From business-hours L2/L3 support to 24×7 incident response and dedicated application ownership, choose the level of support your production environment needs.
Estimate how much outages cost your business monthly. See how Grafyte saves you money.
Professional L2/L3 support for teams that need reliable day-to-day production coverage.
✓ Best for: Early-stage SaaS, internal applications and teams that need dependable L2/L3 support without adding a full-time support function.
Choose Plan24×7 incident-response coverage for customer-facing applications where downtime matters.
✓ Best for: Customer-facing SaaS, e-commerce and production environments that need someone to respond when critical issues happen outside business hours.
Choose PlanA dedicated application engineer backed by Grafyte's wider incident and reliability team.
✓ Best for: Scaling SaaS companies with lean engineering teams that want a dedicated technical owner for production reliability.
Contact SalesGrafyte manages support as a service, not as an unlimited ticket queue. Internally, we plan each account around its expected workload and required coverage.
Each engagement includes a defined monthly support capacity based on application complexity, workload and required service level.
Business-hours support and 24×7 incident response are different service requirements. Your pricing reflects both workload and the coverage you need.
If your sustained workload grows beyond the agreed capacity, we add support capacity rather than allowing service quality to suffer.
24×7 does not mean an engineer sits in front of a screen all night. It means Grafyte has a defined on-call capability to respond when a critical production incident occurs.
For P1/P2 incidents, the on-call engineer acknowledges the alert, investigates, coordinates recovery and escalates to the right people when required. Grafyte continues to manage the incident until the service is stabilized.
We own the support and incident-response commitment—not just the ticket.
Agreed response targets, escalation procedures, communication frequency and service expectations are defined during onboarding. Resolution targets are agreed only where Grafyte has sufficient control over the application and its dependencies.
Most support teams just "try" to fix it. We own the consequence.
When you sign a Managed Production or Premium package, we legally commit to resolution times. If we miss the agreed SLA, you receive service credits. That's the Grafyte guarantee.