Maintenance, Support & SLA Model

Maintenance, Support & SLA Model

Post Go-Live Support and Structured Maintenance for Institutional Platforms

Post Go-Live Support

Support continues beyond launch with clearly defined response and resolution times for incidents and service requests.

A ticketing and escalation process ensures transparency for all stakeholders.

Post Go-Live Support
CMS Maintenance & Patching

CMS Maintenance & Patching

Routine maintenance covers Umbraco, .NET, and third-party components, following testing in lower environments.

Maintenance windows are planned with the client to minimize disruption to citizens and internal users.

Security Updates & Monitoring

Security advisories are monitored and relevant fixes are applied as part of the maintenance plan.

Performance and availability monitoring helps detect issues early and maintain service quality.

Security Updates & Monitoring
Reporting & Status Reviews

Reporting & Status Reviews

Monthly or quarterly reports cover uptime, incidents, changes, and planned improvements.

Regular review meetings align technical roadmap and business priorities with stakeholders.

Change Management

All changes follow a structured change management process including impact analysis, approvals, testing, and rollback plans.

This supports internal governance, audit, and risk management requirements of government and financial institutions.

Change Management

Frequently Asked Questions

Critical (service down): 1hr response/4hr resolution. High: 2hr/8hr. Medium: 4hr/24hr. Low: 8hr/next business day.

Critical: within 72hrs. High: within 14 days. Monthly scheduled patching for low/medium issues after staging validation.

Impact analysis → Risk assessment → Stakeholder approval → Test deployment → Production rollout → Validation → Rollback plan.

Yes—named Technical Account Manager (GST timezone), weekly status calls, monthly business reviews, and 24/7 critical incident escalation.

48hr advance notice when possible, off-peak scheduling (2-4am GST), zero-downtime strategies, rollback capability, post-maintenance validation.

99.9% monthly uptime SLA with credits for downtime. Multi-region redundancy, synthetic monitoring, and proactive alerting included.

Monthly reports: uptime, incidents, changes, performance trends, security findings. Quarterly executive business reviews.

Admin workshops, editor training, governance playbooks, video tutorials, cheat sheets, and 30-day post-go-live support hypercare.

Yes—24/7 critical incident response, rotating on-call engineers, automated alerting, and escalation to senior architects when needed.

Monthly capacity reviews, auto-scaling rules, performance forecasting, load testing, and infrastructure optimization recommendations.
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