MANAGED SUPPORT

Build the support layer you actually need.

Dedicated or shared resources, documented operations, measurable handoffs and coverage aligned to your SOW.

India remote

L1 Support

$10/hour

Reference rate for scope-defined L1 work delivered remotely from India.

Health checks and dashboards
Alert acknowledgement and triage
Standard SOP/runbook execution
Ticket updates and handover
Escalation to L2/L3 by matrix

Request L1 resource

India remote

L2 Support

$18/hour

Reference rate for deeper operational troubleshooting and standard remediation.

Linux / Windows operations
Incident troubleshooting
Patch and automation execution
Problem analysis and documentation
Platform BAU under approved SOPs

Request L2 resource

Scoped SOW

L3 / Platform

Consult

Senior engineering, architecture, migrations and specialized platform support.

Linux / Windows senior engineering
Database operations, scope-defined
JFrog, GitHub, SonarQube, Ansible
Cloud / Kubernetes / SRE
Automation and root-cause engineering

Talk to an architect

US / regional

US & On-site

Regional

US-based or on-site coverage is priced based on region, skill, schedule and engagement model.

US-hour coverage
On-site / hybrid options
Dedicated engineering resources
Project or operations staffing
Region-specific commercial terms

Request US resource

Commercial note: $10/hour L1 and $18/hour L2 are GraceITS reference rates for eligible remote India support scopes. Final rates depend on minimum commitment, working hours, skills, security requirements, SLA and SOW. Customer cloud consumption, hardware, software subscriptions, licenses and other third-party charges are not included unless the SOW explicitly says they are.

HOW THE MODEL WORKS

Your process. Our resource. One accountable operating model.

Scope the work

Define platforms, task catalog, SLA, escalation, access and support window.

Provide or build SOPs

You provide existing SOPs/runbooks, or we jointly document approved day-to-day procedures during transition.

Knowledge transfer

Shadow, reverse-shadow, validation and signoff before resources own production BAU.

Operate by SOW

Dedicated resources work the agreed US, European or other coverage window from the approved delivery location.

Escalate cleanly

L1 → L2 → L3 paths, incident priority definitions and vendor/escalation contacts are documented.

Report & improve

Tickets, SLA, recurring issues, automation candidates, risk and capacity are reviewed on the agreed cadence.

SUPPORTED OPERATING AREAS