REGULATED SUPPORT
SLA website maintenance:
support with guaranteed response time
We take on website maintenance with clear rules: monitoring, incident logging, reaction time, regular tasks, and an hourly report. We set the calendar and scope of responsibilities before we start.
TASK
SCENARIO
DATA
VERIFICATION
LAUNCH
HANDOVER
to launch and handover
PRIORITY
REACTION
TRANSPARENT REPORT
projects
of studio
models
Premier Partner status
marketing, analytics
SLA is incident handling rules
We accept a project through an introductory check: accesses, dependencies, critical scenarios and backups. We note known limitations so that the support team understands what it is supporting and what actions it can perform.
We set incident categories, registration channel, and maintenance calendar. Reaction time means confirmation and start of processing, not guaranteed resolution of the cause. Target recovery time and dependencies on external services are described separately.
Regular work and refinements are handled through tasks with estimation and time tracking. In the report, we show incidents, actions taken, hour consumption, and open risks. Volume changes and limit exceeding are agreed upon before execution.
- Project acceptance and list of known limitations
- Incident categories and maintenance calendar
- Registration channel and escalation procedure
- Monitoring, backups, and regular checks
- Report on tasks, time, and incidents
Priority
Criticality is determined by impact
Reaction
Separately from the recovery time
Calendar
Working hours and duty are recorded
Report
Works and hour expenditure can be verified
24/7 monitoring does not equal 24/7 support
Automatic checks can run continuously on any package. Specialist connection time is determined by the SLA calendar; 24/7 duty is only included in the agreed-upon regulations.
Support since with clear accountability
Participants know how to log a glitch, when to expect a response, and who makes the decision.
No incident is lost
We log the registration time, priority, and person responsible. In the regulation, we describe the start time, pauses during access waiting, and rules for changing priorities.
Planned maintenance
We test updates in a staging environment and verify backups through restoration in an agreed-upon volume. Priority of urgent failures may change the order of scheduled tasks.
Transparent escalation
We coordinate contacts for the owner, providers, and related teams. If the cause is outside support management, we pass on diagnostic data and track the request.
From site intake to regular support
The policy is agreed upon before the start of incident obligation counting.
Introductory audit
We study the code, environment, dependencies, and critical scenarios. We record known defects and missing accesses.
SLA policy
We define priorities, calendar, response time, and registration channel. We clarify responsibilities and exceptions.
Support preparation
We connect monitoring, task logs, and backups. We check notification routes and escalation contacts.
Test environment
We organize version control and a staging environment to the agreed extent. We describe the release and actions in case of an unsuccessful change.
Works and incidents
We register requests, perform diagnostics, and agreed tasks. We show status and hour consumption.
Report and priorities
We analyze the causes of incidents, results of work, and open risks. We agree on the next maintenance period.
Monitoring, tasks and release control
Tools support the regulation, not replace it.
Checks and notifications
Availability, errors, and agreed business scenarios. Verification intervals and alert routes are set in the package.
Inquiry tracking
Task system with priorities, statuses, and time. We log incidents and planned improvements separately.
Code and recovery
Git, staging, backups, and instructions. The composition of regular recovery checks is agreed upon when accepting the project.
— COST
Pricing
to SLA support
Monthly packages. Work calendar, priorities, and reaction countdown conditions are fixed in the contract.
| Scope of work | Basic SLA Small site with planned support 25 000 ₽/month month of maintenance | POPULAR Business SLA Online store or corporate portal 55 000 ₽/month month of maintenance | Premium SLA Critical services with on-call support under contract from 110 000 ₽/mo month of maintenance |
|---|---|---|---|
|
Reaction to a critical failure
|
Up to 8 working hours | Up to 2 working hours | Up to 15 minutes, 24/7 per SLA |
|
Revisions per month
|
2 hours | 5 hours | Up to 15 hours |
|
24/7 Monitoring
|
Every 5 minutes | Every 60 seconds | Every 15 seconds and agreed business metrics |
|
External backups
|
Weekly | Daily; 30-day retention | Daily to 2 independent storages |
|
Updates
|
Once a quarter after verification | Monthly with a check on the staging environment | Weekly check and tests according to the task |
|
Communication
|
General support channel | Dedicated manager | Technical project lead |
Monthly cost of services. Server, storage, licenses, and third-party services are paid separately. Reaction and recovery have different timeframes; priorities, calendar, countdown conditions, and responsibility are set out in the contract. Overage hours and new features are evaluated separately.
— QUESTIONS AND ANSWERS
Everything that matters
before start
Scope of work, source materials, approval order, and launch conditions.
-
What happens at night or on the weekend?
Automatic monitoring continues checks. Specialist connection is determined by the package calendar: working hours for basic and business regulations, 24/7 duty for premium as per the contract. We coordinate contacts and escalation in advance. -
Does reaction mean the site is already restored?
No. Reaction is the start of processing a registered incident according to SLA conditions. Diagnostics and recovery may require different timeframes, especially if dependent on a provider, access, or an external system. -
Are modifications included in the package?
Hours specified in the table are included for agreed-upon tasks. Volume, estimation, and accounting procedure are fixed before starting. Exceeding the limit and major new features require separate approval. -
How do I check hours consumption?
In the report, we show tasks, results, dates, and actual time according to the adopted regulations. Rules for rounding and carrying over unused balances are agreed upon separately. -
What happens if the SLA is violated?
The procedure for recording a violation and the responsibility of the parties are determined by the contract. We do not promise a universal amount of compensation on the page: it depends on the chosen protocol and agreed conditions.