24/7 Technical Support Services

For businesses whose operations depend on their technology, an e-commerce store that processes orders overnight, a hospitality platform serving guests across time zones, an operational system used by field teams at unusual hours, downtime at any hour is a business problem. A 6-hour outage at 3 AM is just as costly as one at 3 PM.

QivaLabs' 24/7 Technical Support service provides round-the-clock coverage for your critical systems. It's built on three components: always-on automated monitoring, a defined incident response procedure, and access to QivaLabs engineers outside of business hours.

Automated monitoring watches your systems continuously: uptime monitoring with multi-location ping tests, application health checks, error rate monitoring from application logs, database connectivity and query time monitoring, SSL certificate expiry alerts, and infrastructure metrics. When a metric exceeds defined thresholds, an alert is triggered and the on-call engineer is notified immediately.

The incident response procedure defines how incidents are classified (P1/P2/P3 by business impact), what the target response and resolution times are for each severity level, and what the escalation chain looks like. Every incident generates a post-incident report documenting root cause, resolution, and preventive measures.

Outside business hours access is provided via dedicated support channels (WhatsApp or phone) monitored by on-call engineers. Response times are governed by the SLA agreed in your support contract.

24/7 support is available as a standalone service for systems QivaLabs has built, and in some cases for systems built by other vendors that we have thoroughly familiarised ourselves with.