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Redian Software
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Run mode, not just build mode — 24×7 application support

SLA-backed L1/L2/L3 support for production systems — named senior engineers, observability-led incident response and quarterly security reviews on demand.

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CMMI Level 3 Appraised ISO Certified 200+ enterprises 5 regional hubs 9+ years of delivery
Outcomes that show up in production

The numbers we move.

Real benchmarks from four dimensions our clients measure us against.

  • 24×7

    Production care

    Named senior engineers on call

  • 15 min

    P1 first response

    Single-digit-minute incident acknowledgement

  • 5+ yrs

    Longest support engagement

    Same team, same application, half-decade

  • 70%

    Of build clients renew into support

    Same team owns build and run mode

What we deliver

Everything in the box.

Comprehensive scope — designed to remove the gaps where most engagements typically slip.

  • 01

    L1 / L2 / L3 tiered support

    L1 triage and monitoring response, L2 root-cause and code-level investigation, L3 senior engineering with named owners from the original build team where possible.

  • 02

    SLA-backed coverage

    P1 (15 min response, 4 hr resolution), P2 (1 hr / 24 hr), P3 (4 hr / 5 business days). Customised to your business hours and criticality during scoping.

  • 03

    Observability-driven

    Sentry, OpenTelemetry, Datadog or your existing stack. We don't run blind. Dashboards, alerting policies and runbooks live from day one.

  • 04

    Quarterly reviews

    Performance, security, cost optimisation and capacity planning every quarter. Written report with prioritised actions for the next 90 days.

  • 05

    Continuous improvement

    Bug fixes and small features rolled into the support engagement. Monthly bandwidth cap included; larger features scoped separately.

  • 06

    Roadmap pairing

    Your support team can become your build team for the next feature when you're ready. Smooth re-engagement, no re-hiring delay.

Who hires us

Built for the way your team buys.

We've shaped this practice around the patterns we see most — match yours against the list.

  • Build clients moving to run

    Clients we built for — about 70% move to a support retainer at go-live. Same team, same engineers, same accountability.

  • Takeovers from prior vendors

    Applications built by another vendor or in-house team where the original engineers have moved on. Our standard onboarding stabilises in the first month.

  • Legacy systems mid-modernisation

    Enterprises whose legacy systems need 24×7 care while a replacement is being built in parallel. We keep the lights on through the transition.

  • BFSI production systems

    Banks, insurers and lending platforms where downtime has real cost. Single-digit-minute response, regulator-aware incident management.

  • Multi-region applications

    Applications running across geographies — we provide follow-the-sun coverage across our India, Kenya and UAE hubs.

  • AI-powered systems

    Production ML models requiring monitoring, retraining triggers, drift response and evaluation pipelines under continuous care.

Our process

How an engagement unfolds.

Transparent, milestone-driven, with clear owners and timeframes at every stage.

  1. 01Weeks 1–2

    Codebase audit

    Architecture, technical debt, observability gap, security posture. Output: stabilisation plan with prioritised actions before any support SLA starts.

  2. 02Weeks 2–4

    Shadow & onboard

    Two-week shadow with outgoing team (where possible) or deep dive with your in-house team. Runbook authoring, alert policy tuning, escalation paths.

  3. 03Week 4

    Go-live

    Full SLA in effect. L1/L2/L3 teams active. Named senior engineers on rota. Daily standups with your team for the first month.

  4. 04Monthly

    Operating cadence

    Weekly delivery report, monthly 1:1 between your sponsor and our delivery lead, monthly incident retrospective.

  5. 05Quarterly

    Strategic reviews

    Performance, security, cost optimisation and capacity planning. Written quarterly report with prioritised actions and roadmap impact.

Service overview

In depth — how this practice runs.

The long-form view of what we build, how we sequence it, and the stacks we run.

24×7 production care

Applications need more after they ship than before. Our application support engineers own incident response, monitoring, patching and continuous improvement — under SLAs that match your business, not generic call-centre tickets.

Coverage tiers

  • L1 — first-response triage, monitoring alert response, known-issue resolution, basic configuration changes.
  • L2 — root-cause analysis, code-level investigation, integration troubleshooting, bug fixes.
  • L3 — senior engineering, architecture-level issues, major incidents, performance and security investigations. Named engineers from the original build team where possible.

What we deliver

  • 24×7 incident response with single-digit-minute first response for critical (P1) incidents.
  • SLA-backed — typical SLA structure: P1 (15 min response, 4 hr resolution), P2 (1 hr / 24 hr), P3 (4 hr / 5 business days).
  • Observability — Sentry, OpenTelemetry, Datadog or your existing stack. We don't run blind.
  • Quarterly reviews — performance, security, cost optimisation and capacity planning.
  • Continuous improvement — bug fixes and small features rolled into the support engagement.
  • Roadmap pairing — your support team can become your build team for the next feature when you're ready.

Who hires us for support

  • Clients we built for — about 70% of our build clients move to a support retainer at go-live.
  • Takeover engagements — applications built by another vendor or in-house team where the original engineers have moved on. We onboard via 2-week shadow + codebase audit.
  • Modernisation in flight — we keep the legacy system running 24×7 while another team builds the replacement.

How we scope an engagement

Fixed monthly fee based on application complexity, criticality and SLA tier. Predictable invoices, no per-ticket billing, no hourly creep. Most engagements run for 12+ months — we have application support relationships that have lasted 5+ years.

Why Redian

What makes us different.

Independent reasons clients pick us over Big-4 firms, boutique agencies and offshore vendors.

  • Senior engineers, not call-centre

    L1 staffed by engineers who can actually solve issues, not script-readers. L3 staffed by named architects — often the original build team.

  • Build + run continuity

    About 70% of our build clients renew into support — the same engineers run what they built. Institutional knowledge stays in the pod.

  • Real SLAs, not theatre

    15-minute P1 response measured by external monitoring, not self-reported. Penalty clauses contracted, not aspirational.

  • Follow-the-sun coverage

    India · Kenya · UAE hubs provide round-the-clock incident response without forcing engineers into permanent night shifts.

Tech & tools

The stack we ship on.

We pick tools that fit the problem — not because they pay us margin.

  • PagerDuty
  • Opsgenie
  • Sentry
  • OpenTelemetry
  • Datadog
  • New Relic
  • Grafana
  • Prometheus
  • Splunk
  • ELK Stack
  • Jira Service Management
  • ServiceNow
  • Zendesk
  • Statuspage
  • Runbook automation
  • Terraform
  • Ansible
  • AWS
  • Azure
  • GCP
  • Kubernetes
Proof from production

A case study that mirrors your use-case.

Real customer · real numbers · real go-live. Most of our work is under NDA — this is one we can share publicly.

IT ServicesKenya

Customer Support Transformation with iSolutions Associates — 38.7% faster resolution

Client · iSolutions Associates

  • 38.7%

    Faster ticket resolution

  • 100%

    Tickets routed automatically

  • 0

    Lost-in-inbox incidents post go-live

iSolutions Associates transformed an inefficient email-based support system into a Zoho Desk operation with automated routing, SLAs and analytics — achieving 38.7% faster ticket resolution.

Tech stack

Zoho Desk
Read the full case study All case studies
Frequently asked questions

Everything you wanted to ask before the first call.

Don't see your question? Ask us directly →

What does 24×7 application support actually include?

Round-the-clock monitoring, alert response and incident handling — 15-minute first response for P1 incidents, named senior engineers on call, escalation through L1 → L2 → L3 within agreed timeframes. Plus quarterly performance, security and cost reviews. Not generic call-centre tickets.

What are your SLA tiers?

Typical structure: **P1 **(production down or critical impact) — 15 min response, 4 hr resolution target.** P2 **(degraded service) — 1 hr / 24 hr.** P3** (minor / cosmetic) — 4 hr / 5 business days. We customise SLAs to your business hours and criticality during scoping.

Can you take over a system we didn't build?

Yes — about 40% of our support engagements are takeovers. Standard onboarding: 2-week codebase audit (architecture, debt, observability, security), 2-week shadow with the outgoing team where possible, then full handover. Most takeovers stabilise inside the first month.

How do you handle knowledge transfer when engineers change?

Runbooks for every documented incident, architecture decision records (ADRs), and 2-week shadow whenever an engineer rotates. Plus our delivery lead stays constant across rotations — institutional knowledge doesn't walk out the door.

What's the minimum engagement?

3 months minimum to get the team trained and integrated; most clients run 12+ months. Notice period after the minimum is 30 days — predictable on both sides.

Is this fixed-price or per-incident?

Fixed monthly fee based on application complexity, criticality and SLA tier. Predictable, no per-ticket billing, no hourly surprise invoices. Small feature work is included up to a monthly bandwidth cap; larger work is scoped separately.

Do you support cloud, on-prem and hybrid?

All three. AWS, Azure, GCP, on-prem VMware, hybrid setups, Kubernetes and bare metal. We bring the observability and incident response practice; we work in whatever runtime you have.

Still figuring it out? Tell us what you're trying to solve and we'll send a tailored proposal within one business day.

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