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- Support & Maintenance (SLA)
Support & Maintenance (SLA)
Reliable performance for your business-critical applications
Business-critical applications are essential for the continuity of your operations. Especially with bespoke software or a landscape with many API integrations, there is a risk that functionalities may fail. That's why SIENN offers Support & Maintenance.
With Support & Maintenance, we actively monitor changes in the tech stack together with you and perform proactive maintenance. This allows us to respond immediately to necessary (security) actions and updates. You can also rely on our expertise in the event of incidents and support requests. Although we naturally do everything we can, together with you, to prevent incidents through proper maintenance.
Why an SLA is key to continuity
It is every ICT Manager’s, CEO’s, or Production Manager’s nightmare when work comes to a halt. Our clients choose an SLA because they believe it is crucial for their operations.
It ensures transparency, accountability, and clarity. It lays the foundation for a reliable collaboration and ensures that your business-critical applications function optimally. And that is essential to the success of your organization. Below you will find the components included in all SIENN Service Level Agreements.
Continuous support for your business-critical applications
At SIENN, we respond quickly to technical issues and user questions and resolve software errors and bugs for you. We have set up several processes in software development quality assurance to ensure that our services remain at the required level and that your business-critical applications continue to function properly. You can always make use of:
The service desk
For asking questions, reporting disruptions, and submitting change requests. Depending on your preferences, we can make agreements about the availability of the service desk and the underlying support.
Incident management
To resolve service disruptions as quickly as possible. For example, if an employee, with the correct permissions, is still unable to use the service properly. We address this in several steps. First, we determine the priority, then the impact, followed by the urgency, and then decide how quickly we need to respond and restore.
Problem management
To ensure the highest possible quality of your services, we minimize the negative impact of incidents. Has an incident occurred before? Then we take measures to prevent those incidents in the future or reduce their impact. We investigate incidents, identify connections, and implement structural solutions.
Change management
For implementing changes in a structured way to improve the quality of the service. At the same time, the risks of service disruption are kept to a minimum. We distinguish between two types of changes: Normal and Emergency. Each with a different approach and timeline.
Service request management
To handle service requests effectively and efficiently. A Service Request is a question or request from an authorized user to the Service Desk that does not require a change to the service. For example, obtaining information or advice, resetting passwords, or granting access rights.
Reliable application maintenance
SIENN provides maintenance and IT support for your web applications, including updates, performance improvements, and compatibility with new technologies.
Ideally, you will notice little when we carry out maintenance. We aim to perform it in a way that causes as little disruption as possible for users. All maintenance activities that may affect the use of a service are of course discussed with you in advance.
These are the two types of maintenance at SIENN:
Planned maintenance
This takes place as much as possible during scheduled maintenance windows. You will always be informed at least three business days in advance that maintenance is due.
Emergency maintenance
This is required when we need to intervene immediately. In that case, we of course consult with you as soon as possible.
Your data is safe with SIENN
Security aims to prevent and limit the risks that may arise when unauthorized parties gain access to your organization’s data, a key focus in secure software development.
In addition to all security measures taken to ensure that business information is protected, we also keep track of which employees are authorized to submit requests or adjust authorizations. If we discover a security incident or data breach, we will of course inform you immediately.
Expand and scale with SIENN
SIENN also provides the possibility to expand and scale your systems. This flexibility gives your organization the room to respond quickly to changes in the market.
Expanding and scaling software is necessary when the existing software infrastructure no longer meets the growing needs and requirements of your organization. It is useful to have this option. For example when you have an increase in users, a higher workload, or the need for new functionalities to meet changing business requirements.
What is a Service Level Agreement?
An SLA is a legal document that defines the expectations, responsibilities, and standards for the services provided between a service provider and a client. It is a binding contract that describes the quality and availability of the services delivered, providing both parties with a clear framework for collaboration.
Although the exact content of an SLA may vary depending on needs and agreements, there are several common elements that are often included in an SLA for IT. Think, for example, of general information such as contact details and the start date of the agreement. The purpose and objectives, the scope of the services, the service levels, responsibilities for both parties, escalation procedures, and security measures. A well-defined SLA is important for a healthy working relationship between service providers and clients.
Need help with your business-critical applications?
Do you need support for your application or software? SIENN is there to help you. Get in touch and we will look at how we can keep your business-critical applications healthy. Together we ensure that your technological infrastructure continues to contribute to the success of your organization.
What can we do for you?
Get in touch with us to explore opportunities or request an intake.