delivery · CAT-30030662 · rev 1.0 |
Uptime & Incident SLA. @uptime-sla
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Rated 5.0 / 5 by clients on GoodFirms.
Read verified reviews on GoodFirms →Vetted by Scrums.com Platform
Provider Scrums.com
Last review 2026-08-13
What you get
the numbers that matter≈ 2 weeks
signed to first PR
96%
engagements renewed
96%
to your stack & domain
24/7 production support under tiered SLAs: critical incidents answered inside 2 hours, high-priority inside 24 — with AI-powered anomaly detection, engineer-led response, and prevention work that cuts repeat incidents.
How this operator works
every way of working, already decidedOwns the system, not the ticket
Takes end-to-end ownership of a service or surface. Design, delivery, on-call. And is measured on outcomes, not hours.
Embedded, async-first, instrumented
Works inside your repos, your CI and your rituals. Daily written standups, decisions logged. No status-meeting tax.
Runbooks, canaries, reversible deploys
Every change gated and reversible. Incidents get a timeline and a postmortem; nothing ships without a rollback.
Plugged into your Slack & rituals
Joins standups and retros, reports weekly against the goal. You get an operator, not a queue.
Brings a pre-wired stack or adopts yours
Infrastructure and observability as code by default. No bespoke setup tax to absorb.
Scoped, gated, reversible
Week-1 shadow, week-2 ownership, swap on request inside the trial window. No long-tail handover risk.
Overview
Stop reacting to outages and start preventing them. The Uptime & Incident SLA is 24/7 production support for your live systems under tiered response commitments: critical production issues answered inside 2 hours, high-priority bugs inside 24 — by engineers first, maintenance providers second.
Detection is proactive, not inbox-driven: AI-powered monitoring spots anomalies before they impact users, and agents analyze logs and error patterns to predict failures. Scrums.com operates on a 99.999% uptime record across five regions; this subscription applies that discipline to your systems.
What's included
24/7 Monitoring & Alerting
Round-the-clock monitoring with AI-driven anomaly detection and automated alerting, with real-time dashboards on the SEOP.
Tiered Incident Response
Critical: <2-hour response, around the clock. High-priority: <24 hours. Commitments tracked per incident and reported monthly.
Root-Cause Fixes
Incidents are closed with the underlying defect fixed — log analysis, error-pattern review, and the code or infrastructure change that prevents recurrence.
Prevention Engineering
Recurring incident patterns become prevention work: hardening, capacity fixes, and monitoring improvements that shrink next month's incident count.
How it works
- Onboard — System assessment, monitoring and alerting integration, escalation paths agreed, and SLA tiers set per system.
- Monitor and respond — 24/7 detection and engineer-led response under the tiered SLAs, with every incident logged and root-caused.
- Report — Monthly reports: uptime, incident volume and response performance against SLA, and the prevention work shipped.
Part of every Delivery Plan
The Uptime & Incident SLA is a menu item on the Scrums.com delivery catalog, available at every plan tier. Add it to your plan backlog and your delivery team schedules it like any other item — scoped, tracked, and reported through the SEOP. See Delivery Plan Tiers.
FAQs
What exactly are the response tiers?
Critical production issues — outage or severe degradation — get a <2-hour response, 24/7. High-priority bugs get <24 hours. Severity definitions are agreed at onboarding so there's no debate at 3am.
Who actually responds to incidents?
Engineers who can fix the problem, not a ticket-routing desk. Response includes diagnosis and remediation, with escalation paths into your team defined at onboarding.
Can you support systems Scrums.com didn't build?
Yes — onboarding includes a system assessment precisely so the team knows your architecture, deploy process, and failure modes before the first incident, whoever built it.
What's included
in every engagement · no add-onsTrack record
deployments on real systems · anonymized| Sector | System | Outcome | Span | Status |
|---|---|---|---|---|
| Fintech | payments-core ledger | 99.97% achieved | 14 mo | ● complete |
| Commerce | checkout platform | −38% incident rate | 9 mo | ● complete |
| Health SaaS | data plane | 0 SEV1 in 6 mo | 11 mo | ● active |
| Logistics | routing engine | zero-downtime cutover | 7 mo | ● complete |
| AI infra | inference cluster | p99 −120 ms | 5 mo | ● active |
Works inside your stack
surfaces this operator binds to| Surface | Binding | Direction | Auth |
|---|---|---|---|
| Source control | github.com/<org> | reviews + writes | OIDC |
| CI / CD | scm-flow · deploy-service | gates deploys | OIDC |
| Observability | otlp://collector:4317 | metrics + alerts | mTLS |
| Comms | slack://<workspace> | standups, incidents | SSO |
| Secrets | vault://scrums/op/<id> | short-lived creds | SPIFFE |
| On-call | pagerduty://<org> | primary / secondary | API token |
Boundaries
what to deploy insteadScoped to this discipline. For an adjacent capability, compose a second operator into the squad. compose →
Not a fractional advisory engagement. For advisory-only, contact platform@scrums.com.
Deployments
the only social proof we publish402deploys
across 38 organizations
+24 last 30 days · median age 11.4 mo · retention 96%
Pricing
one number · one footnoteAvailable at all Delivery Plan Tiers →
All-in: the operator, delivery manager and replacement guarantee. No recruiter fee, no markup surprises.
Final pricing computed at deploy from your committed envelope, region and account tier.
FAQ
common questionsHow is Uptime & Incident SLA priced?
Pricing is shown to signed-in accounts. Sign in to view the rate; pricing is computed from your engagement scope, region and account tier.
Is Uptime & Incident SLA available now?
Yes. It is published and deployable directly from the Scrums.com catalog.
Can a Uptime & Incident SLA deployment be reversed?
Yes. Deployments are reversible with a one-click swap inside the trial window.
Who provides Uptime & Incident SLA?
Scrums.com, vetted by the Scrums.com platform.
How it compares
vs other delivery| Option | From | Stack | Status |
|---|---|---|---|
| Uptime & Incident SLA · this one | 🔒 Sign in for pricing | delivery · managed-slas · support | ● available |
| Release Backlog Burn-Down Sprint | 🔒 Sign in for pricing | delivery · outcome-driven-sprints · backlog | ● available |
| Technical Debt Reduction Sprint | 🔒 Sign in for pricing | delivery · outcome-driven-sprints · technical-debt | ● available |
| Critical Application Rescue | 🔒 Sign in for pricing | delivery · outcome-driven-sprints · rescue | ● available |