Approaches
SLA-based Support
Support with agreed, measurable commitments on coverage hours, response times and reporting, so both sides know what counts as urgent before something breaks.
Part of Maintenance & Modernization
An SLA (service level agreement) sets out a support commitment in measurable terms: which hours are covered, how quickly each severity of problem gets a response, and how performance against those targets is reported.
Why it helps
Without an agreement, priority gets decided during the incident, often by whoever pushes hardest. An SLA settles it in advance, and writing one makes both sides agree which parts of the system matter most to the business.
What a workable SLA defines
- Severity levels tied to business impact, such as "customers cannot complete payment", instead of technical symptoms such as high CPU usage.
- Response time (when someone starts work) kept separate from resolution time (when it is fixed). For a problem of unknown cause, response time can be committed to, and resolution time can only be a target.
- Coverage hours, such as Thai business hours or 24/7.
- An escalation path with named roles on both sides.
What to check before signing
Ask whether you will receive regular reports against the commitments, and what happens when a target is missed. Without reporting, neither side can tell whether the targets are being met.
How we use it
Our Maintenance & Support engagements run on an SLA agreed at the start, and we report against it.