OPERATE
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.
SPECIFICATION
What the SLA covers
Priority-based response, in writing, matched to how critical the issue is.
Priority tiers
Critical, urgent and routine, each with its own agreed response time, so severity drives the clock.
Standard hours
Support from 08:00 to 17:00, Monday to Friday, as the baseline cover.
Emergency cover
Emergency contacts outside standard hours for critical issues that cannot wait.
Deployments and changes
Support for new builds, modifications and upgrades, not only break-fix.
Tracked response
Every issue logged and timestamped, so response times are evidenced, not asserted.
Flexible plans
Cover matched to your operational needs and budget, rather than a single fixed tier.
What it gives you
ACCOUNTABILITY
Response times you can hold us to
Priority-based response agreed in writing, and tracked, so the commitment is real.
COVERAGE
Cover when it matters
Standard hours as the baseline, with emergency contacts for critical issues out of hours.
FLEXIBILITY
Plans matched to you
Support scaled to your operational needs and budget, not a single fixed package.
What you get
How it is delivered
01
Agree
We agree priority tiers, response times, hours and the escalation path, and put them in writing.
02
Onboard
We document your environment so support starts informed, not from scratch on the first call.
03
Support
Issues are logged, prioritised and responded to within the agreed times, and tracked throughout.
IN WRITING
Response times are agreed and documented, not implied by best effort.
TRACKED
Every issue is logged and timestamped, so the SLA is evidenced.
ENGINEER-LED
You reach someone technical, not a queue that reads from a script.
FLEXIBLE
Cover matched to your needs and budget, not a single fixed tier.
Common questions
Related solutions
OPERATE
Network Monitoring and Metrics
Real-time visibility powered by Zabbix, so support acts on trends, not just tickets.
ASSESS
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.