# Support Operations

> Ongoing system care. Not an afterthought, but a discipline. We keep production healthy so your team can focus on building.

Practice: Practice 04
Tags: Monitoring, Security hardening, Scalability, Incident response

## What we do
- **System Maintenance & Monitoring:** Proactive upkeep, dependency management, and observability so issues surface before they become incidents.
- **Security Posture & Hardening:** Practical security improvements, not compliance theater. Patching, access controls, and vulnerability remediation.
- **Scalability Planning:** Identifying bottlenecks before they bite and building the infrastructure headroom you'll need next quarter.
- **Incident Response Support:** On-call escalation paths, runbooks, and hands-on support when things go wrong in production.

## Frequently asked questions
### What does support operations cover?

Proactive maintenance and monitoring, security hardening, scalability planning, and incident response. The discipline of keeping production healthy so your team stays focused on building.

### Can you run systems you didn't build?

Yes. We have run Spentra's full AWS environment for over six years and later rewrote its core API from a Ruby monolith to serverless. Taking ownership of an existing system is a normal starting point, not an exception.

### Do you support compliance-bound environments?

Yes. We have maintained PCI DSS continuously for years in a production payments environment, with the patching, access controls, and audit posture that requires.

### What does incident response look like?

Monitoring that surfaces issues before they become incidents, runbooks for the ones that happen anyway, and on-call escalation with response measured in minutes, not mornings.