What exactly does the SLA cover?

First-response and resolution times per severity level, with severities defined in writing and credits if they are missed. We also state explicitly what is not covered — typically third-party failures outside our control, where we act as intermediary but cannot guarantee a deadline.

Do you support systems you did not build?

Yes, and it is common. In those cases we run an environment assessment before taking on the SLA — committing to deadlines on a system we do not know would be an empty promise. That assessment usually takes one to two weeks.

How do you access our systems securely?

Named per-person access, mandatory two-factor authentication, least privilege and an audit trail of everything done. No shared vendor credentials — which are one of the most common routes to unauthorised access we find in audits.

Support with an SLA that means something

Human bilingual support with real SLA. Proactive operation, incident management and a backlog of evolution — not just password resets.

An SLA without consequences is marketing. When a contract promises a four-hour response but says nothing about what happens if it is missed, the promise costs the vendor nothing — and is therefore worth nothing to the customer.

Our SLA carries credits for breach. That is what turns a promise into a commitment and aligns our incentive with your uptime.

Where we operate

L1/L2/L3 support
Incident management and postmortems
Bilingual service (PT/EN/ES)
Optional after-hours rotation

What you get

Contractual SLA with clear metrics
Customer portal for tickets
Monthly support report
Named point of contact

How support actually works

First we map your environment and write the runbook: what exists, what is critical, who is called for what and in which order. Without it, every ticket starts from zero and the first half hour disappears into context.

Then we classify by business impact rather than by who shouted loudest. Billing down is severity one; an internal report with a broken layout is not. That classification is agreed with you beforehand, so it never becomes a negotiation mid-incident.

What we measure and show

A monthly report with response and resolution times per severity, incidents by root cause, and what was done preventively. If the same cause appears three months running, the problem is not support — it is structural, and we will say so.

The stated goal is for ticket volume to fall over time. A support vendor billing per ticket has an inverted incentive; ours is a period contract precisely so that fixing things for good is good for both sides.

Frequently asked questions

What exactly does the SLA cover?
First-response and resolution times per severity level, with severities defined in writing and credits if they are missed. We also state explicitly what is not covered — typically third-party failures outside our control, where we act as intermediary but cannot guarantee a deadline.
Do you support systems you did not build?
Yes, and it is common. In those cases we run an environment assessment before taking on the SLA — committing to deadlines on a system we do not know would be an empty promise. That assessment usually takes one to two weeks.
How do you access our systems securely?
Named per-person access, mandatory two-factor authentication, least privilege and an audit trail of everything done. No shared vendor credentials — which are one of the most common routes to unauthorised access we find in audits.

Projects usually need more than one track. These are the ones that most often come with this.

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