Question 1

What does DevOps Support include?

Accepted Answer

DevOps Support gives your team access to senior DevOps expertise for agreed CI/CD, cloud, Kubernetes, infrastructure as code, release, environment, and secure delivery issues. Your team keeps platform ownership. StackTrack provides expert backup, escalation support, and practical help within the agreed support scope.

Question 2

How is DevOps Support different from DevOps as a Service?

Accepted Answer

DevOps Support is for teams that keep ownership internally but need senior help when delivery gets stuck. DevOps as a Service is a deeper operating model where StackTrack runs a recurring DevOps backlog around your team. If support demand shows that your team needs more than expert backup, we can discuss whether DevOps as a Service is a better fit.

Question 3

How is DevOps Support different from a managed service?

Accepted Answer

DevOps Support does not mean StackTrack takes full responsibility for operating your platform by default. A managed service involves deeper ownership of a platform or service. DevOps Support provides senior backup, advice, troubleshooting, and agreed support activity while your team remains accountable for the environment.

Question 4

What happens on a support fit call?

Accepted Answer

The support fit call helps us understand the issue, your current setup, urgency, support expectations, access constraints, and whether StackTrack is the right fit. The aim is to decide whether you need DevOps Support, focused stabilisation, professional services, or a more managed operating model.

Question 5

Can you help with urgent issues?

Accepted Answer

We can help with urgent issues where scope, access, availability, and response expectations are agreed. DevOps Support should not be treated as emergency incident response unless that coverage has been agreed in advance. If the issue is immediate or high-risk, we will clarify what is possible before committing to a response.

Question 6

Do you support our existing tools?

Accepted Answer

Usually, yes — if they fall within the platforms and tooling we commonly work across. We support common DevOps environments including CI/CD systems, Kubernetes, Terraform, cloud platforms, GitOps workflows, observability tools, and release systems. Tooling fit, access, and support boundaries are confirmed during the support fit call or onboarding.

Question 7

Do you only fix issues, or do you address root causes?

Accepted Answer

Support starts by helping your team move again. Where repeat issues expose a deeper cause, we will identify the pattern and recommend the right next step. Some fixes may fit within support; larger remediation, upgrades, or redesign work may need a focused stabilisation sprint or professional services engagement.

Question 8

What support options are available?

Accepted Answer

Support can be shaped around business-hours cover, enhanced support for delivery-critical systems, or focused stabilisation before ongoing support starts. The right option depends on urgency, risk, response expectations, and how much ownership your internal team wants to keep.

Question 9

How do you handle access and security?

Accepted Answer

We use least-privilege access, clear boundaries, and auditable change practices. Support work should not depend on broad access, undocumented changes, or insecure shortcuts. Where access or security constraints affect support, we make that explicit before work begins.

Question 10

What if support reveals a bigger ownership problem?

Accepted Answer

That can happen. If the volume or type of support requests shows that your team needs more than expert backup, we will say so. The next step may be focused professional services work, DevOps as a Service, or a managed platform model — but support should not quietly become full ownership without that decision being made.

DevOps support for teams that need expert backup

What it is

Trusted by teams shipping globally

How the service works

Start with a support fit call

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