SLA website support with guaranteed response times — from €390/month
When checkout breaks or bookings stop, every minute costs you money. With SLA support, response and recovery times are written into the contract — not left to chance.
per month
response
& monitoring
per month
What's covered by an SLA
Guaranteed response times
Site down, checkout broken, or a typo on a landing page — each incident class has a written response and recovery target. No "we'll look when we can."
Monitoring that catches issues first
We watch uptime and page speed around the clock. If your site slows down or goes offline, we're alerted before your customers start emailing you.
Incident classification
P1 — site completely down. P2 — payment or booking flow broken. P3 — minor content fix. Each has its own response window, so urgent issues don't queue behind small edits.
On-call outside business hours
Depending on your plan, we cover extended hours or full 24/7. If your store goes down at 2 AM on a Saturday, someone is actually on duty.
Clear scope — for both sides
SLA covers incidents, monitoring, and small content edits. New features, redesigns, and failures of third-party services outside our control are not part of the contract.
Monthly incident report
Every month you get a breakdown: what broke, how fast we reacted, uptime percentage, and any recurring issues worth fixing at the root.
Compensation if we miss targets
If we breach the agreed response or recovery time, the SLA defines credits. That's the point of a contract — accountability, not promises.
How SLA support works — 4 steps
Audit and SLA setup
We map your stack — hosting, CMS, payment gateway, booking engine — and agree on incident classes, response targets and escalation paths. You get a contract, not a promise.
Monitoring and alerting
We watch uptime, page speed and checkout flow 24/7. If something breaks at 3 AM, our on-call engineer sees it before your customers do — and starts working to the agreed clock.
Incident response
Every issue gets a class — P1, P2 or P3 — with a fixed response and recovery window. We fix, document and confirm with you. No "we'll look into it when we can."
Monthly SLA report
You receive a report with every incident: what happened, when we reacted, when we restored, and whether we met the target. If we miss a window, the SLA defines the compensation.
SLA maintenance plans
62% off the first month — in exchange for permission to publish your case.
For businesses that lose money only during office hours.
- Response within 30 min, Mon–Fri 9:00–18:00
- Site-down fix within 2 hours
- Payment issue fix within 4 hours
- Small edits within 1 business day
- Uptime and speed monitoring with alerts
- Monthly incident report
Covers evenings and weekends when checkout traffic peaks.
- Everything in Working Hours
- Response within 15 min, 8:00–22:00 daily
- Site-down fix within 1 hour
- Payment issue fix within 2 hours
- On-call engineer on weekends and holidays
- Proactive alerts before your customers notice
For booking platforms and services where downtime never sleeps.
- Everything in Extended
- Response within 10 min, around the clock
- Site-down fix within 30 min
- Payment issue fix within 1 hour
- Dedicated manager and priority escalation
- Quarterly technical audit included
4 reasons to work with us
Start today
A short Zoom brief — and we take the site under control. No 30-page spec, no two-week sign-off.
Below-market price
From €190/month with a discount for a published case. A fixed amount in the contract — no surprise add-ons.
Full transparency
Monthly reports, tasks in a tracker, a Telegram chat. You see what's done in real time.
Guarantees in the contract
A fixed SLA, backups with restore testing, a refund at the start if it's not a fit.
SLA website support in Cyprus — when every minute of downtime costs you money
Standard support works on a "we'll get to it when we get to it" basis. For a business taking online bookings or payments, that's not support — that's a gamble. Every hour your checkout is broken, you're not just losing orders; you're paying for ads that send people to a dead end. SLA support replaces hope with a contract: response times, recovery targets, and someone who is actually accountable when things go wrong.
Not all incidents are equal, so we don't treat them that way. A typo in a blog post can wait until morning. A payment gateway that silently fails cannot. Our SLA defines three incident classes with hard numbers. Priority 1 — site down or checkout broken: response within 15 minutes, recovery target 2 hours. Priority 2 — a key feature degraded, like booking forms or search: response within 1 hour, recovery target 4 hours. Priority 3 — minor edits and non-critical fixes: response within 4 business hours, delivered within 2 business days. These targets are written into the agreement, not implied.
We also monitor before you notice. Uptime checks run every minute from multiple locations, and we track page speed and SSL expiry too. If your site slows down or a certificate is about to lapse, our team gets an alert — and often fixes it before a single customer sees an error. On top of that, every month you receive an incident report: what happened, when, how long it took to resolve, and what we changed to prevent it from happening again.
Coverage depends on the plan you choose. The base tier covers business hours, Monday to Friday, 9:00–18:00 Cyprus time. The extended tier adds evenings and Saturdays. The top tier is 24/7/365 — nights, weekends, public holidays included. If your site serves customers who book at 11pm or order before work, that's the tier where downtime stops being a revenue risk.
Let's be clear about boundaries: SLA support covers keeping your site alive, secure, and performing — not building new features, redesigning pages, or debugging third-party services we don't control. If your payment provider has an outage on their side, we escalate and coordinate with them, but their infrastructure isn't our responsibility. This clarity protects both sides and keeps the agreement honest.
SLA support case studies
SLA Support FAQ
What exactly does an SLA cover that regular support doesn't?
What counts as an incident?
How fast do you react when the site goes down?
What if payment processing breaks on a Saturday night?
Do you monitor the site proactively?
What's NOT included in the SLA?
What if the hosting provider is at fault?
Is there compensation if you miss a response target?
Can we start with the basic plan and upgrade later?
Do you work at night and on holidays?
Is there a long-term contract?
Still not sure which level fits?
Tell us what downtime costs you — we'll recommend a plan and explain the math.
Related services
Let's put your SLA in writing
Tell us what "down" costs your business. We'll propose a response time that matches — and commit to it contractually.
Request sent
Thanks! We'll get back to you within one business hour. If your site is down right now, message us on Telegram — that's the fastest channel.
We connect monitoring, define incident classes and agree on response times within 2 business days. Your first month is €390 instead of €690 — so you can test the SLA without a long-term contract.
A 45-minute call: we map your critical paths — checkout, booking, lead forms — and set alert thresholds. You get a draft SLA document the next day.
