SLA-Based Maintenance: Reliable, Measurable, and Accountable
Overview
SLA-Based Maintenance is our commitment to keeping your systems running smoothly, backed by clear service levels and response times. Whether you operate mission-critical platforms or rely on your ERP for daily operations, we provide structured support with guaranteed timeframes and measurable outcomes.
We don't just respond to issues—we proactively monitor, improve, and maintain your software and infrastructure with transparency and accountability built in.
What’s Covered
- Incident Response: Fast, prioritised responses based on issue severity, with clear escalation paths.
- Preventive Maintenance: Scheduled audits, log reviews, database optimisation, and health checks.
- Platform Updates: Patches, version upgrades, and compatibility adjustments handled regularly and safely.
- Performance Monitoring: Resource tracking and uptime checks with alerts for unusual behaviour.
- Minor Enhancements: Small UI improvements, report adjustments, and workflow tweaks included.
- Monthly Reporting: Summaries of actions taken, issues resolved, and system recommendations.
Service Tiers
| SLA Tier | Response Times | Availability |
|---|---|---|
| Standard | Next-business-day for non-critical, same-day for high-priority | Business hours (Monday–Friday) |
| Extended | 4-hour response for critical issues | 08:00–20:00 daily |
| Enterprise | 1-hour response with dedicated contact | 24/7 availability, including holidays |
What’s Included in Your SLA
- Issue Tracking: Every ticket logged, prioritised, and tracked to closure.
- Change Requests: Pre-approved hours for minor tweaks and improvements each month.
- Health Monitoring: We monitor uptime, response times, disk usage, and error logs.
- Version Control: Secure, documented deployment of system updates and patches.
- Advisory Services: Optional check-ins to review system usage and propose improvements.
Who It's For
- ERP Clients: Maintain system reliability, compliance, and user support post go-live.
- SaaS Operators: Deliver consistent user experience with a defined technical safety net.
- Franchise Networks: Keep shared platforms running across multiple branches or agents.
- Growing Teams: Avoid internal resource drain by offloading routine system support.
Why It Works
- Defined Expectations: Everyone knows what’s covered, what’s not, and when to expect action.
- Continuous Improvement: We don't just fix problems—we refine your system as it evolves.
- Cost Predictability: Monthly pricing for known coverage, with no hidden surprises.
- Aligned Priorities: Our success is measured by your system’s reliability and user satisfaction.
Get Started
If you rely on your ERP or digital systems daily, an SLA ensures you’re supported with structure and accountability.
- Request a comparison of SLA plans and pricing
- Schedule a review of your current system’s maintenance needs
- Email us at hello@velotech.mt