Sembi
L3 engineering support that kept a US SaaS platform stable for eighteen months — every SLA met, no escalations.
When your customers depend on the platform, support cannot be a black box.
Sembi is a US-based SaaS company whose platform is used by enterprise customers for critical business workflows. As the customer base grew, the engineering team found itself split between roadmap delivery and production support. Escalations were becoming more frequent, and the internal team was losing deep-focus time to incident response.
Sembi
US-based SaaS company serving enterprise customers with business-critical workflows.
SaaS · USA
Enterprise software with high availability expectations and US-based customers.
L3 engineering support
Incident response, root-cause analysis, escalation ownership, and platform stability across an 18-month engagement.
Roadmap work was losing to reactive firefighting.
Sembi's engineering team was capable, but it was small. Every customer-facing incident pulled senior engineers away from feature work. The support queue was growing, and the team was starting to miss its own internal deadlines because the same people were needed both to build and to respond.
The support function itself was also inconsistent. Tickets were triaged ad-hoc, root-cause analysis was often deferred, and knowledge about recurring issues lived in the heads of individual engineers. Customers were not always getting the same quality of response, and the engineering leadership had limited visibility into whether incidents were actually being fixed or just closed.
Sembi needed a partner who could take ownership of L3 support without adding management overhead. The partner had to understand the codebase, communicate clearly with US stakeholders, and treat SLA commitments seriously.
A senior L3 support team that owned the queue end-to-end.
DevForces placed a senior L3 support engineer on Sembi's platform, supported by a back-up engineer and a DevForces engineering lead for escalation. The engineer joined Sembi's support tooling, followed its ticketing and incident processes, and became the primary owner of L3 tickets.
We introduced a structured incident lifecycle: triage, root-cause analysis, fix or workaround, customer communication, and post-incident documentation. Every ticket was categorised by component and symptom so Sembi could see patterns over time. Recurring issues were flagged for permanent fixes rather than repeated workarounds.
Communication was handled in Sembi's time zone. The DevForces team provided status updates on active tickets, joined war rooms when needed, and wrote post-incident summaries that could be shared directly with Sembi's customers. The internal product team could focus on roadmap because it trusted that production issues were being handled.
We also built runbooks for common failure modes and trained Sembi's internal team on them. When the engagement ended, Sembi had a documented support capability that outlasted the DevForces team's involvement.
The handover was deliberate. We documented every recurring issue, every workaround, and every undocumented dependency we discovered. Sembi's internal engineers took over the L3 queue with confidence, and the customers who depended on the platform saw no drop in response quality.
The partnership also changed how Sembi thought about support. Instead of treating it as a cost to minimise, the company began investing in repeatable processes, runbooks, and proactive monitoring. DevForces helped establish the operational foundation that made this shift possible.
“The internal product team could focus on roadmap because it trusted that production issues were being handled.”
DevForces L3 support team
Stable platform, stable team.
Response and resolution commitments honoured
Across the full 18-month engagement, every ticket was handled within the agreed SLA window.
No incidents required Sembi's internal team to step in
The DevForces team owned issues through resolution, protecting the internal team's focus.
Long-term stability partnership
The engagement ran for a year and a half, giving Sembi predictable support capacity and reduced churn.