SaaS — Fewer incidents, 2.3× release frequency

Client: B2B SaaS platform

Context: Multi-tenant product, heavy integrations

Situation

As the product grew, release speed flatlined and incidents spiked. Engineers bounced between feature work and break-fix.

What we did

• Platform backlog tied to outcomes (reliability, lead time), not vague “infrastructure.”
• Paved-road CI/CD: golden pipelines, test templates, preview environments.
• SLOs & error budgets that influenced prioritization.
• Guardrails for AI in SDLC: code suggestions + policy checks inside PRs.
• Post-incident learning with small, specific fixes each week.

Results in 12 weeks

• 2.3× release frequency; MTTR down notably.
• Fewer “surprise” outages; rollout issues caught earlier in previews.
• Engineers spent more time on product work, less on firefighting.

Why it worked

Clarity on platform outcomes and one paved way of working reduced variation and rework.