Managed Support, Done Right
CrunchyMonkies provides structured, SLA-backed support for production systems. We act as your on-call engineering team — or as a complement to one you already have.
Service Levels
| Priority | Response Time | Examples |
|---|---|---|
| Critical | 1 hour | Production down, data loss risk |
| High | 4 hours | Major feature unavailable |
| Medium | 24 hours | Degraded performance, workaround available |
| Low | 72 hours | Minor issues, cosmetic bugs |
What's Included
- Proactive monitoring — uptime checks, error rate alerts, performance baselines
- Incident response — structured runbooks, escalation paths, post-mortems
- Patch management — dependency updates, security patches on a defined cadence
- On-call coverage — 24/7 for Critical and High incidents
- Monthly SLA reporting — visibility into response times, resolution rates, and trends
Critical & High tiers
How We Work
Onboarding
We spend the first two weeks learning your system: architecture review, runbook creation, alert tuning. No guessing under pressure.
Ongoing
Weekly check-ins, monthly reports, quarterly reviews. You always know your SLA attainment.
Escalation
Our engineers are the same people who build software — not a separate tier of generalists. When something complex surfaces, it gets the right eyes quickly.
Not sure which service fits?
Pricing
Support contracts are priced monthly based on system complexity and SLA tier. Contact us for a tailored quote.
Need a support partner you can rely on?
We'll scope a contract to your system's complexity.