Service Level Agreements

A Service Level Agreement (SLA) is used for quality assurance and the trouble-free operation of websites or web applications. The exact performance characteristics and quality levels (service levels) of the service are defined in the SLAs.

After gaining many years of experience as a digital agency in countless, sometimes very different projects and getting to know the customer's needs very well during this time, we have now bundled our services into so-called SLA packages.

In the past, we have often served certain customer needs on an ad hoc basis, but in the background we have always worked on workflows, automation, processes and software that now enable us to offer cleverly put together and, above all, tried-and-tested SLA packages.

SLA packages Minimum, Basic, Pro, Business and Custom

Our service level agreements include the following services, which are essential for the operation and maintenance of websites or server/web applications. In addition to partially automated services such as monitoring and backups, the SLAs also include a project management setup for collaboration between the customer and agency.

• Project management software
  The project management software Teamwork is the central, transparent platform for everything that happens in the project: This is where planning, collaborative work, delivery and documentation take place. The progress of the project or the status of certain tasks is always visible and the transition from projects to operations as well as expansion stages and support is seamless. Everything that is relevant to the project comes together permanently in teamwork - i.e. in one place.
• Staging Infrastructure & Maintenance
  Maintenance and operation of two (staging) environments for LIVE operation and further development (DEV) / updates (further feature environments possible); connection of the version control system (GIT) to the server; setup and maintenance of a deployment strategy suitable for the project
• SSL
  Setup and automated renewal of an SSL certificate for an encrypted connection to your project

• Continuous maintenance: backups
  A complete backup of your projects is created daily by an external server and stored there. Daily backups are kept for 14 days, weekly backups for the last 8 weeks and monthly backups for the last 10 months. In the event of damage (e.g. due to hardware defects or hacking), the affected projects can be completely restored from a backup.

   

• Continuous Maintenance: Security Updates & other Software Updates
  Highly critical and critical: within the next 8 working hours after release of the update. Other security updates within 5 working days

• Continuous Maintenance: Testing: Visual Regression & Basic Functional Tests
  During testing, any anomalies or faults after updates are logged as tasks. These tasks are processed or released first.

   

• Continuous Maintenance: Basic Website Monitoring
  Uptime tests for HTTP requests (Is the site accessible?); SSL certificate test (Does the connection encryption work?); DNS test (Is the domain name resolved correctly?); on request: automatic e-mail report and/or own status website
• Continuous Maintenance: Advanced Website Monitoring
  Monitoring and defense against DOS attacks; Mixed Content Scan (check for mixed URL schemes in the content - otherwise leads to error messages in the user's browser); Broken Link Scan (automatic detection of faulty links)
• Continuous support
  a) Support for users: Clarifying questions about operation, e.g. resetting passwords, creating revisions, content editing in the backend, etc. b) Support by developers: Questions / problem analyses that require debugging or analysis of code or configurations. With pre-booked support hours, we ensure an initial response to tickets created within the next 8 working hours.
• Continuous development (further development)
  Continuous further development of the project or individual features, planning and securing manpower (e.g. developer) resources

SLA Matrix

We will be happy to help you decide which maintenance plan (SLA / Service Level Agreement) might be right for you. Certain combinations can generate price advantages.