Service Level Agreement & Operational Support

Professional monitoring, incident response, and round-the-clock support for your mission-critical applications.

Last updated: January 2026

Our Commitments

< 5 minute detection for critical issues

< 15 minute response for P1 incidents

Dedicated alerting with direct log access

Cost protection with budget alerts

Full environment isolation (DEV / UAT / PROD)

Support Packages

Choose the support level that matches your operational needs. All packages include professional monitoring and incident response.

Lite

$800/month

40 hrs/monthBusiness Hours

Perfect for early-stage projects with low traffic

Uptime monitoring setup & maintenance
Incident response (business hours)
Weekly status report
Alert configuration

Get Started

Recommended

Standard

$1,500/month

80 hrs/monthExtended Hours (8am–10pm)

Ideal for beta launches and growing projects

Everything in Lite, plus:
Extended hours coverage
Bi-weekly review calls
Runbook documentation
Budget alert configuration
Environment tagging & cost visibility

Get Started

Premium

$2,500/month

120 hrs/month24/7 On-Call

For production launches with strict SLA requirements

Everything in Standard, plus:
24/7 on-call rotation
< 15 min P1 response SLA
Post-mortem reports (P1/P2)
Proactive capacity planning
Performance optimization

Get Started

Enterprise

Custom/month

Dedicated24/7 + Proactive

Mission-critical systems and high-compliance projects

Everything in Premium, plus:
Dedicated engineer (no shared resources)
Daily monitoring reviews
Weekly optimization reports
Quarterly architecture reviews
Disaster recovery planning & testing

Get Started

Response Time SLA

Clear severity definitions with guaranteed response times. We detect issues before your users do.

P1 – Critical

Production down, all users affected, no workaround

Detection

< 5 min

Acknowledge

< 15 min

Resolution

< 4 hours

P2 – Major

Core feature broken, partial impact, workaround exists

Detection

< 15 min

Acknowledge

< 1 hour

Resolution

< 24 hours

P3 – Minor

Non-critical feature issue, low user impact

Detection

< 1 hour

Acknowledge

< 4 hours

Resolution

< 72 hours

P4 – Low

Cosmetic issue, feature request, general question

Detection

Best effort

Acknowledge

< 24 hours

Resolution

Next sprint

Uptime Guarantees

99.5%

Production

~3.6 hours allowed downtime/month

99.0%

UAT

~7.2 hours allowed downtime/month

95.0%

Development

~36 hours allowed downtime/month

* Scheduled maintenance windows are excluded from SLA calculations

Monitoring & Alerting

Comprehensive monitoring infrastructure to ensure your systems stay healthy.

Services Monitored

Backend API1 min intervals
Frontend Application1 min intervals
Background Services1 min intervals
Authentication Service1 min intervals
Workflow Engine5 min intervals

Alert Conditions

Service DownP1 Critical
High Error Rate (>1%)P1 Critical
High Latency (>5s)P2 Major
High Memory (>90%)P2 Major
Budget ThresholdP3 Minor

Incident Response Process

Detection

< 5 min

Automated monitoring detects issue

Alert

Immediate

Notification sent via configured channels

Acknowledge

< 15 min

On-call engineer responds

Triage

< 20 min

Confirm severity, notify stakeholders

Investigate

< 1 hour

Review logs, identify root cause

Fix/Rollback

< 2 hours

Apply fix or rollback to previous version

Verify

< 15 min

Confirm service restored

Post-Mortem

Within 48 hrs

Document incident and learnings

Environment Safeguards

Production Isolation

PROD uses completely separate infrastructure (databases, cache, secrets)

One-Click Rollback

Rollback to any previous version in < 5 minutes

Traffic Control

Rate limiting and feature flags for instant traffic management

Multi-tenant Isolation

Strict tenant isolation at database and application level

Resource Limits

Per-tenant resource limits prevent cross-impact

Cost Protection

Budget alerts and auto-scaling safeguards

Need a Custom Package?

We can build a tailored support plan that matches your specific requirements, team size, and budget constraints.