Support with response times in writing
CALATECH support and maintenance services keep the platform running and adapt it as your requirements change, covering deployments, modifications and new builds, under an agreed SLA with response times you can hold us to.
Why an SLA in writing matters
Best effort is not a commitment
Support without agreed response times means you find out how fast we are only when something is already broken.
Gaps outside office hours
A fault at 2am is worth nothing to you if the support only starts at nine.
No record when it counts
When a response time is disputed, a promise nobody wrote down settles nothing.
What the SLA covers
Priority-based response, in writing, matched to how critical the issue is.
Critical, urgent and routine, each with its own agreed response time, so severity drives the clock.
Support from 08:00 to 17:00, Monday to Friday, as the baseline cover.
Emergency contacts outside standard hours for critical issues that cannot wait.
Support for new builds, modifications and upgrades, not only break-fix.
Every issue logged and timestamped, so response times are evidenced, not asserted.
Cover matched to your operational needs and budget, rather than a single fixed tier.
What it gives you
Response times you can hold us to
Priority-based response agreed in writing, and tracked, so the commitment is real.
Cover when it matters
Standard hours as the baseline, with emergency contacts for critical issues out of hours.
Plans matched to you
Support scaled to your operational needs and budget, not a single fixed package.
What you get
Priority tiers and response times in writing, so expectations are clear on both sides.
A known way to reach someone technical, rather than a general inbox.
Every issue logged and timestamped, so the SLA is evidenced when it is questioned.
Cover for deployments, modifications and new builds, not only for things that break.
How it is delivered
Agree
We agree priority tiers, response times, hours and the escalation path, and put them in writing.
Onboard
We document your environment so support starts informed, not from scratch on the first call.
Support
Issues are logged, prioritised and responded to within the agreed times, and tracked throughout.
Response times are agreed and documented, not implied by best effort.
Every issue is logged and timestamped, so the SLA is evidenced.
You reach someone technical, not a queue that reads from a script.
Cover matched to your needs and budget, not a single fixed tier.
Common questions
Priority-based, agreed with you in writing. Critical, urgent and routine issues each have their own committed response time.
Standard cover is 08:00 to 17:00, Monday to Friday, with emergency contacts outside those hours for critical issues.
No. It covers deployments, modifications and new builds as well as break-fix.
Every issue is logged and timestamped, so response times are evidenced rather than asserted.
Yes. Plans are flexible and matched to your needs, so you are not forced into a single fixed tier.
Related solutions
Network Monitoring and Metrics
Real-time visibility powered by Zabbix, so support acts on trends, not just tickets.
Network Design, Audit and Optimisation
Find out where the risks are before you agree a support commitment around them.
Get support you can hold to a number
Talk to an engineer about an SLA, or start with an audit of what needs supporting.