What it is
Many support arrangements promise to “do our best”. A contractual SLA replaces that with commitments you can hold us to. For each critical system we agree in writing on response times, recovery times, availability targets, escalation paths and support hours, together with the financial and legal consequences if we fall short. The agreement is built around your business priorities, not a generic price list.
What you get
- Binding commitments: response and recovery times are part of the contract and backed by financial and legal accountability.
- Clear priorities: incidents are classified by business impact, so the most critical issues are always handled first.
- Defined escalation: you know who handles an incident, when it is escalated and who you can call.
- Transparent reporting: regular reports show incidents, response and recovery times and SLA performance.
How we work
- Business impact review: we identify your critical systems and what an outage of each one means for your operations.
- Agreement design: we propose service levels, response and recovery times, support hours and escalation rules for each system.
- Technical readiness: we connect monitoring, document the environment and prepare procedures so we can meet the commitments.
- Service and review: we deliver support under the agreed terms, report on performance and review the SLA with you regularly.