SLA - Operations & Support

Our Service Level Agreements include a fixed amount of hours. Starting at 6 hours per month and as high as necessary and useful for you and your project(s). This allows you to plan with a fixed maintenance budget.

You receive a quarterly report every quarter on the tasks we worked on and how much time was spent on them. Internally, we have continuous reporting to ensure we do not go above the budget and avoid unexpected costs.

Hours that were not used can be carried over into the next quarter. If there are sufficient hours available, then they can also be used for smaller features and change requests.

Otherwise, feature requests can either be added to a backlog for future consideration or spun out into a separate project with a cost estimate.

We maintain a number of tools for your communication, code and project management such as Gitlab and ActiveCollab, which we can share with you Many of these tools are hosted on our own infrastructure so that we fully own the data.

Alternatively, we can also use existing services that you are already using, for example Jira, Gitlab or Github.

Clients often work together with other agencies on topics such as SEO, marketing or analytics. We collaborate directly and efficiently with these agencies to achieve shared goals.

Websites are more and more integrated into other systems, such as CRMs, ERPs, campaigning software and more. In case of incidents, we can act as first contact and help the client identify the root cause of an issue and work with the responsible service provider to resolve the issue as quickly as possible.