Reliability Engineering for the
Whole Customer Experience
YourSRE helps growing technology companies reduce incidents, improve recovery, build useful observability, define SLOs, and treat customer support as a reliability-critical product.
Reliability Doesn't Stop at Uptime
Your customers experience reliability through the product, the support queue, the status page, the escalation path, the workaround, and the time it takes to recover. YourSRE applies SRE principles across both software systems and customer-support systems.
Fewer, shorter incidents
We reduce incident frequency and duration with useful observability, SLOs that reflect customer journeys, alerting that pages on impact, and deployment practices that make bad changes small and reversible.
Faster, cleaner recovery
Recovery is more than restoring the service. We build the incident management, runbooks, communication, and follow-through that get the system — and the customer — back to working order quickly.
Support as a reliability system
The support queue, escalation path, and knowledge base are reliability-critical surfaces. We give them SLIs, SLOs, and error budgets — the same discipline you apply to production systems.
Capability that stays
Every engagement transfers the practices, dashboards, and operating cadence to your team. Reliability keeps improving after we leave — we don't park consultants in your org chart.
The Same Product, Measured Two Ways
Both columns are true at the same time. That's the problem.
What the dashboards say
What the customers say
This gap has a name. See how the understanding valley forms — and what it costs →
Core Services
Clear scope, senior people, and starting prices you can budget against
Reliability Snapshot — $5,000
A fast, senior review of your current reliability risks, incident patterns, observability gaps, and support escalation issues — with the highest-impact improvements for the next 90 days.
- Incident pattern review
- Observability gap analysis
- Support escalation review
- Prioritised 90-day plan
SRE Maturity Assessment — from $12,500
A deeper assessment of how your systems are run: infrastructure, cloud operations, observability, incident response, alerting, SLOs, deployment risk, ownership, and operating maturity.
- Infrastructure & cloud operations review
- Incident response & alerting assessment
- SLO & deployment risk analysis
- Ownership & maturity scorecard
Support Reliability Assessment — from $15,000
Customer support treated as its own reliability product. We measure how reliably customers get unstuck — and where the support system itself is failing them.
- Support SLIs & SLOs
- Escalation latency & customer recovery time
- Reopen rate, misroute rate & knowledge-base reliability
- AI support quality & support error budgets
Implementation Sprints — from $25,000
Fixed-scope delivery projects that turn assessment findings into working systems — delivered alongside your team, with the knowledge transferred.
- SLOs, dashboards & alert improvements
- Incident management processes & runbooks
- Operational readiness checks
- Support reliability dashboards & escalation workflows
Fractional Reliability Office — from $7,500/month
Ongoing reliability leadership for companies that need SRE discipline but aren't ready to hire a full internal SRE function. A dedicated reliability lead with access to the YourSRE engineering bench.
- Reliability reviews & SLO governance
- Incident & postmortem facilitation
- Reliability roadmap ownership
- Advisory support & practical engineering guidance
Managed Incident Response — from $10,000/month
Business-hours, extended-hours, or 24/7 incident response — priced separately and offered to qualified customers with approved runbooks, access controls, escalation paths, and observability coverage in place.
- Business-hours, extended-hours or 24/7 cover
- Qualified onboarding & approved runbooks
- Defined escalation paths & access controls
- Custom pricing to match your on-call requirements
Customer Support Is a Reliability System
Most companies measure support as a cost centre. We treat it as a reliability-critical product surface. YourSRE helps teams define support SLIs and SLOs, measure customer recovery time, reduce escalation latency, improve known-issue communication, and apply error-budget thinking to the support experience.
“Is the system up?”
Uptime, latency, error rates, deploy safety. Necessary — but it's only half the picture your customers experience.
“Can the customer get unstuck?”
A product can be technically available and still feel unreliable if the customer can't complete the job, get a workaround, receive a clear update, or reach the right escalation path.
Support is the human recovery plane of the product.
Support reliability 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
Support Reliability OS
from $60,000 USD
Turn customer support into a measurable reliability system with SLIs, SLOs, error budgets, escalation contracts, dashboards, and incident-grade operating discipline.
Talk to us about Support Reliability OS- Support journey mapping
- Support SLIs and SLOs
- Customer recovery time metrics
- Escalation contracts between support, engineering & product
- Support error-budget policy
- Known-issue communication workflow
- Knowledge-base reliability review
- AI support guardrails
- Support reliability dashboard
- Weekly operating cadence
- Executive scorecard
Calculate Your Downtime Cost
See how much unreliable systems are costing your business
* A model, not a quote: assumes SRE practices reduce downtime by 60%. Your real number depends on where your gaps are — the free readiness report will show you.
How We Work
The same path every time — because the gap is usually organisational, not technical
Discovery
We start with your systems, your support queue, and how decisions actually get made. No two businesses are alike, and neither is where their reliability leaks.
Assessment
We score your readiness across ten weighted dimensions — from customer journey reliability through to leadership incentives. Evidence, not opinions.
Roadmap
Together we build a 30/60/90 day plan that balances quick wins with the operating-model work. You'll know exactly what happens, when, and who owns it.
Implementation
We work alongside your team to implement changes, transfer knowledge, and build sustainable practices that last.
Sound Familiar?
The situations we get called into. No invented logos, no fake case studies — if one of these reads like your Slack, we should talk.
"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, instrument customer-visible failure — completion, not uptime — and gate releases to that journey on error budget burn.
"Procurement wants an uptime SLA in the contract. Honestly, we don't know what we could safely commit to — or how we'd evidence it."
First move: reconcile every promise sales is being asked to make against what's actually measured today, put a named owner on each critical journey, and close the gap before it prices itself into the renewal.
"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 being borrowed against customer trust.
Transparent Pricing
Clear starting prices in USD. “From” pricing scales with company size, system complexity, number of services, support volume, on-call requirements, and implementation depth.
Reliability Snapshot
A senior review of reliability risks and a clear 90-day plan
- Current reliability risk review
- Incident pattern analysis
- Observability gap analysis
- Support escalation review
- Highest-impact 90-day improvements
Fractional Reliability Office
Ongoing reliability leadership without the full-time hire
- Dedicated reliability lead with access to the YourSRE engineering bench
- Reliability reviews & SLO governance
- Incident & postmortem facilitation
- Reliability roadmap ownership
- Advisory support & practical engineering guidance
Support Reliability OS
Turn customer support into a measurable reliability system
- Support SLIs, SLOs & error budgets
- Escalation contracts & known-issue workflow
- Support reliability dashboard
- Weekly operating cadence
- Executive scorecard
All starting prices
- Reliability Snapshot$5,000
- SRE Maturity Assessmentfrom $12,500
- Support Reliability Assessmentfrom $15,000
- Implementation Sprintsfrom $25,000
- Support Reliability OSfrom $60,000
- Fractional Reliability Officefrom $7,500/month
- Managed Incident Responsecustom, from $10,000/month
All prices in USD. Managed Incident Response — including 24/7 cover — is priced separately and offered to qualified customers with approved runbooks, access controls, escalation paths, and observability coverage.
Why YourSRE
A specialist reliability partner for companies whose customer trust depends on uptime, recovery, escalation, and operational maturity
Senior practitioners, not a bench of juniors
Every engagement is led by experienced reliability 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're the only reliability practice we know of that engineers the support queue, escalation paths, and customer recovery with the same rigour as the infrastructure.
Fixed scope, clear prices
Assessments and sprints are fixed-scope with published starting prices. You know what you're buying, what it costs, and what you'll have at the end.
Built to make ourselves redundant
We transfer the practices, dashboards, and operating cadence to your team. If we stopped tomorrow, the capability stays — that's the test every engagement is designed against.
Frequently Asked Questions
Straight answers to the questions every prospective client asks
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.
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.
The Reliability Snapshot takes about two weeks. Assessments take two to six weeks depending on depth. Implementation sprints and Support Reliability OS engagements run one to four months. Many clients keep a Fractional Reliability Office arrangement going afterwards — but every engagement is designed so your team keeps the capability if you stop tomorrow.
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.
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.
Most clients start with the $5,000 Reliability Snapshot: a fast, senior review of your reliability risks, incident patterns, observability gaps, and support escalation issues, with a clear 90-day plan. If you want a feel for how we think first, run the free SRE readiness report on this site — fifteen minutes, no login, and you can have a senior consultant review the result for free — then book a call.
Book a Reliability Assessment
Start with a $5,000 Reliability Snapshot and get a clear 90-day plan to improve uptime, recovery, escalation, and customer trust. Not sure which engagement fits? Tell us where reliability hurts and we'll tell you honestly — if we're not the right fit, we'll say so on the first call.