Geniusee L2 DevOps Support - 24/7

Geniusee L2 DevOps Support (24/7) provides always-on coverage for mission critical AWS workloads. Our Support Center of Excellence (CoE) operates continuous on-call rotations so your systems remain available, performant, and observable every hour of every day.

Coverage runs 24 hours a day, 7 days a week, excluding Ukrainian public holidays. Response time may be slightly longer during night hours (23:00 to 07:00 CET). The service includes real-time AWS observability, automated alerting, incident response and resolution, root cause analysis, infrastructure maintenance, automated and emergency patching, plus structured on-call schedules and clearly defined escalation paths. Response SLAs scale with complexity and tier, from 1 business day for routine work down to 15 minutes for P1 critical incidents such as full production outage, critical security vulnerability, or risk of data loss. New feature development and large architectural changes are out of scope.

The service is delivered under ISO 9001 and ISO 27001 compliant processes using PagerDuty, Jira Service Desk, Pingdom, CloudWatch, and Datadog. All support personnel operate from locations outside Ukraine, eliminating geopolitical risk to service continuity. Billing is flexible (monthly, quarterly, semi-annual, or annual) with savings of up to 10% on longer commitments, and customers can choose between fixed-price packages and a Time and Materials model.