On-Call Rotation Backup and Production Incident Response by Dedicatted

SaaS and software companies, SMB to mid-market, in Canada, the United States and Europe, whose own engineers carry the production on-call rotation on AWS and are too few to cover nights, weekends and holidays. The buyer is the VP Engineering who owns that rotation and keeps the platform in house.

The engineers who build the product also carry the pager. On a short rotation the same people answer every night, weekend and holiday page and every release. Night pages wait, noisy alarms get muted, runbooks live in one person's head, and enterprise contracts ask for round-the-clock incident response the team cannot staff.

Onboarding. We map the Amazon CloudWatch alarms and Amazon EventBridge rules that page, your PagerDuty, Opsgenie or Jira Service Management schedules and your runbooks, then agree a severity matrix, coverage windows and an action boundary: what we may do alone (restart, scale out, fail over, roll back) and what waits for your owner. Missing runbooks become AWS Systems Manager Automation runbooks. Access runs through AWS IAM Identity Center and Session Manager: read-only for triage, plus a permission set for the approved actions, logged in AWS CloudTrail. We shadow your on-call, then you reverse-shadow us.

Coverage. Our engineers join your paging tool as a schedule layer: a follow-the-sun second line when your primary misses or escalates a page, or primary for nights, weekends, holidays or release windows with your engineer as escalation. Each page follows the runbook: triage with CloudWatch dashboards, Logs Insights, AWS Health and CloudWatch investigations, mitigate inside the boundary, log an OpsItem in AWS Systems Manager OpsCenter if you use it, and escalate to your owner with the timeline. Off-hours releases get an engineer on watch.

Post-incident reviews. Every major incident gets a blameless review drafted from the CloudWatch investigations incident report; your team owns the actions. A monthly report covers pages, noisy alarms and runbook gaps.

Handback. When your team is ready, we taper coverage window by window, reverse-shadow your new on-call engineers, hand over runbooks and incident history, and remove our access.

Incident tooling add-on. AWS has closed AWS Systems Manager Incident Manager to new customers; we move its response plans to OpsCenter and PagerDuty or Jira Service Management, and Opsgenie schedules to Jira Service Management or PagerDuty before Opsgenie end of support.

You keep the platform; for Dedicatted to run it, see its 24/7 Platform Support Service or Cloud & Platform Managed Services.

Amazon CloudWatch (alarms, dashboards, Logs Insights, investigations), Amazon EventBridge, Amazon SNS, AWS Health, AWS Systems Manager (OpsCenter, Automation, Session Manager), AWS IAM Identity Center and AWS CloudTrail, with PagerDuty, Opsgenie or Jira Service Management.

• Every page in a covered window is answered by a Dedicatted engineer working your runbook, inside the action boundary.
• Your engineers stop carrying nights, weekends, holidays and releases alone.
• Every major incident ends with a blameless review and actions your team owns.
• A planned exit: the rotation comes back documented and our access is removed.

Dedicatted is in the AWS Managed Service Provider Program and runs round-the-clock operations and incident response for its managed customers. For Collectr, a Toronto-based collectibles app used by millions, Dedicatted took over AWS operations through its 24/7 Platform Support Service and built the alarms, anomaly detection and issue response workflows, published by AWS as a case study. Around a global trading card set release in September 2026 the team tuned alerting, formalised runbooks and handled the surge live. We have also run round-the-clock managed support for a Belgian financial compliance software company and a Canadian education group. There we operate the platform; this listing brings the same practice to a rotation your team keeps.

Dedicatted is an AWS Premier Tier Services Partner in Toronto and Montreal, Canada, the first Canadian partner with both AWS AI Competencies and the only Canadian AWS Partner with the AWS Digital Sovereignty Services Competency. We deliver across Canada, the US and Europe in English and French, with data residency in AWS Canada (Central) and Canada West (Calgary). Follow-the-sun coverage runs from engineers in North American and European time zones.

AWS bills you for what this service adds: CloudWatch alarms, dashboards and queries, EventBridge rules and Amazon SNS topics routing alarms to your paging tool, OpsCenter OpsItems, Automation executions and CloudTrail logging. Your paging tool subscription stays yours. We work through an IAM Identity Center permission set or a cross-account IAM role you create, removed at handback.