- Response
- 15 min
- Resolution
- 4 hrs
Site down, data loss, security incident.
The team that builds it is the team that supports it.
Every Ironstar customer talks to a Site Reliability Engineer — not a call centre or chatbot. Our SREs split their time between platform engineering and live support, so you get support directly from the experts.
An SLA that guarantees a fix, not just a response.
Most managed-Drupal SLAs commit to a response time and stop there. Ours commit to resolution targets — the time it takes to close the ticket, not to acknowledge it. Across our customer base, the median P1 resolution sits well inside the SLA ceiling.
- Response
- 30 min
- Resolution
- 8 hrs
Significant degradation. Functionality impaired but service running.
- Response
- 2 hrs
- Resolution
- 1 biz day
Non-blocking issue. Configuration, advice, or scheduled change.
- Response
- 1 biz day
- Resolution
- 5 biz days
Feature request, documentation, low-priority planning.
Two weeks on support. Six weeks building.
Every SRE rotates through a two-week support window every two months. The rest of the time, they're shipping platform features, automation and runbooks — the things that prevent the next ticket.
It means support never feels like a separate team. The engineer who answers your P1 has commits in the very system that's failing.
8-week rotation
W1
W2
W3
W4
W5
W6
W7
W8
Weeks 1–2
Support
On the support roster. Pager-on. Runbooks, customer calls, tickets, incident command.
Weeks 3–8
Platform engineering
Shipping features, fixing the root causes surfaced in the last rotation, writing the next runbook.
In your channel
Drop our SREs into your Slack or Teams. No portal hops, no ticket numbers in subject lines — same place your team already coordinates.
- Slack Connect / Microsoft Teams shared channels
- Conversations linked to ticket history automatically
- Or stick with email and the customer console — your call
Onshore, screened, identifiable
All operational support is delivered by Australian-citizen engineers based in Australia. Every staff member completes AS4811-aligned employment screening before touching production.
- AS4811 personnel screening for all production access
- Australian-citizen workforce. No offshore Tier 1.
- HCF-certified workforce controls
Hypercare
Customers operating in Japan get Tier-1 support in Japanese, by Japan-resident engineers. Tier-2 and Tier-3 escalations route to the Australian SRE pool with full handover context.
- Tokyo-region customer console + status page in Japanese
- Local-hours coverage in JST
- Same SLA — same escalation path
Status page
When something's wrong, you'll hear it from us.
Customer-impacting incidents are posted to ironstar-status.com with regular updates until the issue is resolved. Subscribe by email, RSS, or webhook to route notices straight into the channel your team already watches.
ironstar-status.com
All systems operational
- Customer console Operational
- Production fleet — AU Operational
- Production fleet — JP Operational
- Build & deploy pipeline Operational
- Edge & CDN Operational
Not every site needs a 4-hour P1 ceiling.
We offer multiple support tiers so coverage matches what the site is actually for. A pre-launch staging environment doesn't need 24×7 pager-on engineers; a national-broadcaster launch night does. Talk to us about traffic patterns, business hours, and budget — we'll shape a plan around the answer.
Most production sites
Standard
Business-hours support with after-hours pager for P1. Fits established sites with predictable traffic and modest change cadence.
- Business-hours coverage
- 24×7 pager for P1 only
- Quarterly platform review
Most popular
High-traffic, brand-critical
Always-On
Round-the-clock SRE coverage with 4-hour P1 resolution and a named TAM. Our most popular tier for media, government and national retailers.
- 24×7×365 SRE on rotation
- 4-hour P1 resolution SLA
- Named TAM + monthly reviews
Launches, broadcasts, peak events
Mission-Critical
Dedicated standby SREs for known-peak windows: live broadcasts, product launches, end-of-financial-year traffic. Activated alongside Standard or Always-On.
- Dedicated standby engineers
- Pre-event load tests + dry runs
- Sub-hour P1 target during window
What people ask before signing.
Don't see yours? Email support@ironstar.io — a real engineer will reply, usually inside the hour.
Let's start a conversation.
Tell us what you're running, where it hurts, and where you'd like to be. We'll listen, ask good questions, and tell you honestly whether we're the right fit.