99.97% uptime. 26-hour escalations.
For CTOs and support leaders at growing SaaS companies. In about two weeks, a senior reliability engineer reviews your incidents, monitoring, and support escalations, and hands you a ranked 90-day plan to close the gap between what your dashboards say and what customers experience.
Fixed price · about two weeks · credited in full if you continue with us within 60 days
New The Reliability Pulse Survey measures what your staff believe about reliability, quarter by quarter.
Uptime, last 30 days
99.97%
Escalation latency, p90
26h
Customer recovery time, p90
4.2 days
Tickets tagged “still broken”
143
Every system check is green. 143 customers disagree.
The same product, measured two ways.
Both columns are true at the same time. Most reliability programmes only ever look at the left one.
What the dashboards say Engineering
Uptime99.9%
API latency, p50120 ms
Error rate0.1%
Deploys per week40
What customers say Support queue
“Search fails one try in ten.”1 in 10
“It’s been slow all week.”again
“I exported it to a spreadsheet instead.”churn risk
“Renewal is under review.”revenue
This gap has a name. Read how the understanding valley forms and what it costs.
Reliability doesn’t stop at uptime.
Customers experience reliability through the product, the support queue, the status page, the workaround, and the time it takes to recover. We work on all of it.
Incidents
Fewer, shorter incidents
Observability that answers real questions, SLOs built on customer journeys, alerts that page on impact, and releases small enough to reverse in minutes.
Recovery
Faster, cleaner recovery
Incident roles, runbooks, customer updates, and follow-through that get the system and the customer back to working order, in that order of importance.
Support
Support as a reliability system
The queue, the escalation path, and the knowledge base get SLIs, SLOs, and error budgets, with the same discipline you apply to production.
Handover
Capability that stays
Every engagement hands the practices, dashboards, and operating rhythm to your team. Reliability keeps improving after we leave.
Know your three biggest reliability risks in two weeks.
A fixed-price review by a senior reliability engineer. You finish with a ranked 90-day plan your team can start on, written for engineering, support, and leadership to read.
Price$5,000fixed, USD
Time to plan~2 weekskickoff to readout
Credit$5,000back if you continue within 60 days
What we look at
- Your last 90 days of incidents and how they were detected, handled, and followed up
- Alerts, dashboards, and SLOs, and whether they reflect what customers experience
- Support tickets and escalations that point at reliability problems
- Short interviews with people from engineering, support, and product
What you get
- A written report naming your highest-impact reliability risks
- A ranked 90-day plan, with effort and owner suggestions for each item
- A list of things not to spend money on yet
- A 60-minute readout with your leadership team
What we need from you
Read-only access or exports for incidents, alerting, and support tickets, plus short interviews with a few people. How much time that takes depends on your size, so we agree it on the first call. We never need write access to production.
What it isn’t
It isn’t a tooling pitch or a disguised sales deck. The plan is yours to run with your own team, with us, or with someone else.
You talk to the person who does the work.
Daniel Holmes
Founder, YourSRE
Queensland, Australia · working remotely with teams in any time zone
Daniel is a DevOps engineer and entrepreneur, and the founder of YourSRE. He runs every Reliability Snapshot himself: the person on your first call is the person who reviews your systems and writes your plan.
“Daniel has an unbelievable and versatile set of skills.”
“…engineering leadership coupled with problem solving skill…”
Customer support is a reliability system.
Most companies run support as a cost centre. We run it as a reliability-critical part of the product, with measured recovery times, escalation contracts, and error budgets.
Infrastructure reliability asks
“Is the system up?”
Uptime, latency, error rates, deploy safety. Necessary, and only half of what your customers experience.
Support reliability asks
“Can the customer get unstuck?”
A product can be technically available and still feel broken when the customer can’t finish the job, find a workaround, get a clear update, or reach the right person.
Support SLIs we define and measure
- First meaningful response time
- Time to qualified triage
- Escalation latency
- Customer recovery time
- Reopen rate
- Misroute rate
- Stale knowledge rate
- Known-issue disclosure latency
- Support-induced toil
- AI support deflection failure rate
Flagship engagement · built and handed over
Support Reliability Build
from $45,000 fixed scope
We build your support reliability system with your team: SLIs, SLOs, error budgets, escalation contracts, and a dashboard. Then we hand over a playbook your team runs, and review your results in writing for 90 days.
No one from YourSRE sits on your support hours. Reviews arrive in writing and as recorded walkthroughs, and workshops are booked only when a decision needs people in a room.
Talk to us about a Support Reliability Build How SRE works with customer support
What’s included
- Support journey mapping
- Support SLIs and SLOs
- Customer recovery time metrics
- Escalation contracts across support, engineering and product
- Support error-budget policy
- Known-issue communication workflow
- Knowledge-base reliability review
- AI support guardrails
- Support reliability dashboard
- Operating playbook your team runs each week
- Executive scorecard template
- 90 days of written reviews, every two weeks
Measure what your people believe about reliability.
An independent survey of your staff on four questions, repeated every quarter. It gives you a baseline, then shows whether your reliability work is changing how the organisation thinks and behaves.
One-off from $4,500 · quarterly programme $14,400 a year
Question12345
UnderstandingI could explain our reliability principles to a new hire.
ValueReliability matters to our customers and our business.
PracticeWe actually use those principles in day-to-day decisions.
OutlookReliability here will be better in a year than it is today.
Clear scope, senior people, published prices.
Starting prices scale with company size, system complexity, support volume, incident volume, and how deep the implementation goes. Most clients start with the Snapshot.
What downtime costs you.
A rough model of revenue lost to incidents. Change the numbers and the results update.
Revenue lost per hour down
$571
Downtime cost per year
$27,397
With SRE practices (modelled 60% less downtime)
$10,959
Saved per year
$16,438
A model, not a quote. It assumes SRE practices cut downtime by 60%, and it ignores support cost, churn, and engineering time. The free readiness report shows where your real gaps are.
The situations we get called into.
No invented logos and no fake case studies. If one of these reads like your Slack this week, we should talk.
E-commerce
The checkout that only breaks at peak
“Every big sale brings a spike of ‘payment failed’ tickets nobody can reproduce. The dashboards were green the whole time.”
First move: map the checkout journey end to end, measure completed checkouts instead of uptime, and gate releases on that journey’s error budget.
B2B SaaS
The renewal that got awkward
“Procurement wants an uptime SLA in the contract. We don’t know what we could safely commit to, or how we’d prove it.”
First move: line up every promise sales is being asked to make against what is measured today, name an owner for each critical journey, and close the gap before it reaches the renewal.
Scale-up
The team that ships fast and sleeps badly
“Thirty deploys a day with AI coding assistants. Rollback is a prayer, and the pager owns our weekends.”
First move: measure how long a bad change takes to detect and reverse, then make releases small, observable, and reversible so speed stops costing customer trust.
The same path every time.
The gap is usually organisational before it is technical, so we start with people and evidence, then move to systems.
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Week 1
Discovery
Your systems, your support queue, and how decisions really get made. We also survey your staff so we know how reliability is understood and valued before we recommend anything.
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Weeks 1 to 4
Assessment
We score readiness across ten weighted dimensions, from customer journey reliability to leadership incentives, using evidence rather than opinion.
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End of assessment
Roadmap
A 30/60/90 day plan that balances quick wins with operating-model work. Every item has an owner and a date.
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Months 1 to 4
Implementation
We build the changes alongside your team, hand over the knowledge, and leave practices that keep running without us.
A specialist partner for companies whose trust depends on recovery.
Senior practitioners only
Every engagement is led by engineers who have run production systems and incident response. The people you talk to are the people who do the work.
The whole customer experience in scope
We engineer the support queue, escalation paths, and customer recovery with the same rigour as the infrastructure. We don’t know another practice that does.
Fixed scope, clear prices
Assessments and sprints are fixed-scope with published starting prices. You know what you are buying, what it costs, and what you will have at the end.
Built to make ourselves unnecessary
We hand over the practices, dashboards, and operating rhythm. If we stopped tomorrow, the capability would stay. Every engagement is designed against that test.
Questions every prospective client asks.
What is Site Reliability Engineering?
Site Reliability Engineering (SRE) applies software engineering discipline to reliability. The version we practise covers the whole customer experience: not just whether the servers are up, but whether the customer can get unstuck — through the product, the support queue, the status page, the escalation path, and the time it takes to recover. SLOs, observability, and incident response are the tools; customer trust is the point.
What size companies do you work with?
We specialise in small to medium businesses, typically 20-500 people. That's the size where reliability problems are felt commercially — a bad quarter of incidents shows up in renewals — but a full in-house SRE team doesn't stack up yet.
How long does an engagement typically last?
The Reliability Snapshot takes about two weeks. Assessments take two to six weeks depending on depth. Implementation sprints run one to four months, and a Support Reliability Build takes two to three months followed by 90 days of written reviews. Most of our work is asynchronous: written reviews, recorded walkthroughs, and workshops only where they are needed. Every engagement is designed so your team keeps the capability if you stop tomorrow.
How much of our team's time does a Snapshot take?
It depends on the size of your organisation and how many teams are involved. Expect a short kickoff, interviews with a few people from engineering, support, and product, and a 60-minute readout. We agree the time commitment on the first call, and we work from read-only access or exports so nobody has to babysit us.
Is the first call a sales pitch?
No. It's 30 minutes to understand what's going on and whether we can help. If we're not the right fit, we'll say so on the call. If we are, you'll leave with a recommended starting point and a fixed price.
We already have an SRE or platform team. Do we still need you?
Often not for the infrastructure itself. Where we add the most is the part internal teams rarely own: connecting engineering signals to support, product, and leadership decisions, and giving an independent view that isn't shaped by the org chart. The Snapshot will tell you quickly whether that's worth paying for.
Do you need access to production?
No. Assessments work from read-only access or exports of incidents, alerting, dashboards, and support tickets. We never need write access to production systems.
Do you provide on-call or incident cover?
No. We don't carry pagers or staff your support hours. We make your own on-call and incident process work, and the Incident Review Retainer gives you an independent written review of significant incidents within five business days.
What is a Reliability Pulse Survey?
An independent survey of your staff that measures four things: how well reliability principles are understood, how much reliability is valued, how well those principles are practised day to day, and how positive people feel about where reliability is heading. A one-off survey starts at $4,500 and is included in the SRE Maturity and Support Reliability assessments. The quarterly programme is $14,400 a year, and because the questions stay the same, each quarter shows whether your reliability work is changing how the organisation sees it.
Do you replace our existing team?
No. We work alongside your engineering team — and just as importantly, with your support, product, and leadership. Most reliability gaps live between teams, not inside them. We transfer the knowledge and the operating rhythm; we don't park consultants in your org chart.
Do you work with remote teams?
Yes. We work with distributed teams across time zones, and our practices are built for remote collaboration — written reviews, shared dashboards, and a monthly reliability rhythm that doesn't depend on hallway conversations.
How do we get started?
Send the contact form and we'll reply within one business week with times for a free 30-minute call. Most clients then start with the $5,000 Reliability Snapshot, which ends in a ranked 90-day plan. If you go on to an assessment, sprint, or build within 60 days, the $5,000 is credited against it. If you want to see how we think first, run the free readiness report on this site. It takes about 15 minutes, needs no login, and you can ask a senior consultant to review the result for free.
Contact
Tell us where reliability hurts.
Most clients start with the $5,000 Reliability Snapshot and leave with a clear 90-day plan. If we’re not the right fit, we’ll tell you on the first call.
Emailhello@yoursre.com
WhereRemote-first, working with teams in any time zone
Reply timeWithin one business week