Technical support
SLA support: one team accountable for all your systems
Website, app, integrations and servers — with one team that knows how it all fits together. We respond to incidents within agreed times, make changes within an hourly allowance and keep everything up to date.
What's included
Response times in the contract
A critical outage, a regular bug, a wish — each has its own response and resolution time, written into the SLA.
Hours for changes
A monthly allowance for small tasks: a new field, a report, a logic tweak — without a separate sign-off for each.
Monitoring and prevention
We watch errors and load before a user writes in. Dependencies are updated and vulnerabilities closed.
One point of contact
Requests go through one system with a visible status for each. No need to remember who handles the site and who the server.
What we work with
- SLA
- Linux
- Docker
- Grafana
How we work
- 1
We take over the systems
We study the code, credentials and infrastructure. If we did not build it, an audit comes first so we know what we are responsible for.
- 2
We fix the SLA
Incident levels, response times, hourly allowance, communication channel and reporting — in the contract.
- 3
We connect monitoring
Failure alerts reach us instead of waiting for you to write.
- 4
We work by procedure
A monthly report: what happened, what was done, hours spent and what we recommend.
Frequently asked questions
Do you support code you did not write?
Yes, after an audit. We need to understand what is inside to promise response times. After the audit we say honestly what can be taken as is and what should be rewritten.
What if the monthly hours are not used up?
It depends on the plan: some can roll over to the next month, some expire. The terms are fixed in advance — no surprises on the invoice.
How fast do you react to a critical outage?
The time is written into the SLA and depends on the chosen level. For critical incidents — within an hour during business hours; round-the-clock response is agreed separately.
Tell us about your task
Describe what needs doing and we will reply with an estimate and a timeline — usually within one working day.