Question 1

What does an SLA support agreement cover?

Accepted Answer

Guaranteed response times scaled by incident severity (critical, high, standard), 24/7 uptime monitoring, bug remediation, and direct communication channels.

Question 2

What is the response time for critical incidents?

Accepted Answer

Critical disruptions (service outages, data security risks) trigger immediate responses defined in your SLA — typically under 1 hour — prioritizing resolution over routine tasks.

Question 3

Does support cover new feature additions alongside bug fixes?

Accepted Answer

Yes — support retainers cover ongoing bug fixes and system monitoring by default, with dedicated monthly developer hours allocatable toward new feature development.

Question 4

Can you manage applications original built by other engineering teams?

Accepted Answer

Yes — we conduct an initial codebase and infrastructure audit to understand system architecture before taking over ongoing maintenance and development.

Question 5

How are issue reports and feature requests submitted?

Accepted Answer

All requests are tracked and prioritized via dedicated communication channels — typically integrated directly into Slack or Jira Service Management.

Support

Web Applications

Mobile Apps

DevOps & CI/CD

Infrastructure

Web Analytics

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