SLA Tiers
Choose Your Support Level
Three tiers with escalating response times, uptime guarantees, and development hours. Every metric is measurable and contractually bound.
Standard
EssentialReliable baseline support for production applications with predictable response times and uptime guarantees.
Priority
RecommendedEnhanced support for business-critical applications where downtime has direct revenue impact.
Enterprise
MaximumMaximum support tier for mission-critical platforms where every minute of downtime costs money.
What is Included
Comprehensive Coverage
Every support plan includes the full spectrum of operational services. No hidden fees, no surprise charges.
Monitoring & Alerting
Real-time application monitoring, server health checks, error tracking, and automated alerting. We detect issues before your users do.
Bug Fixes
Rapid diagnosis and resolution of production bugs. Root cause analysis for every incident to prevent recurrence. Hotfix deployment within SLA windows.
Performance Optimization
Continuous performance profiling, database query optimization, caching strategy improvements, and load time reduction. We measure, optimize, and verify.
Security Patches
Dependency vulnerability scanning, security patch application, and compliance updates. Critical vulnerabilities are patched within 24 hours of disclosure.
Feature Enhancements
Allocated monthly development hours for new features, UI improvements, and workflow enhancements. Prioritized by business impact with your input.
Infrastructure Management
Server provisioning, scaling, backup management, SSL certificate renewals, and cloud resource optimization. We keep your infrastructure healthy and cost-efficient.
KPI Dashboard
Metrics We Track
Every engagement comes with a live KPI dashboard. You see the same numbers we see. Full transparency, always.
Uptime %
Percentage of time the application is available and responsive. Measured every 60 seconds from multiple geographic locations.
Target varies by SLA tierResponse Time
Time from incident report to first meaningful response from our engineering team. Clock starts when the ticket is created.
30 min to 8 hours by tierResolution Time
Time from incident report to verified resolution in production. We track mean time to resolve (MTTR) and continuously work to reduce it.
4 hours to 48 hours by tierDeployment Frequency
How often we deploy updates to production. Higher frequency means smaller, safer releases and faster feature delivery.
Weekly to dailyIncident Response
How We Handle Incidents
A repeatable, documented process for every incident. No scrambling, no guesswork.
Detect
Automated monitoring detects the issue via health checks, error rate spikes, or performance degradation. An alert is fired and the on-call engineer is notified immediately.
Triage
The on-call engineer assesses severity, impact scope, and affected systems within minutes. The incident is classified (P1-P4) and the appropriate response team is mobilized.
Resolve
The team diagnoses root cause, implements a fix, and deploys to production. For critical incidents, a hotfix is deployed first, followed by a thorough permanent fix.
Review
Post-incident review documents what happened, why it happened, and what we are changing to prevent recurrence. This is shared with you and feeds into our continuous improvement process.
Common Questions
What You Should Know
Can you take over support for a system you did not build?
Yes. We start with a comprehensive code audit and infrastructure review. We document the current state, identify risks, and create a remediation plan. The onboarding period is typically 2 to 4 weeks depending on system complexity.
How do you handle after-hours emergencies?
Priority and Enterprise tiers include extended and 24/7 support respectively. Our on-call engineers respond within the SLA window regardless of when the incident occurs. Escalation procedures are documented and tested quarterly.
What if we need to scale up support temporarily?
SLA tiers can be upgraded on a month-to-month basis. If you have a product launch, seasonal peak, or migration window, we can temporarily increase coverage and development hours to match the demand.
How do feature enhancement hours work?
Each tier includes allocated development hours per month for new features and improvements. You maintain a prioritized backlog and we work through items based on your business priorities. Unused hours do not roll over, keeping the engagement predictable for both sides.