Repeat incidents dropped by roughly 62% after the move to a systematic process
Case studies / SLA support for a digital product
Support & SLA · Website and applicationSLA support for a digital product
A digital product with a web cabinet and regular releases accumulated failures, manual hotfixes and unclear responsibility between contractors, development and the business team. Support worked in permanent firefighting mode.
−62%
Repeat incidents
After the SLA process
15 min
Average reaction
For critical issues
1
Responsibility contour
One entry point instead of several vendors
Scope of work in this project
- Analysed why the product kept falling into emergency mode and where control was lost
- Introduced one order of work with tasks and priorities instead of chaotic urgent threads
- Set up monitoring so the team learns about critical problems before users do
- Removed unscheduled emergency fixes as a normal mode of operation
What changed for the business
Critical issues are handled in about 15 minutes within the SLA contour
Support turned from chaotic load into managed product operations
Website & application support
SLA support for sites, cabinets and applications: incidents, releases and steady product development.
DevOps & server administration
Server operations, safe releases, backups and monitoring so that infrastructure stops being a single point of failure.
Technical audit & stabilization plan
A technical audit of a live product with a risk map, a first wave of fixes and an honest stabilization plan.
A similar process in your company?
We can walk through this project in detail: what the system replaced, how it was built and what it takes to launch something comparable.