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UniStack.
Managed Support Fixed scope

Production Incident Runbook Pack

Written runbooks and an on-call rota so the next outage is handled by procedure rather than by whoever answers first.

Delivered in

10 working days

Revisions

One round, included

Ownership

Yours from day one

Overview

What this engagement is

During an incident nobody reads documentation, which is exactly why it has to be short, specific and rehearsed. We write runbooks for your ten most likely failures: database at capacity, queue backing up, certificate expired, payment gateway unreachable. Each one states the symptom, the check, the fix and when to escalate. Alongside that we set up an on-call rota, a severity scale everyone agrees on, and a blameless post-incident template. Then we run a practice incident so the process is tested before it matters.

Deliverables

What lands in your repositories

7 items
  • Runbooks for your 10 most likely failure scenarios
  • Severity definitions with response expectations per level
  • On-call rota configured in PagerDuty, Opsgenie or Grafana OnCall
  • Escalation paths with names, numbers and clear decision points
  • Incident communication templates for customers and internal updates
  • Blameless post-incident review template and process
  • One tabletop incident exercise with your team

Outcomes

What changes once it ships

Response no longer depends on one person being reachable

Communication during an outage is prepared rather than improvised

Post-incident reviews produce fixes instead of blame

Process

How the 4 stages run

  1. 01

    Identify

    past incidents and architecture reviewed to find likely failures

  2. 02

    Write

    runbooks drafted with the engineers who would actually respond

  3. 03

    Configure

    rota, alert routing and escalation set up in your tooling

  4. 04

    Rehearse

    a tabletop exercise to test the runbooks and fix the gaps

Booked most often by

  • Teams where every incident is handled by the same one person
  • Companies with uptime commitments and no formal on-call
  • Startups whose first serious outage exposed the lack of a process

What we need from you

  • Access to your monitoring and alerting tools
  • Time with the engineers who currently respond to problems
  • Your incident history, however informally it was recorded

These are collected in the technical brief that opens in your dashboard the moment payment clears. The clock starts when they arrive, not before.

Answers

Questions this engagement raises

Not in this package. Managed Application Support includes our engineers in the rota.

Start with the monitoring and alerting package. Runbooks without alerts are documents nobody triggers.

After every incident that used one, plus a quarterly review. The process for that is included.

This is engineering work, not a physical product — nothing ships and there is no stock to run out of. Delivery is to the working days stated above, into systems you control, and the refund terms set out what happens if we miss the date.

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No discovery calls to find out a number, no statements of work that take three weeks to sign. Pick the engagement that matches the problem and we assign the engineers.

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