The Benefits of Using SLAs for Maintenance by TRIARE

Having a final product in hand is only part of the battle. You need to make sure that it’s supported, track updates, and respond to any changes that may affect internal business processes. When it comes to project technical support – SLA (Service Level Agreements) is the right choice for both sides. This way, you’ll make sure your business is tech-savvy and have a technical team you can rely on. In this article, we’ll go into more detail about SLAs’ key facts and how the TRIARE team can help you support your project.

What’s an SLA for websites and mobile apps?

Talking officially, an SLA (Service Level Agreement) for websites and mobile applications is a document in which the service provider and the client define support standards for a digital product and what issues should be solved. It’s a guarantee that the application or website will work properly, and technical support will respond to every user request. 

In other words, it’s an agreement between two parties about the website or application technical SLA support. If there are certain failures or updates are needed, the technical partner immediately responds, makes changes, and provides feedback to the client on the work done. As a business, you don’t have to worry about your product efficiency; the technical partner does it for you in accordance with the SLA. 

What exactly does the SLA for websites and apps cover? Let’s take a closer look.

The speed of support response: The document specifies how quickly the support team should respond to customer requests when something goes wrong in a system. The time may depend on the request’s priority or its complexity. As a rule, it varies within a few hours or days.

Time to solve the issue: In addition to response time, SLA clauses define how long it takes for the support team to resolve the issue. This is especially vital for mobile applications, which must always ensure stable operation.

Maintenance and updates: SLA also covers planned maintenance schedules, including how often updates or patches will be applied to the application or website. This ensures clients are aware of scheduled downtimes or brief interruptions required for system upgrades, which ultimately enhance service stability and security.

Data backup and recovery: The SLA also includes provisions for data backup frequency and recovery measures to prevent data loss during unforeseen events. This is especially important for websites or applications that handle sensitive data or transactions.

Responsibility for security: SLAs can include security aspects so that customers can be sure that their data is protected. This is important for applications that process financial or personal users’ data.

Reports and analytics: The terms of an SLA often include regular compliance reports. This allows customers to track service effectiveness and the company to make improvements on time and track work progress.

Why does every project need an SLA?

SLAs are essential for companies that rely on their digital products to run efficiently. It’s a clear guarantee that your products will meet user expectations, have reliable technical IT support, and be fixed by qualified specialists right away.

A well-drafted agreement defines the specific expectations and responsibilities of the parties, which helps to avoid misunderstandings in further cooperation. The SLA ensures responsibility for fulfilling the agreement terms and lets you measure the service’s effectiveness. It’s a must-have for maintaining a high level of customer service and keeping your digital product working right.

Provide technical support even before your product is released to keep it working smoothly and efficiently. This is your investment in the project’s stable operation and strong confidence in the technical support intervention when it’s needed.

List of services included in SLA maintenance packages 

In this section, you’ll find the key points we’ve added to the SLA agreement. Here’s the tech support basics every company needs – and at TRIARE, we deliver them like pros.

How TRIARE prepares for SLA-based support

We’ve put together a step-by-step plan to make sure you get the most out of the technical support of our specialists. It includes the following points.

• Onboarding process to understand the client’s system.

At this stage, our team studies everything about your product in detail: structure, functionality, available plugins, tech stack, and other features. In this way, we can figure out how it works and how to fix it. We’ll also discuss your expectations from our technical support and study additional documentation. 

• Building a dedicated team of specialists familiar with the client’s environment.

Depending on your project, we pick a team that specializes in similar products. It can be a team of developers, testers, designers, or other experts who are familiar with your technology and the tasks your product solves. The established team takes a deeper look at your product’s system and creates a step-by-step plan for effective work.

• Set up all necessary monitoring software and modules. 

To tackle any issues with your product, we rely on the right tools and specialized software. They will constantly monitor your website or application performance. At this stage, we’re focusing on tasks like accessibility monitoring, error checking, performance tracking, and keeping an eye on other key metrics.

• Establishing communication channels and escalation paths for seamless support.

Communication is an important stage of our cooperation. We set up convenient channels for you to get in touch with our experts. When something goes wrong, you’ll know who to contact, where to write, and who’ll support you. We’ll quickly figure out who’s the best person to handle your request and how long it’ll take.

What should a business consider before using an SLA?

As with any business deal, you should first analyze everything in detail. If you have clearly decided that you need to enter into an SLA with a technical partner, we recommend that you consider several important aspects before signing the contract.

First, clearly define what technical support services you need, what level of service is acceptable for you, and what your business goals are. It’s important to set specific metrics by which you will evaluate the performance of your technical partner. Also, a clause on compensation terms should be considered in case of non-compliance with the agreement. 

In addition, you should prepare processes for monitoring SLAs, including regular reporting and metrics analysis. This will let you, as a client, receive timely information about the quality of service and respond to possible issues. At last, don’t forget to check whether the service provider has experience in the industry to ensure service reliability and quality.

Business benefits from using our SLA technical support

You will feel the first benefits and our support already at the first stages of cooperation under the SLA. But if we analyze them in more detail, here are the main ones.

• Thanks to the SLA, you can expect a faster response to support requests. This approach will ensure that any issues with your product are resolved promptly.
• A dedicated team of technical specialists with in-depth knowledge of your system, ready to resolve any issues promptly and efficiently.
• Having clear service expectations will help your company allocate resources more efficiently. This will reduce downtime and optimize team productivity. 
• Stable and reliable support will lead to higher customer satisfaction. They will feel that their needs are taken into account and mistakes are resolved upon request.
• The SLA will provide regular reporting on the fulfillment of conditions. This will let you control the service quality and respond to possible changes in time.
• Clearly defined SLA terms help reduce service-related risks. After all, you know exactly what to expect from your service provider.

The TRIARE expert insights about using SLA technical support for web and mobile projects

We believe that SLAs are a definitely vital tool for ensuring high-quality service in web and mobile projects. When you clearly define the terms of the SLA, it helps to create specific expectations for solving any issues, which is especially important for user support.

We also consider it important to include specific metrics for performance monitoring in the SLA. For example, system uptime and response time to requests. This helps the team to respond quickly to system issues and ensure the digital product’s continuous operations.

Further, our TRIARE experts point out that SLAs reduce risks associated with launching new features. After all, the presence of clear commitments ensures that all changes will be implemented in full and with due regard for user service.

In general, the use of technical support SLAs in web and mobile projects ensures transparency in customer interaction and increases their trust in your company. So think about this point before your project release phase so that it brings maximum benefit to your business and your target audience as well.

Conclusion

As you can see, technical support and signing an SLA is another step towards your project’s success. To be sure of its correct and persistent operation, think about this step in advance. Our team will be happy to become your partner and provide technical support for your digital brainchild. We know how to quickly resolve any technical issues for both websites and mobile applications.

With our expertise and your business goals, we will provide a full cycle of technological support that will bring benefits to both your business and your customers in the long run.