SLA based support services
Support with a contractual guarantee. Not a best-effort promise.
Response times written into your contract. Named engineers. SLA breach credits applied automatically. Coverage that gives you something to hold us to.
Submit brief → SLA plan scoped in 48 hours → agreed 3 days before start → coverage active from day one
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. SLA-based support 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
Fixed monthly retainer. No variable hourly charges.
SLA Tiers
Three SLA tiers. One fixed monthly rate. Every commitment in writing before work starts.
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
Most common
Priority SLA
4 hr
initial response guarantee
For revenue-generating applications where response speed matters. Extended hours coverage with fast resolution windows and named engineer assignment.
4-hour initial response
24-hour resolution target
Extended hours coverage (16/5)
15% monthly credit on breach
Weekly 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 contractual support arrangement. 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
Why Redefine SLA Support
Three things that make our SLA commitment 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.
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
Submit brief → SLA plan scoped in 48 hours → agreed 3 days before start → coverage from day one
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.
