Operational continuity and security
We ensure the stable operation of your website or application, with services tailored to the criticality and specific characteristics of your system.
Service Level Agreement (SLA)
We provide flexible SLA agreements tailored to the individual needs of each organisation and the specific nature of every project.
An SLA that suits your needs
Our agreements clearly define the guaranteed level of service – from system availability and the quality of technical support to precisely specified response times, workaround implementation and full issue resolution. We also include service restoration procedures for emergency situations. As a result, you can be confident that your application or website will remain available and secure even at critical moments – and in the event of an outage, full functionality will be restored quickly.
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System availability aligned with business requirements.
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Fast and effective incident response thanks to clearly defined response and resolution times.
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Priority handling of incidents critical to your organisation.
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Transparent escalation and incident reporting processes.
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Access to a ticket monitoring and tracking system.
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System security compliant with IT requirements and your organisation’s security standards.
What do you gain?
Rapid response in line with the SLA
We guarantee efficient incident handling and ticket fulfilment in accordance with agreed SLA terms, giving you confidence that support is available when failures occur.
Comprehensive monitoring and communication
We provide a complete set of tools for monitoring, incident reporting and clear communication within the SLA framework.
Unlock insights that matter
Data protection
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Data protection in business is not only a legal requirement but also a key factor in building trust with clients and partners. Learn about GDPR obligations, common pitfalls, and best practices for securing data in the era of digital transformation.
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Business Solutions, Cloud
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What Is the Cloud, and How Does It Relate to Business?
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See how we support clients in maintaining and developing their services
Vue
Sales support across five markets
A global cinema operator needed a unified e-commerce platform for content and ticket sales across five markets. The Sitecore solution integrates local systems and streamlines coordination of international operations.
View case study
Dominos
Faster online ordering and network growth
Domino’s Pizza needed an e-commerce platform to streamline online ordering and integrate with internal systems. The solution delivered scalability, cost-efficiency, and an improved user experience.
View case study
Discover how else we can support you
Quality Assurance
Our QA specialists conduct various types of tests to ensure the highest quality of the final solution.
Support & Maintenance
Technical support and ongoing development of websites and systems, based on your evolving needs.
Content Management
We support editorial teams in creating, editing, and publishing content while ensuring communication consistency, SEO quality, and accessibility.
FAQ
Didn't find what you were looking for? Get in touch with us.
We tailor the SLA scope to client needs – from basic support in an 8/5 or 10/5 model to full 24/7 availability with guaranteed response, workaround and resolution times.
This depends on the agreed contract terms. Upon request, we can deliver regular software reviews and updates as part of the SLA. By default, however, such activities fall under our Support and Development services.
Response times are defined in the SLA and may range from 15 minutes to several hours – depending on the nature and criticality of the incident.
Yes – the scope of the agreement can be scaled and modified during the course of cooperation to meet changing business requirements.
Yes, we deliver support tailored to our clients’ global operations, including outside standard business hours.
Have questions? Let’s connect
Contact us to learn how a professional and flexible SLA can safeguard your website and give your business peace of mind.
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