Scope
What's covered
Maintenance
Maintenance
Scheduled reviews plus patches and updates keep the platform current and stable.
Incident Response
Incident response
From intake through diagnosis, remediation, and recovery — handled quickly, with prevention measures put in place.
Monitoring
Monitoring
System, model, and resource state watched continuously so anomalies surface early.
Operations Support
Operations support
On-site or remote operations that keep answering questions and stabilizing the service.
Incident Response
Incident response process
From the incident occurring through intake, assessment, remediation under warranty, and closure — handled quickly through collaboration between the responsible teams.
Maintenance
Maintenance
| Level | Urgency | Condition | Service down | Response | First response | Target resolution |
|---|---|---|---|---|---|---|
| Lv. 1 | Critical | The production system has stopped, or is failing unpredictably, with major impact across the business (service outage, key functions down, data loss) | Yes | Immediate response | Within 2 hours | Within 8 hours |
| Lv. 2 | High | The production system is not fully healthy but can be worked around temporarily, and key functions are recoverable (DR available, or limited functionality through a fallback) | Yes | Urgent workaround and remediation | Within 8 hours | Within 16 hours |
- We make every effort to keep the customer informed, propose a resolution, and meet the response times above.
- First response time: the time from incident intake until the assigned engineer contacts the customer and confirms the details of the situation
- Target resolution time: the target time from understanding the situation until the assigned engineer restores service
Paid maintenance
- Supported under a separate agreement once the warranty period ends.
We propose an operating model that fits your environment
On-site or remote operations, the scope of support, and the SLA are all designed with you around your environment and requirements. Tell us what you need.