How we work, written down before you ask.

Access to your accounts.

• We never ask for passwords, root credentials or long-lived access keys. You create roles for us; you can delete them at any time.
• Reviews use read-only roles. Plans use roles scoped to the work, and production write access is only granted when you agree a change needs it.
• Every engineer who touches your account is named to you in advance. Nobody else gets access.
• On the last day of an engagement, we remove our own access and send you the list of what we removed.

How changes reach production.

Through your repositories, as pull requests your team can read. Infrastructure changes come with a Terraform plan showing exactly what will change. Emergencies are the only exception, and every emergency change is written up the same day and turned into code afterwards.

When we answer.

Support hours overlap with the UK working day and the US East Coast morning. Response times depend on the plan, and they're written in the contract, not just on the website. Out-of-hours on-call is an add-on we agree separately, once we've reduced the noise in your alerts.

We talk in a shared Slack or Teams channel. For anything that matters, we follow up in writing.

How we hand over.

Everything we build is yours from the day it's merged: code, Terraform, documentation, runbooks. When you leave, or hire your own engineer, we do a handover month: shared on-call, a walkthrough of each repository, and a written list of anything unfinished and what we'd do next. Nothing of ours stays behind that you'd need to pay for.