Production
Support
Production support for trading platforms, exchanges, prediction markets, and other systems. Receive instant, 24/7 response targets for critical incidents. Month to month, cancel anytime.
Modulus solves the 3AM problem
Matching engines and trading algorithms for global markets work 24/7. Markets move at midnight, liquidations cascade on Sundays, and your infrastructure provider chooses a holiday to crash and burn. Murphy's Law. When it happens, “we'll look at it Monday” is unacceptable.
Production is where code meets reality. When a system fails under live load, the team that developed the code might not be available. That is exactly what the Modulus Production Support Plan is designed for. Since 1997, our engineers have supported mission-critical trading systems in live production around the clock.
Response times
You get 24/7 access to a world class engineering team that answers when you need help. A team that acknowledges your incident and begins triage within the target for your plan and severity:
| Severity | 24/7 Plan | Business Hours Plan |
|---|---|---|
| P1: production down, no workaround | Instant support, around the clock | Instant support, business days |
| P2: materially degraded, workaround exists | 1 hour | 2 business hours |
| P3: everything else | 3 hours | 6 business hours |
A real diagnosis
Investigation, root cause analysis where the cause can be determined, mitigation and workaround guidance, and a written summary of findings and recommendations after every incident. Not a ticket number. Answers.
Fixes that jump the queue
When the fix requires changing code or configuration, that's development work, and it's handled as a Priority Work Unit: it goes to the front of our queue and starts immediately, at the priority rate shown at checkout, for $399.
How it works
Open an incident
Open an incident through your support channel or phone number and describe the problem.
Modulus responds
An engineer begins working within your plan's target and starts the troubleshooting process.
You get a diagnosis
Detailed notes on what caused the problem, how it happened, and your options to resolve it.
Fix it
You fix it with our guidance, or hand the change to us as a Priority Work Unit that starts right away.
Production Support is an advisory production troubleshooting service by Modulus engineers who build and understand fintech. We diagnose, find root causes, and tell you exactly what must be done to solve your problem.
This is not managed hosting, monitoring, or system operation. Your systems stay in your hands. Your credentials stay yours: where access is needed, it's least-privileged, named, and revocable, and you execute the changes or expressly authorize each one.
Pricing
24/7 Production Support
$5,000/month
Around-the-clock coverage. Instant P1 response target 24/7 including holidays. Priority Work Units discounted to $399. Month to month, cancel anytime.
Business Hours Support
$2,500/month
Coverage on business days. Instant response target during business hours. Priority Work Unit access discounted to $399. Month to month, cancel anytime.
FAQs
If something matters to your decision that isn't here, just ask us.
Diagnosis, root cause, and remediation guidance are included in your plan. If the fix requires changing code or configuration, that's development work, handled as a Priority Work Unit that starts immediately and jumps every queue. Support finds the answer; a Priority Work Unit ships the fix.
Your production system is fully unavailable or materially inoperable with no reasonable workaround. If your exchange can't match, your platform can't trade, or your users can't transact, that's a P1.
No. We prefer read-only access and screen-shares driven by your team. Where credentials are genuinely needed, you issue us our own named, least-privileged, revocable access through a secure channel, never through email, and you can pull it at any time.
Often, yes. Tell us what we're troubleshooting and we'll give you a definitive answer before you subscribe.
We identify it and advise you on mitigation and on what to take to that vendor. We can't control third-party systems, but we can usually troubleshoot the problem.
Because unknown problems don't come with known fix times, and we'd rather be the vendor who tells you that up front. Our response targets are real. Promising resolution times for unknown problems would be dishonest.
No. Month to month, billed monthly, cancel effective at the end of any month.
Solve the 3AM problem.
Put Modulus engineers on call for your production systems.
Month to month, cancel anytime.