Services
Managed IT Maintenance (SLA)
We take end-to-end responsibility for the stability of your platform, under contractual SLAs with four severity levels. Your team focuses on the product; we guarantee the platform.
What we take over
Managed IT services under SLA means a defined scope of responsibility, not a pool of man-days.
- 01
24/7 monitoring and alerting
We instrument your infrastructure and applications, define alert thresholds with you, and watch them around the clock. Incidents are detected by us, not reported by your users.
- 02
On-call incident response
A senior engineer is on call at all times. When an alert fires, we respond within the contractual window for its severity — nights, weekends and public holidays included.
- 03
Guaranteed response times
Every incident is classified P1 to P4, and each severity carries a contractual response time and update cadence. You know in advance how we will react before anything breaks.
- 04
CI/CD pipeline ownership
We own your build and deployment pipelines: we maintain them, fix them when they break, and keep releases repeatable. Your developers merge; the pipeline is our problem.
- 05
Security patching
We track advisories for your operating systems, runtimes and dependencies, and apply patches on a defined schedule. Critical vulnerabilities are patched out of cycle.
- 06
Bug fixing and maintenance
Corrective maintenance is part of the contract, not a change request. We reproduce, fix and deploy, with the same severity discipline as infrastructure incidents.
- 07
Backups and recovery
We manage backup schedules, retention and encryption, and we test restores on a regular basis. A backup that has never been restored is an assumption, not a safeguard.
- 08
Monthly reporting and review
Each month you receive a report covering incidents, SLA attainment, changes and risks, followed by a review call. You see exactly what you are paying for.
Severity levels and response times
Our commitments are graded by business impact. Each incident is assigned a severity when it is opened, and that severity dictates how fast we respond and how often we report progress.
P1≤ 1 hour, 24/7
Production down or critical business impact; no workaround available.
Every 30 minutes
P2≤ 4 hours, 24/7
Major function degraded or serious performance impact; a workaround exists.
Every 2 hours
P3≤ 1 business day
Limited malfunction with low business impact; normal operations continue.
Daily
P4≤ 2 business days
Minor issue, question or improvement request with no operational impact.
Weekly
This grid is indicative; the final severity definitions, response times and remedies are defined contractually for each engagement.
How the take-over works
Transferring responsibility for a platform is an engineering exercise, and we run it in four deliberate steps.
01
Audit
We map your infrastructure, code, pipelines, dependencies and existing incidents. The output is a written assessment of risks and of what a credible SLA can cover from day one.
02
Transition plan
We agree on scope, severity definitions, response times and escalation paths, then plan the handover with your current team or provider. Nothing moves until responsibilities are written down.
03
Stabilisation
We put monitoring, alerting, backups and deployment under control, and we resolve the defects that would make the SLA untenable. This phase ends when the platform is measurably stable.
04
Steady-state run
The full SLA takes effect: 24/7 monitoring, on-call response, patching and reporting. From this point on, platform stability is contractually our problem, not yours.
Tooling we operate
We run proven, widely adopted tools — and we work with the stack you already have rather than forcing a migration.
Monitoring & alerting
- Grafana
- Prometheus
- Datadog
- Sentry
- PagerDuty
CI/CD & automation
- GitHub Actions
- GitLab CI
- Terraform
- Ansible
- Argo CD
Platforms & runtimes
- AWS
- Azure
- Google Cloud
- Kubernetes
- Docker
- PostgreSQL
What changes for you
The point of the contract is a transfer of responsibility, and it shows in how your organisation spends its time.
Your engineers build product
Interrupt-driven operations work leaves your roadmap. Your developers stop carrying pagers and stop losing sprints to infrastructure firefighting.
Predictable incident handling
Every incident follows the same contractual path: classified, answered within its window, reported on cadence. Outages stop being improvised crises.
A platform that stays patched
Security updates, dependency upgrades and backup tests happen on schedule because they are our contractual obligation, not a task competing with your feature work.
Accountability you can audit
Monthly reports document incidents, SLA attainment and changes. You hold one accountable partner, with evidence, instead of a diffuse set of internal duties.
Frequently asked questions
01How long does the take-over take?
It depends on the state of the platform. The audit typically takes a few weeks; stabilisation can run from several weeks to a few months. The full SLA takes effect once the platform meets the baseline we agree on, and we state that timeline in the transition plan.
02Can our own developers keep working on the product?
Yes, and that is the intended setup. Your team keeps building features while we own the platform: monitoring, deployments, patching and incident response. We agree on interfaces — code review gates, deployment windows, escalation paths — so both sides know where responsibility sits.
03Are the SLA terms negotiable?
Yes. The grid on this page is our standard starting point. Severity definitions, response times, coverage hours and remedies are set contractually per engagement, based on what the audit shows and what your business actually needs.
04Where is the team located, and how do you handle GDPR?
Our engineers are in Bucharest, one hour ahead of CET, so our business hours overlap almost entirely with Paris, Berlin and Amsterdam. On-call coverage is 24/7. We operate under GDPR, keep data within the EU where residency is required, and sign a data processing agreement as part of the contract.
Let’s talk about your technical operations
A 30-minute introductory call with a senior engineer — no sales script, no obligation. We listen, we ask questions, and we tell you honestly whether we can help.