Managed AI Support & Retainers

SLA-Backed Incident Support

This is written, honest response-time commitments for when an AI system in production breaks, degrades, or starts producing bad output, same-day response for critical issues, defined windows for lower-severity ones, and a named escalation path instead of a generic support inbox. It exists because AI systems fail differently from normal software: a model can quietly get worse, a provider can change behavior overnight, or an integration can drift out of sync, and none of that shows up as a clean crash. We define severity levels against your specific systems up front, so when something goes wrong there's no ambiguity about how fast a response is coming or who owns it. You get a documented incident history and a support relationship that treats production AI with the same seriousness as any other business-critical system.

This is a capability we deliver for you as a service, not a role we’re hiring for.

How We’d Approach This

A clear, staged plan, not a black box

These are the service-specific steps inside our six-step process.

1
Diagnose which of your AI systems are business-critical and define severity tiers and response-time commitments for each
2
Pilot the incident-response process against a simulated or historical failure to confirm the escalation path actually works
3
Review the SLA terms with you until response windows and severity definitions match real business impact
4
Operate ongoing on-call coverage against the signed SLA, with every incident logged and reported

What You Get

Deliverables from this engagement

A written SLA document defining severity tiers and response-time commitments
A named escalation contact and on-call coverage schedule
An incident log tracking every ticket, response time, and resolution
A tested escalation runbook for your highest-severity systems

Six Ways We Could Architect This

Different engagement, different build, pick the shape that fits

There’s more than one way to deliver on this service. Browse a few of the ways we’d structure the work, depending on your speed, budget, and integration needs.

Read all 6 architectures as text

Lean Fast-Start Architecture

Severity Setup

Business Critical Systems List
Basic Severity Checklist
Single On Call Contact

Detection

Manual Health Spot Check
Issue Reported by Client

Response

Severity Classified
On Call Contact Notified

Resolution

Issue Resolved
Manual Incident Log Spreadsheet
Client Notified of Resolution
Incident Reviewed Internally
Runbook Note Added

Cloud-Native / Managed Services Architecture

Managed Monitoring Layer

Production AI Systems
Cloud Monitoring and Alerting
Managed Incident Management Platform

Scheduling Layer

Managed On Call Scheduling
Escalation Policy Engine

Status Layer

Managed Status Page
Client Facing Incident Updates

Operations Layer

Incident Timeline Tracker
Post Incident Report Generator
SLA Compliance Dashboard
Automated Backup of Incident Logs
Service Health Monitoring

Event-Driven & Automation-First Architecture

Triggers

Monitoring Alert Fires
Auto Severity Classification
Auto Page On Call Engineer

Automation Layer

Acknowledged Within Window
Auto Escalation Timer Fires
Escalated to Senior Engineer
Engineer Begins Remediation

Logging Gate

Auto Incident Log Entry Created
Resolution Recorded

Automated Reporting

Auto Post Incident Report Generated
Report Sent to Client
SLA Metrics Updated

Enterprise-Grade & Compliance-Ready Architecture

Governance Layer

Severity Tier Governance Document
Response Time Commitments Defined
Access Control for Incident Responders

Secure Response Layer

Access Controlled Incident Tooling
Redundant On Call Rotation Across Timezones
Tested Disaster Recovery Runbook

Auditable Incident

Full Audit Trail of Every Incident
Response Time Compliance Log
Compliance Reporting for Regulated Clients

Compliance Review

Quarterly SLA Compliance Review
Signed Off Incident Summary
Runbook Updated for Next Cycle

AI-Augmented, Human-in-the-Loop Architecture

Signal Ingestion

Production System Signals
AI Incident Diagnosis Engine

AI Diagnosis Layer

AI Drafted Root Cause
Confidence Score Check

Human in the Loop

Senior Engineer Review Queue
Root Cause Confirmed
Correction Sent Back to Model
Human Approved Remediation Plan

Delivery

Remediation Action Taken
Post Incident Sign Off Report
Client Notified of Resolution
Feedback Improves Diagnosis Model

Integration-Heavy / Ecosystem-Connected Architecture

Client Systems

Client Monitoring Stack
Existing ITSM Tool
Client CRM for Account Context

Incident Core

Unified Incident Connector
SLA Backed Response Engine
Incident Record Store

Two Way Sync Layer

Slack Teams and Email Escalation
Status Page Sync
Client Operations Team
Client Facing Systems

Shared Governance

Joint Incident Review
Published Incident Summary

Ready to get started?

Tell us what you’re trying to get done and we’ll help you find the highest-leverage place to start, scoped small enough to prove itself before you commit to anything bigger.

Talk to us about SLA-Backed Incident Support

Most engagements like this start as a $500–$2,500 pilot, see full pricing.