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SLA and Operations Management

For every project we design an individual SLA. We ensure operations, monitoring, updates, and fast incident response. We can provide 24/7 all year round if your business requires it.

How SLA Works

What an SLA Is and When to Use It

An SLA is an agreement on service levels and support that defines exactly what we ensure in the operation of your project. For websites, e‑shops, and applications it most often covers monitoring, updates, backups, response times, and a maintenance plan.

Every SLA we deliver is tailored to the real needs of the project and its budget.

Service-level agreement (Wikipedia)

What an Individual SLA Covers

Operations, Security, Performance, and Key Metrics

Monitoring and Alerting

Monitoring and Alerting

Active monitoring of availability, performance, and errors. Alerting and response based on agreed metrics.

I Want My Project Monitored
Updates and Security

Updates and Security

Patching, minor and security updates of frameworks and libraries. Regular audit and hardening.

Discuss Security
Backups and Recovery

Backups and Recovery

Automatic backups of databases and files. Regular restore tests and a clear disaster recovery plan.

Let’s Back It Up
Performance and Scaling

Performance and Scaling

Application, database, and cache optimization. Infrastructure scaling and removing bottlenecks.

Solve Performance

SLA for Different Project Types

Websites, E‑shops, and Custom Applications

Custom Applications
Custom Applications

Custom Applications

Individual SLA for demanding systems. Logging, metrics, APM, error traces, and custom alerts. Regular updates, security reviews, and a scaling plan.

  • APM and custom metrics for both backend and frontend.
  • Security audit and regular updates.
  • Scaling, HA, and DR strategies.
Design an SLA for the App
Websites
Websites

Websites

We ensure reliable operation, fast loading, and security. We regularly update the CMS, plugins, and libraries, keep SSL and expirations in check, and keep technical SEO healthy.

  • Availability and fast loading.
  • Security updates and SSL checks.
  • Technical SEO and Core Web Vitals metrics.
Design an SLA for the Website
E‑shops
E‑shops

E‑shops

We focus on the conversion path and critical integrations. We monitor payment gateways, carriers, feeds to comparators, ERP, and warehouse. Before the season we do performance checks and backup scenarios.

  • Monitoring of cart, payments, and carriers.
  • Platform and module updates.
  • Load tests and season preparation.
Design an SLA for the E‑shop

How We’ll Set Up Your SLA

We start with an audit of the project and infrastructure, set up monitoring and metrics, agree on response times, and prepare a maintenance and recovery plan.

01

Audit and Objectives

We review the application, infrastructure, and risks. We set SLA goals and priorities.

02

SLA and Metrics Design

We define response times, maintenance windows, monitoring, and reporting.

03

Implementation and Testing

We implement monitoring, alerts, backups, and recovery procedures. We verify in testing.

04

Go Live and Care

We launch the SLA into production. We report regularly and improve based on data.

FAQ

Frequently Asked Questions about SLA

Every SLA we create is tailored to the specific project. Below you can find answers to the most common questions about support, scope, and cooperation terms.

Contact Us

Yes, if the project requires it. For smaller websites and internal systems, a business-hours mode with on‑call duty is usually enough. We’ll set the support level exactly to your needs.

Response and resolution times, availability, maintenance windows, monitoring, and regular reports. Depending on the project type we add performance, conversion, or business process metrics.

The price depends on the scope and the level of guarantees. After a short consultation we prepare several options, for example business days 9–5, extended support, or full 24/7 on‑call.

Yes, but always after proper assessment. We look at the technical background, technologies used, and available documentation. For projects we didn’t build ourselves, it depends on whether we have enough knowledge and access to ensure quality and security of operations.

We regularly check dependencies, libraries, and system components. Every update is tested in a development/staging environment first, so production won’t go down.

It depends on the SLA level. Standard mode means response within a few hours; for critical SLA we respond within minutes. In 24/7 mode we monitor availability nonstop and act automatically according to alerts.

Uninterrupted Operations for 4 Years

For a client, we provided SLA support for four years in business‑day mode with occasional weekend shifts. Costs were in the tens of thousands CZK per month. During the entire period the application was not down for more than a few minutes. The only exceptions were planned maintenance windows for upgrades and scaling. The system processed up to 15,000+ parcels a day, whether in manual or robotic warehouses, so high availability was absolutely essential.

Fulfillment Center

  • Logistics Application
  • Load Scaling
  • Robotics and API
  • Amazon Web Services
  • Consulting and Training
  • Maintenance and Warranty
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Want to Be Sure About Operations and Security?

We’ll design an SLA tailored to your project, from business‑hours mode to full 24/7 with guaranteed response times.

Schedule a Consultation