
- PagerDuty integration
Escalation#
- Emergency phone line
- Direct engineer contact
- Management escalation
Incident management tools#
- PagerDuty — Alert routing and escalation
- Slack — Real-time communication
- Status page — Public/private status updates
- Incident.io — Incident coordination
- Jira — Ticket tracking
Available in#
- M Plan — Full 24/7 emergency support