/plan around
A support SLA puts in writing how quickly we respond to each kind of problem, how we keep you updated and when we escalate. Each month you see how we performed against it.
↓Each ticket lights a candle as long as its agreed response time. The reply has to land before the flame reaches the base
Heard yourself say this?Count how many fit.
Five things owners tell us before a project like this starts. Every one you recognise adds a tally mark.
Tap the lines you have said this year.
One fits. Worth a short call to see if Support SLA is the right fix.
Two fit. A short call will tell you whether to do this now or later.
Three fit. This is probably worth planning soon.
Four fit. You are losing time to this already.
All five. This page was written for you.
Support SLA,explained without jargon.
What is a support SLA?
One idea at a time. Each sheet lays over the last, so the picture builds up. Tap a number to jump.
It is like a courier service promise that tells you delivery times for express and standard parcels, and how to track them.
SLA stands for service level agreement.
It defines priority levels, for example critical when your site is down or payments fail, and routine for small changes.
For each level it states how quickly we will respond, how often we will update you, and target times to restore service.
It also says how you contact us and what happens if targets are missed.
Six parts,all handed over to you.
Your Support SLA work is made of these six parts. The comb lights each one in turn; tap a cell to read it.
Written SLA document
Clear priority definitions with examples from your own system, response and update times, support hours and escalation contacts.
Support channels
A ticketing system or shared inbox, with WhatsApp or phone for critical issues, so nothing urgent waits in an email queue.
On-call cover
Out-of-hours cover for critical issues when your plan includes it, with alerts routed to the person on call.
Runbooks
Step-by-step guides for common incidents on your system, so whoever is on duty can act quickly.
Incident reports
For every critical incident, a short report covering what happened, impact, root cause and steps to prevent it.
Monthly SLA report
Tickets by priority, response and resolution times against targets, and trends worth discussing.
- Written SLA document
- Support channels
- On-call cover
- Runbooks
- Incident reports
- Monthly SLA report
Picture a business like yours,in three frames.
A typical situation, not a client story. The line in each frame goes from tangled to straight as the work is done.
A Jaipur hotel group with an online booking engine
Four legs of one relay,about 2 weeks to get going.
Each leg is sized by how long it usually takes. Watch the baton go round, or tap a leg to jump there.
Four factors,four corners of your project.
Each corner grows when that factor is on the larger side. The outline is your project's footprint, and the quote follows it.
A compact project. The smallest footprint for your quote.
Mostly compact, with one area that needs more work.
A balanced build. Half the factors on each side.
A larger build. Most areas need extra work and time.
The full footprint. Every factor on the larger side.
The question we hear most:Business hours or round-the-clock cover?
The board turns through each option. Tap one to hold it and read the trade-off.
Your customers mainly use your services during the working day and a short evening outage is tolerable.
Critical issues outside hours wait until the next working morning.
You run an online store, booking system or app that people use at all hours.
On-call cover adds to the monthly cost.
Four things that trip a project,and the fix we fit instead.
Each fuse is a mistake we see often. Watch it blow and get replaced, or tap a fuse to read the fix.
Labelling every ticket as urgent
Clear priority definitions with examples keep urgent help available for real emergencies.
Promising resolution times for problems outside your control
The SLA separates our response from third-party outages like a payment gateway failure.
No single contact on the client side
A named contact who can make decisions speeds up every critical incident.
Never reviewing the SLA
We revisit targets as your business and systems change.
Support SLA questions,answered plainly.
Search the answers. If yours is missing, ask us on the call.
Getting startedWhat response times can you offer?
Targets depend on priority and the cover you choose. Critical issues get the fastest response, while routine requests are handled in business hours. We agree exact numbers with you and put them in writing.
Cost & timeWhat does an SLA cost?
Cost depends on support hours, response targets and system complexity. Round-the-clock cover costs more than business hours because an engineer must always be available.
Getting startedWhat counts as a critical issue?
Usually anything that stops customers from using your main service, such as the site being down, payments failing or users unable to log in. We list concrete examples from your system in the SLA.
Getting startedWhat if you miss an SLA target?
Missed targets are shown in the monthly report with reasons. The SLA can include service credits, which we agree upfront.
In IndiaDo you cover Indian holidays?
Business-hours plans follow our published holiday list. Round-the-clock plans cover critical issues on holidays as well.
Getting startedCan our customers contact you directly?
Usually your team raises tickets with us, so you stay in control of customer communication. For some portals we can provide a second-line contact for your support staff.
OwnershipWho owns the tickets and reports?
Tickets live in a system you can access, and all reports and runbooks are yours to keep.
Getting startedCan the SLA cover systems built by others?
Yes, after an initial review so we understand the system well enough to support it. Any risks found are noted in the SLA.
Works well alongside,from the same practice.
Know exactly how fast help arrives
Tell us what you run and when your customers use it, and we will propose SLA terms.