Managed Support
Managed IT Support Transformation
From 8 hours of monthly downtime to under 15 minutes.
Client
Legal technology platform
Industry
Legal Technology
Duration
Ongoing engagement
The Problem
A legal tech SaaS company lacked internal DevOps capacity. Their platform experienced 8+ hours of downtime per month, support tickets went unresolved for days, and the engineering team was constantly firefighting infrastructure issues.
- No 24/7 monitoring — incidents discovered by users, not the team
- Mean time to resolve (MTTR) exceeding 4 hours per incident
- 8+ hours monthly downtime impacting law firm clients with active matters
- No documented runbooks or incident response procedures
Our Solution
Concordia transitioned the client to a fully managed support model with 24/7 infrastructure monitoring, on-call rotations, proactive patch management, and formalized incident response.
- Deployed Datadog across entire stack with custom SLO dashboards
- Established on-call rotation with 15-minute response SLA
- Implemented automated patch management and change control process
- Created 40+ runbooks covering all critical incident scenarios
The Result
Within the first 30 days, downtime dropped by 95%. The engineering team was freed from operational firefighting and could focus entirely on product development.
Technology Stack
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