You don't have to go full on enterprise solution, but you could split your services into priorities of 1,2,3 etc depending how critical it is to the customers.

You don't have to go full on enterprise solution, but you could split your services into priorities of 1,2,3 etc depending how critical it is to the customers. Then say if its 1 (the highest priorty), have a process of involving A,B,C people (at the same time or escalating). Priority 1 takes full focus 24/7. Priority 2 takes office hours only, etc. We use pager-duty atm, but not sure about its pricing model. It works ok. Make people take turns on days/weeks so noone is burnt out and provide easy escalating with approachable people so noone is stressed about contacting someone else at night or over the weekend. Don't forget to pay people (or provide early log off/time in-lieu) for those who spend their time fixing/looking at issues. edit: document you processes, keep updating, nothing worse than waking up at 3 am and having no clue who to contact or what to do )) edit: update previous incidents/post-mortems