Criticality levels
Agree on incident classification, initial response time, operating hours, and escalation channels for each issue category.
SLA-based technical support for web projects
Website and web service maintenance: monitoring, updates, incident handling and planned improvements.
We identify critical workflows, define the scope of work and agree on responsibilities. Support hours, priorities, response targets and recovery conditions are agreed for each project and recorded in the SLA.
Engineering approach to IT product support
We start by reviewing the project, access permissions, integrations and workflows that affect enquiries and orders.
We take the headaches off CTOs and business owners. As part of our support, we provide:
- — Setting up CI/CD (GitLab, GitHub Actions) and agreeing on a release window and rollback plan;
- — Setting up monitoring alerts (Prometheus, Zabbix, Grafana);
- — Audit and safe refactoring of Legacy code;
- — Database clustering and backup (S3);
- — Access control, DDoS protection;
- — Levels of support (L1: basic incidents, L2: database administrators, L3: senior developers).
Incident response procedure (SLA)
We agree on priorities, support hours, contact channels and initial response targets.
Monitoring and alerts
We define checks for availability, errors and critical workflows, and agree on who receives alerts.
Refactoring
We remove technical debt and optimize slow SQL queries.
L1/L2/L3 Support
From responding to users to complex server troubleshooting.
Legacy code audit
We understand the old code, write autotests, document it.
SecOps and Security
Timely updating of kernel patches, firewalls, isolation.
SLAAgreed service terms
CI/CDReleases and rollback
BackupsRecovery testing
L1–L3Roles and escalation
SLA Web Project Support
For business-critical websites and services, we define the scope of work, incident response rules, priorities and each party's responsibilities.
Monitoring and prevention
We monitor availability, errors, resources, and backups, plan updates, and address the causes of recurring outages.
Evolving the service without downtime
We separate emergency tasks, regular support and planned improvements, maintain the change queue and report on the time spent.
Levels of Expertise Support SLA
The scope of maintenance depends on the architecture and critical workflows. Before work starts, we agree on roles, access, tasks and the escalation procedure.
1
L1: Basic monitoring (NOC)
First line DevOps. Automatic monitoring of CPU/RAM resources. Reaction to availability failures (ping), restarting services, receiving tickets.
2
L2: Infrastructure management (SysAdmin/DevOps)
Setting up CI/CD pipelines, Docker/Kubernetes management, database profiling, creating and restoring backups (Disaster Recovery).
3
L3: Incident management (Senior Engineers)
Fixing bugs at the source code level, auditing Legacy projects, rewriting heavy architectural components, increasing Performance.
4
SecOps: Information Security
Vulnerability review, WAF configuration and access controls. Any separate security testing and its scope are agreed in the statement of work.
5
SRE (Site Reliability Engineering)
Implementation of infrastructure automation practices (Infrastructure as Code - Terraform / Ansible) for seamless scaling of projects.
