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Area 02 · Infrastructure and support

Support levels and SLA

The abbreviation hides just two numbers: how long until an engineer responds and how long until service is restored. Both are fixed by contract. Below we set out how the levels differ, when the clock starts and what it costs us if we miss the target.

Choose a level Compare the levels
15 min
minimum response
4 levels
request priorities
99,5%
of requests within SLA
Penalty
for missing a deadline

How the levels differ

The choice follows the cost of downtime, not the size of the workforce. If sixty minutes without the accounting system costs more than a month's fee, the entry level makes no sense.

Service packages

Free support

0 ₸

Simple questions by phone and email, with no contract. We deal with them in turn during working hours, with no promises on timing.

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Chosen more often than others

Standard support 24/7

response within 1 hour

Requests are accepted at any hour; a duty shift works at night and at weekends. Both targets are written into the contract.

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Premium with a dedicated team

15-minute response

Assigned engineers who know your infrastructure by heart, a dedicated manager and a monthly report against the targets.

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Where the targets come from

Priority is set by how many people are stopped, not by the seniority of whoever called. Both deadlines are counted from it.

Response 15 minutes, recovery 4 hours Critical Work has stopped completely: accounting, email or connectivity is unavailable
Response 1 hour, recovery 8 hours High A whole department or a business-critical service is down
Response 4 hours, recovery 1 day Medium One employee is affected and a workaround exists
Response 1 day, recovery by agreement Routine Set up a workplace, grant access, give an explanation

The clock starts the moment the request is entered into the system, not when an engineer becomes free. For that reason a night call on round-the-clock support follows exactly the same rules as one raised during the day.

What happens to a request

However a request arrives, four identical stages lie ahead of it.

01

Received and logged

The request gets a sequential number and a timestamp. The deadlines are counted from it.

02

Priority assessed

The engineer on shift assesses how many people are affected and assigns a priority using the table above.

03

We resolve it or escalate

Simple cases are resolved on the first line, the rest go to a specialist. The current status of a request is visible to you at any moment.

04

We close it and examine the cause

A request counts as completed only once you agree. Repeated requests of the same kind are examined separately until the source is dealt with.

Questions and answers

The breach is recorded in the monthly report and under the contract we pay compensation, usually as a share of the monthly fee. The liability runs one way: we pay, not the client.

The initial assessment is made by the engineer on shift using the rules below, but the final call is yours. Tell us the case is more serious than we judged and we will raise the priority without argument.

These are different measures. The first is met when the engineer makes contact, the second when the service is restored. The second is always longer and runs into circumstances beyond our control: a part is in transit from the supplier, the telecoms provider is not answering. Such periods are excluded from the calculation.

Yes, it is done as an annex to the contract and takes effect from the start of the following month. Downgrading is possible too, though we usually suggest first working out why the chosen level turned out to be excessive.

Every month you get a report: how many requests there were, at what priority, where the targets were met, where they were not and why. The document is generated automatically from the ticket system; nobody draws it by hand.

Related by task

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Area 01 IT outsourcing and support Who takes your requests on the other side Area 03 System administration The server side and the directory to the same targets Area 08 Backup What recovery speed depends on Area 09 Information security Targets for security incidents

We will match the level to your cost of downtime

Напишите, отсутствие каких систем останавливает дело и в какую сумму выливается час бездействия. Подберём вариант, где не придётся оплачивать быстроту, которой вы не воспользуетесь.