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24/7 Technical Support (L1/L2/L3) for High‑Stakes Web Platforms

Keep your mission‑critical web platforms online, secure and fast around the clock. Stralya’s 24/7 L1/L2/L3 support combines real‑time monitoring, rigorous processes and senior engineers to protect your digital assets in Dubai and across the GCC.
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Service scope

What Is Included in Our 24/7 Technical Support (L1/L2/L3)?

Our 24/7 Technical Support is designed as a comprehensive safety net for your cloud‑native web platforms. From user‑facing incidents to deep infrastructure issues, we provide a single, accountable partner that understands your architecture and your business priorities.

Core components of the service

Optional add‑ons for higher assurance

Every support engagement is scoped and priced transparently, in line with Stralya’s fixed‑price philosophy. We refuse poorly defined arrangements that put your platform at risk. Instead, we invest time upfront to understand your architecture, your risk appetite and your operational constraints, then design a support model that you can trust.

Designed for Dubai’s Most Demanding Digital Teams

Enterprises and corporate groups
Give your internal IT and digital teams a reliable partner that owns day‑to‑day stability, while they focus on strategy and transformation initiatives.
Startups and scale‑ups with ambitious growth targets
Secure your core platform with enterprise‑grade support from day one, avoiding the operational chaos that often comes with rapid scaling.
Governmental and semi‑governmental entities
Ensure that public‑facing portals, e‑services and internal dashboards remain available, secure and compliant with high expectations from citizens and leadership.
Organisations with complex vendor landscapes
Simplify your operations by assigning Stralya as the central technical owner for your web platforms, coordinating with other providers on your behalf.

How our 24/7 support works

A Structured L1/L2/L3 Support Model Built for Critical Web Platforms

Our support model is designed for organisations that expect more than a basic helpdesk. We combine clear processes, senior engineers and cloud‑native tooling to keep your platform stable, predictable and auditable. Every incident, change and release is handled with the same rigor we apply to new development projects.

We start with a structured technical assessment of your current web platform: architecture, codebase, environments, monitoring, security and deployment processes. We identify risks, single points of failure and quick wins. Based on this, we define the exact scope of our support, your SLAs and escalation paths.
We configure a support framework aligned with your business impact levels: incident categories, priority matrix, communication channels, maintenance windows and approval workflows. We also agree on reporting formats for management (weekly or monthly dashboards, SLA reports, RCA templates).
We set up or refine monitoring for uptime, performance, error rates and security signals using tools compatible with your stack (APM, logs, metrics, synthetic checks). Alerts are routed to the right L1/L2/L3 teams with clear thresholds, so we act before users feel the impact whenever possible.
When an incident occurs, L1 provides immediate acknowledgement, initial diagnosis and user communication. L2 and L3 step in for deeper technical analysis and fixes. We take ownership of coordination with your hosting, security or third‑party vendors and keep your stakeholders informed until closure.
For significant incidents, we deliver a written root‑cause analysis with actionable recommendations. We then plan and execute structural improvements: refactoring, configuration changes, capacity adjustments or process updates to reduce the likelihood of recurrence.
Beyond day‑to‑day operations, we help you plan the evolution of your platform: performance optimisation, security hardening, new features and cloud cost optimisation. Our support team works closely with your leadership and product teams as a long‑term technical partner.

Popular Questions

Find Commonly Asked Questions

L1 is your first line of contact: basic checks, ticket triage, user communication and simple fixes. L2 handles deeper technical issues at the application and infrastructure level: logs analysis, configuration, database queries, API integrations. L3 is senior engineering and architecture support for complex bugs, performance bottlenecks, security issues and structural improvements. All three layers work together under a single Stralya support framework, so you do not have to manage multiple vendors.
Yes. A large part of our work in Dubai involves “rescuing” or stabilising platforms built by other providers. During onboarding, we audit the codebase, infrastructure and documentation. If the situation is too risky or unclear, we will tell you honestly and propose a phased stabilisation plan before full 24/7 coverage starts.
Yes. We define SLAs with you based on business criticality and working practices: response times, resolution targets and escalation rules for each incident priority. These SLAs are documented in your support agreement and tracked in our regular reports, so you have measurable, contractual visibility on our performance.
Absolutely. Many fast‑growing startups and scale‑ups run revenue‑critical web platforms but do not yet have a full internal operations team. Our service gives you senior‑level reliability and processes without the cost and delay of building everything in‑house. We adapt the scope and SLAs to your stage and budget while keeping enterprise‑grade standards.
We specialise in cloud‑native web platforms on AWS, Azure and GCP, covering modern frontend frameworks, backend APIs, databases, message queues and CI/CD pipelines. During onboarding, we confirm the exact technologies in your stack and ensure we have the right senior profiles assigned before signing a fixed‑price or retainer agreement.
Yes. Stralya is first and foremost a cloud‑native web development company. Many of our clients combine 24/7 support with fixed‑price projects for new features, redesigns or performance work. This creates a seamless loop between operations and development, with one accountable partner owning both stability and evolution.

Case Studies

Real solutions Real impact.

These aren’t just polished visuals they’re real projects solving real problems. Each case study 
apply strategy, design, and development.

View Work

Building a Monolithic Headless CMS with Next.js

A monolithic headless CMS, engineered with React and Next.js App Router to ship high-performance websites and product frontends fast, with clean content operations for non-technical teams.

6

weeks from first commit to production-ready CMS core.

3x

faster time-to-market for new marketing and product pages.

View Project Details
View Work

Mandarin Platform Project Takeover and Recovery

Taking over a third-party Mandarin e-learning platform to secure, stabilise and structure critical cloud-native components for long-term growth.

6

weeks to stabilise and secure the core platform after takeover.

0

critical incidents in production after Stralya’s recovery phase.

View Project Details

Client Testimonials

Projects delivered for ambitious teams

Professional, fast, and ultra-responsive. A company with a top-notch mindset.

Omar Ouhmad

CEO, Growth Hackerz

A company with a true entrepreneurial spirit: fast, professional, and above all, responsive.

Laurent Phillipe

CEO, MandarinMaster

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