A Clear, Hand‑Held Path from Account Setup to Measured Outcomes
We combine deliberate onboarding, continuous communication, and prioritized remediation to deliver measurable performance gains. Every engagement begins with account setup, end‑to‑end telemetry capture, and a named engineer who coordinates ticket lifecycle and ongoing progress updates.
Account & Access Setup
We provision least-privilege connectors, secure upload channels for dumps and QueryStore, and validate telemetry pipelines before diagnostics begin.
- Named Engineer: Single point of contact from kickoff through close.
- Secure Intake: Encrypted upload, ephemeral credentials, and scoped monitoring viewers.
- Compliance Checklist: On-site or remote agreements, NDA and data handling policies.
Ticketing, Updates & Hand‑Holding
Structured ticket tracking with clear SLA tiers, status updates, and the expectation of direct engineer response windows. We take responsibility for progress and communicate in business terms.
- Priority Tiers: Critical, High, Normal — each with response and escalation guidelines.
- Weekly Business Summaries: Non-technical summaries for stakeholders, and technical runbooks for engineers.
- Transparent Ticket Feed: Shared ticket view, activity log, and next-step owner.
Investigation, AI Signals & Roadmaps
We combine manual deep-dive diagnostics with AI-assisted pattern matching from prior projects to accelerate root-cause discovery and produce prioritized remediation roadmaps.
- Pattern Matching: Automated analysis of wait/stall signatures against our library of resolved incidents.
- Primary / Secondary Hypotheses: Shortlists of likely causes with estimated execution complexity.
- Actionable Runbooks: Step-by-step mitigations and measurable success criteria.
Engagement Flow
- Rapid Intake (0–4 hours): Secure connection, named engineer assigned, and telemetry baseline captured.
- Diagnostic Window (4–48 hours): Hybrid AI + manual analysis with prioritized hypotheses and mitigation options.
- Remediation Phase: Agreed changes staged with rollback plans and success metrics.
- Continuity & Monitoring: Post-remediation tracking and a 30/60/90 day optimization check‑in.
Features & Quick Links
Helpful tools and monitoring we use during engagements — share these links with stakeholders.