SLA models & support packages
A support model that fits your operational needs.
Which systems need quick support, which tasks stay internal and which times are really crucial? We translate your requirements into an understandable scope of services with clear responsibilities, priorities and measurable agreements. This allows you to compare support packages and plan collaboration before a disruption puts expectations to the test.
Your options
Services that move your project forward
Identify business needs and systems
We look at important processes, affected user groups and the consequences of interruptions. This creates a basis for appropriate service times and priorities.
Your scope of support is based on actual needs.
Describe services and limits
We specify supported systems, tasks, contact channels and your team's contribution. Standard requests, changes and additional projects receive clearly defined boundaries.
Both sides know what is part of the agreed service.
Define priorities and measurement
Impact and urgency form the basis of the classification. The beginning, interruption and end of a measurement are described for the agreed objectives.
Assess service metrics against clearly defined measurement rules.
Coordinate times and escalation
Service windows, on-call arrangements and additional coverage follow business requirements. Contacts and escalation levels define the route to support during important events.
The agreed access to support is organized in an understandable way.
Plan service transition and prerequisites
Documentation, accesses, known problems and interfaces to third parties are checked before the start of service. Necessary preparatory work is incorporated into a realistic takeover.
The service starts with clear requirements and an orderly handover.
Discuss performance regularly
Service reports, recurring concerns and changes in the company are considered together. Adjustments to the scope are given a comprehensible decision-making process.
The model can be further developed with your requirements.
Where to start
SLA models & support packages Use cases
Three example situations show how we can help.
Previous support promises are too vague
We specify systems, times and processing goals so that services can be compared.
A growing business needs more coverage
User groups, locations and critical processes are assessed together before additional support is agreed.
Internal IT and service providers to work better together
Clear tasks, handovers and escalation paths facilitate joint processing.
From requirements to results
A clear process with agreed milestones
Clarify requirements
We record systems, critical times and existing responsibilities.
Design the service model and objectives
We define service scope, priorities, measurement rules and the contribution expected from each team.
Finalize prerequisites and proposal
Transition work, cost components and outstanding dependencies are set out clearly.
Agree the start date and service reviews
We confirm the start date, contacts and schedule for reviewing the service.
Your benefit
What you receive
- A clear service catalog for the agreed scope.
- Defined service times, priorities and measurable processing goals.
- Documented prerequisites, responsibilities and escalation paths.
- A proposal distinguishing recurring services and possible additional work.
Ways to work with us
Choose a starting point that fits your needs. We agree the scope and required effort in a tailored proposal.
Support requirements and SLA review
For clarity: requirements, existing agreements and gaps in service definitions.
Request a quote: Support requirements and SLA reviewDesign your support package
For a concrete engagement: service catalog, hours, objectives and transparent costs.
Request a quote: Design your support packageAdapt an existing service
For changing needs: Review, adaptation and orderly expansion.
Request a quote: Adapt an existing serviceSYNEDAT PLATFORM
Platform experience for your project
We use these selected tools in SYNEDAT PLATFORM or its delivery processes. We adapt suitable practices to your project and align their integration with your existing systems.
Deployment and platform automation
Kubernetes · Azure Kubernetes Service · Helm · Argo CD · Terraform
Versioned configuration and declarative deployment connect infrastructure and applications. GitOps makes proposed changes reviewable and the desired state explicit. Operational transitions and recovery procedures are still planned for the specific application.
Repeatable changes and clearer responsibility boundaries.
Identities, secrets and policies
Keycloak · OpenBao · External Secrets · Kyverno
Sign-in, technical secrets and platform policies serve different purposes. We connect them with roles, limited permissions and documented exceptions. The selected tools form part of a common access and operating model.
Controlled access and more consistent platform policies.
Observability and operations
Prometheus · Grafana · Alloy · Loki · Tempo
Metrics, logs and traces provide different views of applications and platforms. We organize data sources, dashboards and alert paths around specific operating questions. Retention, sensitive data and costs are considered when planning data collection.
Better incident diagnosis and informed operating decisions.
Questions before you get started
What is a Service Level Agreement?
A service level agreement defines services and measurable objectives within an agreed framework. It covers scope, service hours, priorities, measurement rules and the responsibilities of each party. The agreement must fit the systems being supported.
What is the difference between response time and resolution time?
The response time refers to the agreed start of qualified processing or feedback. A solution can depend on diagnostics, approvals, spare parts or third parties. Both goals are therefore described with their respective measurements.
How is the priority of a ticket determined?
Impact and urgency are considered according to coordinated criteria. A failure of a central business process can be classified differently than a single convenience function. Classification and subsequent changes remain traceable.
Are all changes included in the support package?
This depends on the agreed service catalog. Recurring standard tasks, planned changes and new projects can have different ways of commissioning. These limits are described in the offer before the start.
Can different systems have different service hours?
Yes. System groups or priorities may require different coverage. Contact availability, on-call arrangements and staffed handling are specified for each scope so that the agreement is clear.
How are cloud providers and other service providers taken into account?
Interfaces, responsibilities and necessary handovers are documented. Commitments from external providers must be considered separately. The service model describes the coordination that SYNEDAT takes over and the dependencies that exist.
What happens if requirements change?
New systems, user groups or service times are included via an agreed change process. Effort, prerequisites and effects on existing goals are clarified before the adjustment.
How can offers be sensibly compared?
Compare supported systems, included tasks, service hours, priorities, measurement rules and additional costs. Documentation, your team's responsibilities and handover procedures also matter. We make these points explicit so that you can assess the differences.
Discuss your next step
Which support commitments matter most to your operations?
Describe your systems, critical operating hours and internal responsibilities. We will turn them into a concrete support proposal.
SLA models & support packages
Your next step
Tell us what you need. We will route your enquiry to the right team and discuss the next steps with you.
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