With our SLA, you get ongoing support for your IT system, clearly defined cooperation terms, and response and resolution times tailored to your business needs.
You don’t have to wait for someone to find time for your request. You know who responds, how quickly, and what happens next.
We monitor your infrastructure’s availability in real time and guarantee response times in line with your SLA.
A store outage, a failed integration, a server issue. A bug that brings your sales process to a halt.
In situations like these, it’s not just about whether someone picks up the ticket. What matters is response time, expertise, and a deep understanding of your environment.
That’s why we combine SLA with real knowledge of the infrastructure and systems we support. We monitor your environment, respond to incidents, and make sure the same problems don’t keep coming back.
What does an SLA give you?
Clear terms of engagement, defined response times and a well-defined scope of responsibility.
Issues are prioritised by their impact on your business – not by the order in which tickets come in.
Continuous monitoring and proactive maintenance help minimise the risk of downtime.
No more wondering who to escalate an issue to. Your system has a dedicated team that knows its architecture inside out and owns its maintenance.
Not all outages are equal. For an online shop, platform downtime can mean lost orders. For an internal system, the same issue may have far less impact on day-to-day operations.
That’s why we don’t impose a one-size-fits-all SLA. We agree service terms based on system criticality, your business hours and organisational needs, while keeping support costs optimised.
How quickly we pick up a ticket, depending on its priority.
From business-critical issues that bring operations to a halt to requests that need standard handling.
A coverage model matched to how your system operates.
Defined uptime levels for key services and infrastructure.
Regular updates on tickets, response times and performance against agreed SLA targets.
When multiple vendors are involved in developing and maintaining your systems, one question often comes up: who’s responsible when something goes wrong?
An SLA gives you a clear answer.
We define what’s covered by support, how issues are reported, who is responsible for each part of the process, and when escalation is needed.
So instead of passing an issue from one vendor to another, you have a clear process, clear ownership, and one partner to turn to.
Maintenance and support for online shops, marketplaces and the systems that power your online sales.
Maintenance and support for bespoke applications and the systems that underpin your core business processes.
Maintenance of system-to-system connections, third-party service integrations and data exchange processes.
Maintenance and support for systems that manage product data, content and digital assets.
Maintenance of the cloud, server and hybrid environments your systems run on.
That’s why we combine support with monitoring, updates, backups, log analysis and regular environment reviews.
Before users notice a problem.
We pinpoint where your system slows down or loses performance.
Before they have a chance to turn into failures.
Less firefighting.
More control over how your IT runs.
We analyse the system, its importance to your business and your current maintenance and support model.
We define priorities, response times, support hours, scope of responsibility and escalation paths.
We set up ticketing channels and take ownership of the agreed scope.
Drawing on tickets and system monitoring, we pinpoint areas worth improving.
Every ticket follows a defined process, from intake and prioritisation through to resolution or escalation.
We roll out improvements and continuous monitoring, so tickets keep falling and the system runs more reliably.
