Answers to what we are asked most often — and the path to a human when the answer isn't here.
Escalation documented in every runbookA live incident and a general question do not travel the same way. Pick the row that matches what you have — each one reaches a person rather than a ticket queue.
For a live issue on a system we built, email us with the service name and what you are seeing. Engagements under an active support agreement have an agreed response target and an escalation path documented in the runbook.
official@sysstacks.comClients under an active support agreement have a documented escalation path in their runbook — the on-call rotation and the agreed response target for each severity. If you cannot find it, email us and we will resend it.
Request your runbookHave a question anyway? Ask it. We would rather answer something useful than wait for a procurement process to start.
Talk to an engineerAll eight of them, in full. If yours is not here, email us — the answer usually takes less time to write than a support ticket takes to route.
official@sysstacks.comWith a technical review — a paid or unpaid session, depending on scope, where a principal engineer goes through your architecture, constraints, and the outcome you need. You leave with a written assessment whether or not you engage us afterwards.
A senior pod of three to five engineers with one principal accountable for the engagement end to end. The principal is in every meeting from the first call through handover — there is no transition to a delivery team you have not met.
Fixed scope, milestone-gated, and tied to outcomes rather than hours. We scope a phase, agree what "done" means for it, and price that. Where scope genuinely cannot be fixed up front, we scope a short discovery phase first.
You receive the system, the infrastructure code, the runbooks, and the documentation — and we run a handover period where your team operates it with us on call. We are not finished when it ships; we are finished when your team can run it without us.
Usually, yes, and it produces better outcomes. Embedding alongside your team means the knowledge stays after we leave. We can also work as a standalone pod where that fits better.
SOC 2 Type II is in progress. We welcome client-side security reviews, will sign your DPA and NDA, and can work inside your cloud accounts and tooling rather than our own where policy requires it.
We are remote-first and currently work with clients across the USA, UK, and UAE, travelling on-site when the work genuinely needs it. Time zone overlap is agreed at the start of every engagement.
Email official@sysstacks.com with the service name and what you are seeing. Engagements under an active support agreement have an agreed response target and an escalation path documented in the runbook.