Incident Response
A runbook and a real point of contact when something breaks — not a support ticket queue.
What's included
What you get
An incident runbook tailored to your systems and common failure modes
A defined on-call point of contact within your agreed SLA
Escalation paths and communication templates ready to use
Post-incident review after any handled incident
Regular review and update of the runbook as your systems change
Not included (available as add-ons)
Investment
From €300/mo
A realistic starting point for the smallest sensible version of this project — not a fixed quote.
What moves it up the range
- • Response SLA (hours vs. same-day)
- • On-call coverage window
- • Number of systems in scope
- • Whether active incident-handling hours are included or billed separately
These are starting prices, not fixed quotes. We scope every project to match your actual budget — the final number depends on what you need built.
How it works
Our process
Build the runbook
Written against your actual systems and past incidents, not a generic template.
Define escalation
Who gets contacted, in what order, and how — agreed before an incident, not during one.
Be reachable
A real point of contact within your agreed SLA when something goes wrong.
Review after
Every handled incident gets a post-mortem so the same thing doesn't happen twice.
Questions
Incident Response — frequently asked
Is active incident handling included in the monthly price?
No — the retainer covers readiness (runbook, on-call point of contact, escalation paths). Hands-on-keyboard incident handling is billed hourly on top, typically €175-400/hr depending on urgency.
What's the response SLA?
It depends on the tier — same-day response is the entry point, with faster SLAs and 24/7 coverage available at higher tiers.
Do you also monitor our infrastructure?
Monitoring is a separate but complementary service — many clients run both together so incidents are caught and responded to end to end.
What happens after an incident is resolved?
A post-incident review is included, so the root cause is documented and the runbook is updated to reflect what was learned.
Technologies used
Get started
Ready to get this right?
Book a free 30-minute call. We'll review your situation and give you honest advice — no pitch, no commitment.