Company type
SaaS scale-up
Proactive SaaS maintenance: critical incidents reduced by 71%
A SaaS platform was facing recurring regressions and growing support pressure.
Context
The product team shipped fast, but technical debt increased with each sprint.
Support tickets were handled ad hoc, without clear priority system or unified reporting.
Key issues
- No incident runbook or rollback protocol.
- Insufficient test coverage on critical modules.
- Support SLA not aligned with business criticality.
Maintenance approach
Stability audit
Mapped incidents, root causes, and high-risk technical zones.
Reliability plan
Defined SLO/SLA, runbooks, alerting, and corrective prioritization.
Weekly execution
Delivered fix batches, security hardening, and backend/frontend performance improvements.
Management control
Introduced incident dashboard, MTTR tracking, critical backlog view, and release capacity tracking.
Objective
Stabilize production, reduce critical incidents, and operationalize continuous maintenance.
Stack and tools
- Next.js + API services
- PostgreSQL and log monitoring
- Ticket management and SLA tracking
- Incident playbook + release checklists
Observed outcomes (90 days)
- -71% critical production incidents.
- Average MTTR reduced from 4h20 to 1h35.
- Priority bug backlog reduced by 46%.
- More regular and predictable release cadence.
Operational lessons
- Effective maintenance is a system, not a reactive patch list.
- MTTR/SLA governance aligns engineering with business impact.
- Weekly improvement rhythm prevents debt accumulation.
Related service pages
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