Reliability is a team sport, not a one-person pager
Janksaxx runs a staffed, follow-the-sun support operation. Every retainer client gets a named delivery manager, a dedicated Slack channel, and a clear escalation path to a senior engineer — not a black-hole ticket queue.
Our reliability and support team is on-call across three time zones so someone who knows your stack is always available.
Staffed monitoring and incident cover
Critical production response time
Clear SLAs by severity
We classify every issue the same way, so you know exactly when to expect a human response and an update.
Critical — production down
Revenue-impacting outage, data loss, or security incident in production. Acknowledged by the on-call engineer within 15 minutes.
Update cadence: Every 30 min until resolved
High — major feature degraded
Core workflows broken for many users, performance severely degraded, or a production component at risk of failure.
Update cadence: Every 2 hours
Medium — partial issue
Non-core features affected, intermittent errors, or a workaround available. Triaged and scheduled by the support squad.
Update cadence: Daily until resolved
Low — question or request
How-tos, access requests, minor enhancements, and roadmap questions handled by your delivery manager during local business hours.
Update cadence: At each milestone
Three time zones, one on-call rota
Our team is split across Americas, Europe and Asia-Pacific coverage so there is always a awake engineer on watch.
08:00 – 20:00 EST
Primary daytime engineering and incident command.
08:00 – 20:00 GMT
Midday escalation, client calls and major maintenance windows.
08:00 – 20:00 SGT
Overnight monitoring, handoff and follow-the-sun incident response.
What happens when something breaks
Our incident response follows a simple four-step playbook so issues are contained fast and lessons are captured.
Monitoring and client channels route alerts to the on-call reliability engineer. Critical pages go to phone and Slack.
On-call confirms within SLA, opens a war-room channel, and notifies the account delivery manager.
Immediate rollback, scaling action, or failover to stop customer impact before root-cause analysis.
Fix ships, post-incident review is written within 24 hours, and follow-up actions are tracked in the client backlog.
How to reach us
Choose the channel that matches the urgency. Every retainer client gets shared Slack and a critical hotline.
Reports you can send to your board
Every retainer client receives a written monthly health report: uptime, incident history, response-time adherence, open recommendations, cloud cost trend and next-month priorities.
- 99.99% target uptime with public status page
- Incident timeline and root-cause summaries
- Cloud cost, security posture and roadmap tracking
Need a custom SLA?
Enterprise clients can negotiate tighter response times, dedicated on-call rotations, and named escalation contacts.
Talk to our team