Pillars Partnership Roadmap
Once you submit a request, the Pillars team reaches out to schedule a call. We discuss your current infrastructure stack, team size, and pain points such as incidents, on-call burnout, or scaling challenges, along with what you're looking to get out of the partnership.
This is an exploratory conversation. The goal is to understand whether Pillars is the right fit for you, and whether you're the right fit for us, before moving to any paid steps.
- A brief overview of your stack: cloud provider, orchestration, key services
- How many people currently own infrastructure and production on your side
- 1–2 examples of recent incidents or situations that led you to look for a solution like this
- What you expect from the partnership, and what success looks like for you
If both sides are ready to move forward after the discovery call, you sign a single service agreement that covers confidentiality, liability, and the terms of any future work. Everything specific is handled through appendices attached to it, starting with Appendix 1.
Appendix 1: Infrastructure Audit. Signed alongside the agreement, it sets a one-time $1,000 payment and defines the access you grant to your infrastructure. Access is granted at this point, because both the audit and the setup work that comes with it require it.
First, an expert assessment of your infrastructure from a team that works with similar systems every day. We identify weak points, reliability bottlenecks, and risks you may not have been aware of.
Second, a price based on what you actually run. The audit gives us a clear picture of the real scale, complexity, and specifics of your infrastructure. You don't pay for what you don't have, and you get a service precisely matched to your needs.
Third, the setup work itself, not just the assessment. Alongside the audit we prepare your infrastructure for monitoring, install the necessary tools, and connect them to your system.
- Assign one technical person on your side who will be available to answer questions during the audit
- Check what your security policy requires for granting third-party access
Based on the audit findings, Pillars prepares Appendix 2: what will be covered (monitoring, incident response, which systems), the final monthly retainer cost, and the service level terms that apply to it.
The final price is a direct result of what the audit revealed. If additional complexity is identified, it is explained and justified with specific data from the audit.
Pillars gets acquainted with your team, internal processes, and existing tools. We don't just connect technically. We learn your business: your priorities, which systems are most critical, and what makes your product unique.
- Assign a point of contact (or a few) who will be involved in the onboarding process on your side
- Prepare a list of tools the Pillars team will need access to
- If you have product or architecture documentation, sharing it speeds up how quickly we understand your system
- Think through which systems are most business-critical, so Pillars can prioritize from day one
Pillars takes over full 24/7 on-call coverage. Incidents are handled according to the service levels defined in Appendix 2.
From this point your engineers are no longer the first line of response. Alerts route to Pillars, and your team is brought in only in the scenarios agreed during integration.
- Inform your internal team about the handover, and in what scenarios your own engineers still need to be looped in
Pillars continuously monitors your production systems, responds to issues, and analyzes operational patterns over time. Each month, you receive infrastructure health reports, post-incident reviews, and proactive recommendations to strengthen reliability and resilience.
Ready to start? Book a free call with the Pillars team.
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