Related case study · Budapest Free Port
SLA-based operations & support
Predictable support for business-critical applications
We support the operation of your applications and cloud environments along agreed service levels, response times and responsibilities.
01 /
Measurable service commitments
The SLA defines the scope of support and the agreed service levels. Availability, response times and incident categories give the cooperation a clear basis.
02 /
System monitoring and incident management
We support operations with monitoring and organised error handling. Assessing alerts and a clear escalation path help handle problems according to their business impact.
03 /
Maintenance and operational review
We carry out regular maintenance and necessary changes in an agreed order. Analysing operating data and recurring errors helps improve the stability of the applications.
Our approach
A support model aligned with business priorities
We build the support model around the business role of the systems and the client's operating needs. Together with the SLA, we clarify the support hours, contacts, access rights and the boundaries of responsibility. We review the service regularly so that the commitments stay in line with actual operating needs.
How we work together
From assessment to continuous improvement
01Assessing systems and support needs
We review the applications, current error handling and business priorities. We define the scope of support and the operating conditions it requires.
02Setting up the SLA and responsibilities
We agree on service levels, support hours and incident categories. We set response times, contacts and the escalation steps.
03Knowledge transfer and service start
We take over the documentation and access rights needed for operations. We set up the agreed monitoring and start the incident reporting process.
04Service review and improvement
We regularly review incidents and service metrics. Based on the results, we jointly define maintenance and improvement tasks.
The case study: SLA-based Mendix support and application portfolio planning
Contact us
- Phone:
- +36 1 611 0462
- Email:
- info@blackbelt.hu