SLA
Support you can trust - with clear guarantees. Every project has different support needs. That’s why we offer a range of service level agreements (SLAs). From critical platforms to development environments, we help you match the right SLA to your goals.
Why choose an SLA?
Align support with your project’s needs.
Not every project needs 24/7 response, but some absolutely do. Our SLA formulas give you flexibility and transparency:
✔️ Define clear response times for incidents and support requests
✔️ Match support hours to your project’s business hours or 24/7 needs
✔️ Prioritize critical vs normal issues – your team stays in control
✔️ Gain access to regular reporting and proactive insights (depending on SLA level)
✔️ Establish clear expectations for uptime targets and incident management
An SLA helps your team plan with confidence, knowing exactly what level of support is guaranteed, and when.
How it works
Transparent process. Clear communication.
✔️ You define the priority of each issue: critical, urgent, or normal
- P1 – Critical: Full or partial outage, security risks, or major business impact
- P2 – Urgent: Important but not business-critical issues
- P3 – Normal: All other requests
✔️ Our team responds according to the defined SLA targets
✔️ You receive clear updates on progress and resolution
✔️ We provide regular reporting and insights to support continuous improvement (depending on SLA level)
✔️ If priorities change, SLA levels can be adjusted as your project grows
Our goal is simple: deliver the right support, at the right time.
Support you can rely on.
Choosing ScaleCity means choosing a partner who stands behind your project, with clear guarantees and flexible SLA options.From development to production, we help you deliver reliable, secure, and well-supported services.
Let’s help you choose the SLA that matches your project’s needs, so you can move forward with confidence.
