Uptime & Monitoring
Proactive monitoring of applications, databases, APIs, cloud infrastructure, and microservices. We detect and resolve issues before your users encounter them.
IT Support & Maintenance
Nearshore software maintenance and IT support that never sleeps
Your go-to partner for high-quality outsourced solutions.
Your platform earns revenue every hour it is online. Cafeto's support teams provide 24/7 monitoring, proactive incident management, and SLA-backed maintenance — so downtime stays a number your users never see.
Support Services
Support Services
Incident Management
When something breaks, our support engineers identify the problem, analyze root causes, and restore service — with full lifecycle tracking through your ticketing system.
Change Management
Controlled deployment of configuration changes, data loads, certificate updates, and hotfixes — minimizing service interruptions caused by planned changes.
Service Request Management
User provisioning, permission management, report generation, and routine operational tasks — handled efficiently and on time by your dedicated support team.
Bug Fixes & Patches
Fast resolution of defects in production. We integrate with your codebase and deployment pipeline to deliver fixes with minimal disruption.
Support Staff Augmentation
Build your own support team with Cafeto-placed specialists: Cloud Operations Engineers, Product Support Engineers, SREs, System Administrators, and DevOps Engineers.
Case Studies
Real partnerships. Measurable results.
Scaled operations team while maintaining 99.96% platform availability
Integrated a skilled support team that improved incident response times, increased SLA compliance, and elevated end-client satisfaction for a leading pricing platform.
Outcome
99.96% uptime
24/7/365 global support with 99% first-response compliance
Scaled support capacity for a global virtual events platform. Achieved 99% first-response compliance and 97.2% user satisfaction — even during high-pressure live events.
Outcome
97.2% CSAT
ITIL-based support model for a complex multi-site digital ecosystem
Established a formal Support and Operations model, implemented data tracking improvements, and managed a full WordPress migration while maintaining SEO and monetization stability.
Outcome
ITIL framework
What Clients Say
Voices from the partnership
"We began working with Cafeto because we needed the ability to scale our services team with talented people that could help us deliver solutions to our customers."
— Travis Sydow — Senior Manager, Professional Services at PROS
"They are responsive, organized, and have great communication. Their flexibility in resourcing and talent allows us to maintain momentum among shifting needs."
— Colin Mutter — Vice President of Engineering at Red Ventures
FAQ
Common questions — answered
What SLA response times can you commit to?
SLAs are defined per engagement based on your requirements. Common configurations include: P1 incidents — 15-minute response; P2 — 1 hour; P3 — 4 hours. Custom SLA structures are available.
What tools do your support engineers use?
We work within your existing tooling — Jira, ServiceNow, Zendesk, PagerDuty, Datadog, Grafana, Splunk, and others. We do not require you to adopt new platforms.
Can a support team also handle minor development tasks?
Yes. Many of our support engagements include engineers who handle bug fixes, minor feature additions, and configuration changes alongside reactive support work. This is common for companies maintaining mature platforms.
Ready to build a support model that actually protects your uptime?
Talk to a Support Expert