Estimate Project
Two support engineers at a curved monitoring desk in an agency operations center, multiple screens showing green Grafana SLA and uptime dashboards under calm screen glow conveying 24/7 contractual coverage
SLA based support services

An SLA based support company with a contractual guarantee. Not a best-effort promise.

Response times written into your contract. Named engineers. SLA breach credits applied automatically. Coverage from a partner you can actually hold to account.

Select a tier to see your contractual guarantee
Standard
24 hr
Initial response SLA
Resolution target72 hr
Coverage hoursBusiness hrs
Breach credit10% monthly
Priority
Most common
4 hr
Initial response SLA
Resolution target24 hr
Coverage hours16/5
Breach credit15% monthly
Critical
Highest coverage
1 hr
Initial response SLA
Resolution target4 hr
Coverage hours24/7
Breach credit25% monthly
Two Models of Software Support

The old way makes you wait. An sla based support agency tells you exactly when you will hear back.

Old way: support ticket, best-effort response
You submit a support ticket
No confirmation of who received it. No timeline given. "Our team will be in touch."
You wait. Unknown duration.
No estimate. No engineer assigned. You follow up after 24 hours. Still no reply.
Eventually: a response
Unknown engineer. No context. Asks questions you already answered in the ticket. Clock starts again.
No accountability mechanism
If the response was slow, there is nothing in the contract to enforce. No credit. No consequence.
SLA-based support: contractual response guarantees
Incident reported — clock starts
From the moment you report, the SLA clock starts. You know your exact response window from the contract.
Named engineer assigned, context ready
The assigned engineer already knows your codebase from onboarding. No re-briefing. No delay from context setup.
Resolution within the contracted window
Critical: 4 hours. Priority: 24 hours. Standard: 72 hours. Written in the agreement before work starts.
SLA breach = automatic credit applied
If the SLA window is missed, a credit is applied to your next invoice automatically. No request needed. No argument.
SLA Cost Gap Calculator

What is your current support arrangement actually costing you per month?

Adjust the sliders. The calculator shows the true monthly cost of unguaranteed support versus a fixed SLA plan.

Your current situation

6
130
18
1 hr72 hr
$800
$100$10,000
4 hr Priority
1hr Critical4hr Priority24hr Standard
Monthly cost analysis
Current cost (unguaranteed)
$86,400
6 incidents × 18 hrs × $800/hr
With SLA plan (contracted resolution)
$19,200
6 incidents × 4 hrs × $800/hr
Monthly savings with SLA plan
$67,200
-78% cost reduction
Get an SLA Plan at a Fixed Rate

Fixed monthly retainer. No variable hourly charges.

SLA Tiers

Three SLA tiers. One fixed monthly rate. Every commitment in writing before work starts.

Support engineering lead at a warm-lit agency desk reviewing an SLA contract and a green Grafana SLA-performance dashboard on a laptop, calm focused contract review
Standard SLA
24 hr
initial response guarantee

For stable applications with lower incident rates. Business hours coverage with contractual response windows on all bug and support tickets.

24-hour initial response
72-hour resolution target
Business hours coverage (9-6)
10% monthly credit on breach
Monthly SLA report
Named engineer assignment
Out-of-hours coverage
Critical SLA
1 hr
initial response guarantee

For mission-critical applications where any downtime has significant revenue or safety impact. 24/7 coverage with the fastest contractual response windows available.

1-hour initial response
4-hour resolution target
24/7 coverage
25% monthly credit on breach
Daily SLA log access
Named engineer assignment
24/7 out-of-hours coverage
SLA in Production

Shopify and Amazon integration platform. SLA-backed support stabilized a multi-channel operation.

Uptime achieved
0%
across integrated platforms
Integration points
0
systems connected under SLA
SLA breaches
0
across the engagement
The problem

An e-commerce operation running across Shopify, Amazon Marketplace, Facebook Commerce, and Klaviyo marketing automation had no sla based support company on contract. Integration-related incidents meant hours of manual diagnosis with no assigned engineer and no resolution timeline. Revenue impact from each incident was direct and unquantified.

The outcome

Under an SLA-backed support arrangement covering the full integration stack, all incidents received a response within the contracted window. Automated order management reduced manual workload. Secure integration framework connected all platforms with protected data synchronization. Zero SLA breaches across the engagement.

ShopifyAmazon APIFacebook CommerceKlaviyoOrder automation
E-commerce operations lead at a tidy workstation reviewing a clean integrated multi-channel dashboard with green operational channel-health rows and zero SLA breaches, calm satisfied side profile
Why Redefine SLA Support

Three things that make our sla based support consulting different from a standard support retainer.

01
Automatic breach credits
You do not need to ask for compensation when we miss an SLA window.

Most support retainers have SLA language but no enforcement mechanism.

Our SLA breach credits are applied automatically to your next invoice when the SLA log records a missed window. No dispute process. No request form. Credits are applied before you even notice.

02
Named engineer with codebase context
The engineer assigned to your SLA knows your codebase before the first incident.

A 1-hour SLA means nothing if the engineer spends 45 minutes reading your README to understand the system.

We require an onboarding session before the SLA becomes active. The assigned engineer reviews your architecture, integration map, and known risk areas before we commit to the response window.

Software audit services →
03
SLA log transparency
You can see the SLA performance data, not just the invoice.

Most support retainers tell you what they did. Our SLA log shows you when each incident was reported, when the response occurred, when the resolution occurred, and whether the SLA was met.

The log is shared with you on a recurring schedule based on tier. Monthly for Standard, weekly for Priority, daily log access for Critical. No surprises.

Common Questions

What engineering leads ask before signing an SLA arrangement.

SLA based support is a software support arrangement where response and resolution times are contractually guaranteed. The SLA defines exactly how quickly an engineer will acknowledge your incident, how long it will take to resolve, and what happens if those windows are missed. SLA breach credits are written into the engagement agreement. Use the cost gap calculator above to see what your current arrangement is costing you.
Our SLA tiers carry the following contractual windows. Critical: 1-hour initial response, 4-hour resolution target, 24/7 coverage. Priority: 4-hour response, 24-hour resolution, 16/5 coverage. Standard: 24-hour response, 72-hour resolution, business hours coverage. All windows are measured from when the incident is reported.
When an SLA window is missed, a service credit is applied automatically to your next invoice. Credits are 10% of monthly retainer for Standard SLA breaches, 15% for Priority breaches, and 25% for Critical breaches. You do not need to request the credit. It is applied when the SLA log records a missed window, before you invoice or report it.
SLA based support is priced as a fixed monthly retainer. The rate depends on the SLA tier, the number of applications covered, and the complexity of the system. There are no variable hourly charges on top of the retainer unless you request out-of-scope development work. Pricing is agreed before the engagement starts and does not change for the term. See the pricing page for retainer ranges.
Yes. We provide SLA support for applications built by other teams. An onboarding technical audit is required before the SLA becomes active. Without this audit, we cannot commit to the SLA response windows because we would be diagnosing an unfamiliar system under time pressure. The audit takes 3 to 5 business days. See software audit services for details.
Get an SLA Plan

Tell us your application and your risk tolerance. We will scope an SLA plan within 48 hours.

No commitment until you see the plan and the fixed monthly rate. No pitch.

Form
48 hours
Plan scoped
Written
SLA in contract
Auto
Breach credits
Fixed
Monthly rate
Brief received.

We will scope your SLA plan with contractual response windows and a fixed monthly rate within 48 hours.

Small support engineering team of three at monitoring workstations with large screens showing green resolved-incident lists and 99.9% SLA dashboards, calm professional 24/7 coverage atmosphere
Not best effort. Work with an sla based support company that gives you a written guarantee, a named engineer, and automatic breach credits.

Related services

🛡All Support Services→🔧Application Maintenance Services→🚀Post Launch Support Services→🔍Software Audit Services→💰Software Development Pricing→⚙All Development Services→

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