When something breaks, you know who responds and how fast.
With TechOneOps Support & SLA, your environment is monitored 24/7 and our engineers handle incidents under a written SLA. You choose business-hours (8/5) or 24/7 support. Our standard is a response within 4 hours and service restored within 8 hours, with faster response available by agreement.
Monitoring in every plan, with 24/7 support available
Standard incident response, faster by agreement
Standard time to restore service after an incident
Two support plans. Monitoring in both.
Every plan includes 24/7 monitoring of your environment. The difference is when our engineers act on what the monitoring finds.
If your revenue or your customers depend on the system outside office hours, choose 24/7. An outage at 2 a.m. is then handled at 2 a.m., not at 9 the next morning.
| Business hours | 24/7 | |
|---|---|---|
| Monitoring | 24/7 | 24/7 |
| Incident handling | Mon–Fri, 9:00–17:00 CET/CEST | Around the clock, including nights, weekends and public holidays |
| Requests and changes | Mon–Fri, 9:00–17:00 CET/CEST | Mon–Fri, 9:00–17:00 CET/CEST, urgent changes by agreement |
| Suited to | Internal systems and workloads that can wait until the morning | Online shops, SaaS products and anything your customers use at night |
Response times we commit to
We separate incidents, where something is broken, from requests, where you need a question answered or a change made. Each has its own commitment.
| Type | Response | Resolution |
|---|---|---|
| Incident: a service is down or seriously degraded | Within 4 hours | Service restored within 8 hours |
| Request: a question, change or planned task | Within one business day | Timing agreed with you |
These are our standard times. Faster response times are available by agreement. On the business-hours plan, both times run within service hours (Mon–Fri, 9:00–17:00 CET/CEST); on the 24/7 plan, around the clock. Restored means the service works again, possibly through a workaround; the permanent fix may follow.
What the flat fee covers
Support is not a phone number that forwards your problem. It covers the whole path from the first alert to a written explanation of what happened.
On-call readiness
Engineers who know your environment are ready to act within the hours of your plan.
Monitoring
Around-the-clock monitoring of servers and services, so we often see a problem before your users do.
Diagnosis and escalation
We find the cause, involve the right people and keep you informed while we work.
Restoring service
We bring the service back first, then work on the permanent fix.
Root-cause analysis
After an incident you receive a written analysis of what happened, why, and how to prevent it.
Coordination and reporting
We work directly with your developers when the cause is in the application, and you receive a monthly report of hours spent.
Work outside the flat fee
Development, optimisation and migrations are projects, not support. We quote them separately and start only after you approve the scope and cost.
The exception is an ongoing incident. When urgent work is needed to restore service, we do it straight away and report it afterwards, so nothing waits for paperwork.
How you reach us, and how we reach you
- Your authorised people report incidents and requests through our ticketing system, so every case has a record and a clear owner.
- We also detect incidents ourselves from monitoring and contact you, often before anyone on your side has noticed.
- Planned maintenance is announced at least 24 hours in advance and usually takes place outside business hours.
- You agree the list of authorised people with us during onboarding and can change it at any time.
Uptime commitments, based on facts
Nobody can honestly promise an availability figure for an environment they have not seen. We therefore agree the uptime commitment after the entry audit and takeover, when we know how your systems are built and where the risks are.
The SLA excludes, as usual, outages of third-party services, force majeure, and changes made to the environment without our knowledge.
Questions about support and SLA.
Is monitoring included in the business-hours plan?
Yes. Monitoring runs 24/7 in every plan. With business-hours support, incidents detected at night are handled from the start of the next business day; with 24/7 support, we act immediately.
Can we get faster response times than 4 hours?
Yes. Four hours is our standard. If your business needs a faster response, we agree it in your SLA.
What happens if the cause is in our application code?
We restore service where possible, for example by rolling back a release, and work with your developers on the fix. Coordination with your team is part of support.
Why is uptime not guaranteed from day one?
Because an honest commitment needs knowledge of the environment. After the entry audit and takeover we know its state and can agree a figure we can stand behind.
How do we start?
Onboarding typically takes three weeks: access and knowledge handover, then the entry audit and monitoring setup, then live operations under your SLA.
Decide how fast you need us, and when.
Tell us how critical your systems are and when your users need them. We reply within one business day and propose a support plan and response times in writing. No commitment.