What we do
- Operations — monitoring, incident handling, performance tuning, backup and DR drills
- On-site support — resident engineers with SLA response times down to 15 minutes
- Training — onboarding, advanced courses, annual refresher sessions
- Upgrades — feature releases, security patches, dependency upgrades and compatibility verification
- Health checks — quarterly reviews with performance, security and availability reports
Service levels
| Level | Response | Handling |
|---|---|---|
| P1 (system down) | 15 minutes | Immediate remote or on-site action |
| P2 (core function broken) | 1 hour | Resolved or workaround provided same day |
| P3 (general issue) | 4 hours | Handled within 3 business days |
| P4 (advice) | 1 business day | Scheduled as needed |