SaaS · Sample Case Study
From weekly firefights to 99.95% uptime with real SLOs
A mid-market B2B SaaS company
- fewer P1 incidents
- 68%
- fewer P1 incidents
- faster MTTR
- 5x
- faster MTTR
- uptime achieved
- 99.95%
- uptime achieved
The Challenge
Engineering was spending roughly a third of its time on unplanned incident response. There were no SLOs, alerting was noisy enough that engineers muted it, and postmortems happened inconsistently with no follow-through on action items.
Engagement Lead
Engagement Lead — Site Reliability
Engineering Approach
[01]
Defined SLIs and SLOs for the five most business-critical user journeys.
[02]
Rebuilt the observability stack around distributed tracing and consolidated dashboards.
[03]
Re-tuned alerting to page only on symptoms that mattered, cutting alert volume by 70%.
[04]
Introduced a blameless postmortem process with tracked, owned action items.
Business Results
P1 incidents dropped 68% within the first quarter post-engagement.
Mean time to resolution improved 5x with better observability and runbooks.
On-call engineers report fewer 3am pages and a genuinely better quality of life.
Reliability work now has a standing budget instead of competing with features by default.
Stop guessing.
Start shipping.
Thirty minutes with a senior engineer. No sales deck, no junior SDRs. Just a technical conversation about what's actually breaking or slowing you down.