Operations and support
Support, SLA and Dedicated Teams
The work after launch: response times, monitoring and planned development.
- ID
- OP-03
- Rollout stages
- 04
The business problem
The project is delivered, the team disperses, and six months later there is nobody to ask about even a small change. The person who knew how the system worked has gone, so every fix starts with relearning it — and costs several times more.
What we build
A support agreement is built on concrete commitments: response time per incident class, who the contact point is, how many development hours per month. For larger projects there is a dedicated team arrangement — those engineers know your system and are not split across other projects. The knowledge lives in documentation, not in someone’s head.
Rollout stages
- 01
Audit and analysis
We document the system’s current state and its critical components.
- 02
Architecture and design
We agree the incident classification, the response times and the contact procedure.
- 03
Integration
We set up monitoring, alert channels and the ticketing system.
- 04
Full rollout
Support goes live, and the first month’s metrics are reviewed together.
What the client gets
- Response times defined per incident class
- Monitoring and planned preventative updates
- Monthly development hours with priorities planned jointly
- A dedicated team arrangement for larger projects
Possible integrations
- Ticketing systems
- Prometheus / Grafana
- Status pages
- GitHub / GitLab
- Telegram / email alerting
Security approach
Support team access is role-based and time-limited, and every session is logged. Work against live data happens only when necessary and with your approval. When the team composition changes, access rights are updated immediately.
Ongoing support
Every quarter we review SLA performance, development priorities and technical debt together. If the load has changed, the terms are adjusted to match.
Related services
Consultation on this practice
Describe your situation briefly — we will outline the options and the first step.