SUPPORT MANAGED SERVICES
Ticket-based support with clear prioritization and measurable SLAs – for operational stability and reliable response times without organizational friction.
Typical: SLA compliance >99%
OUTCOME
Fast response according to P1/P2/P3
Clean handovers, documented solutions
Transparency on status and causes
TYPICAL DERIVABLES
EU support hours: 08:00–17:00 (extendable)
SLA logic based on priorities (P1/P2/P3)
Ticket-only (further development can be ordered separately)
When clients come to us
Regular Incidents
or recurring support topics
Lack of Transparency
about status, causes, and solutions
Releases/Changes
leading to production disruptions without a clean process
Need for SLA-based Support
without tying up a "project team"
Bottlenecks
in the internal Admin/IT team
Typically included
Ticket intake and processing
based on priority (P1/P2/P3)
Standardized communication
Status, ETA, documented solution
Handover/Coordination
via defined support channels
Knowledge building
knowledge base/runbook-like documentation
Explicitly not included*
*(unless ordered separately)
Contingent further development/optimization
(Run/Optimize)
Unprioritized ad-hoc tasks outside the ticket process
"Always-on" 24/7 without an explicit SLA model
SERVICE FACTS
EU SUPPORT HOURS
08:00–17:00 (extension possible on request)
SLA
SLA compliance >99%
TYPICAL DELIVERABLES
SLA/Priority Model (P1/P2/P3)
and support process
Ticket Documentation
with traceable solution
Handover/Knowledge Artifacts
FAQ, Known Errors, Admin Notes