SLA & response
Guaranteed times — response commitments written into your contract, so you know who responds, how quickly and how it is reported.
- < 4 hSLA response
- 24/7monitoring and support
- 99.9%availability target
Clear commitments instead of “we will take a look”
When a system goes down, the last thing you need is to hunt for someone to call and wonder when you will get an answer. Without clearly agreed commitments, every incident starts with uncertainty.
An SLA sets out what we support, how the priority of each problem is set, how quickly we respond and how we escalate. The terms are agreed with each client based on their systems and needs, and we then report against them regularly and transparently.
What your business gains
Predictability: you know what to expect with every problem, and you can check it.
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Fast response
Response within the agreed time, according to clearly defined priorities.
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Written commitments
Scope, priorities and times are set out in the contract, not promised verbally.
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Predictability
You know who is responsible, how to raise a request and what happens next.
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Tailored terms
The SLA is agreed around your systems and needs, and revised when they change.
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One team all the way
The same team that knows your systems responds when there is an incident.
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Transparent reporting
Regular reports on requests, incidents and how the agreed times were met.
From the first call to a working SLA
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Analysis
We review your systems, how critical they are to the business and how they are supported today.
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Proposal
Scope, priorities, response times and the escalation path.
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Agreement
We write the terms into the SLA and set up monitoring and request channels.
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Support
Response under SLA, 24/7 monitoring and regular reports.
Frequently asked questions
Cannot find an answer? Write to us — we reply within the business day.
What does “< 4 h” SLA response mean?
It is the time within which we respond to a request under SLA. The specific times and priorities are agreed in your SLA based on how critical your systems are.
How is the price formed?
It depends on scope — which systems we support, with which priorities and response times. After the analysis you get a concrete SLA proposal.
What happens if the problem is serious?
Serious incidents get the highest priority and are escalated along the agreed path. After recovery you get a review of the root cause and the measures that prevent it.
Can you take over systems built by another team?
Yes. Before taking systems over for support under SLA, we review them so we know what we are supporting and where the risks are.
Ready for us to take on your IT?
Describe the project or the challenge in a few lines — we come back with concrete steps, not a generic quote.
