What happens when something
breaks at night.
A service level sets out the hours we respond, how fast per priority, and who you call when it takes too long. Outside office hours, critical follow-up runs through the on-call rota. Which level fits does not depend on the size of your environment, but on what an hour of downtime costs you.
Agreements that match the impact of the platform.
The exact arrangements are recorded in the service agreement: service windows, response times, review frequency, reporting and escalation.
Predictable needs.
Platform management during office hours, periodic reporting, structural maintenance and quarterly reviews.
Read more →Extra assurance.
Additional follow-up for critical incidents, monthly reporting and closer service alignment.
Read more →Business-critical.
More intensive monitoring, broader KPIs and support where continuity is essential.
Read more →Choose the service level that matches the impact of your platform, not just the technology behind it.
Basic, Advanced or Premium.
The service level sets the window, response times and the rhythm of reporting and reviews. Exact arrangements are recorded in the service agreement.
- Basic, office hours, periodic reporting, structural maintenance and quarterly reviews
- Advanced, extra follow-up for critical incidents and monthly reporting
- Premium, more intensive monitoring and broader KPIs where continuity is essential
- You choose per environment, not per organisation
- Service windows and response times
- Escalation path and mandate
- Review frequency and reporting
- Who may make which change
In the DAP and the SLA.
A service level is only an agreement once it is written down. These six points are in every contract we sign.
Service window.
The hours we respond, and what happens outside them.
Response times.
Per priority, with a definition of what each priority means.
Escalation.
Who you call when it takes too long, and when that path opens.
Reporting.
What you get, how often, and which figures are in it.
Reviews.
How often we look back together, and who joins.
Division of roles.
Who does what, including at the edges. That is where it usually goes wrong.
What does one hour of downtime cost you?.
That figure sets the service level. Not the size of the environment.