SLA and technical support
We provide technical support with a contractual SLA based on severity, from critical incidents to simple adjustments, with a dedicated channel, an assigned technical team, traceability for every ticket, and automatic escalation. For companies that rely on websites and systems staying online and need a time commitment, not support whenever someone is available.
Delivered by Vitamina Digital, a VitaminaWeb group company.
What you get
- 01Severity-based SLA: critical, high, medium, and low
- 02Dedicated channel via Slack, email, or help desk
- 03Assigned technical team familiar with the project
- 04Traceability for every ticket
- 05Automatic escalation when a deadline is close to being missed
- 06Monthly SLA report
How it works
- Onboarding
We define severity levels, deadlines, and priorities with you.
- Channel
We set up the support channel and ticket workflows.
- Operations
Our assigned team handles tickets and documents their history.
- Monthly review
We review SLA metrics and make any necessary adjustments.
When it makes sense
When the site goes down, we don't know who to call or when it will be back online.
Every ticket goes to a different person, and we have to explain everything again.
Our current provider responds when they have time.
We need response deadlines written into the contract.
Frequently asked questions
What are the SLA response times?
Response and resolution times vary by severity, from critical, such as a site being down, to low, and are defined in the contract. We also create custom plans for each operation.
Is support available 24/7?
The standard plan covers business hours. For around-the-clock coverage, we offer a premium plan with overnight and weekend on-call support.
Can I use my help desk tool?
Yes. We adapt to your tool, such as Jira, Zendesk, or Freshdesk, or use Slack as a direct channel.
What happens if an SLA deadline is about to be missed?
The ticket is automatically escalated to the next technical and management level before the deadline is missed. The SLA is contractual, not a best-effort promise.
How much does a support plan cost?
It depends on coverage hours, SLA response times, and the size of the environment being supported. The price is set in the proposal after onboarding.