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Service Level Agreement

As integrations move from implementation into daily use, their role in the business changes. Support needs to reflect that.
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Choosing right

Support for your integrations

Our SLA plans are designed to match the level of criticality of your integrations to your operations — from basic support coverage to more structured handling when timing matters.

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Integrations do not break. They Change

What works perfectly in testing will behave differently in real operations. That is not failure. That is reality.

Once live, the situation changes

✔   Real data introduces edge cases 
✔   Business processes change over time 
✔   More users interact with the system 
✔  Workflows become part of finance and operations 

This often leads to:

✔  Errors that are not always easy to understand
✔  Issues during critical periods(e.g payroll or month-end)
✔  Several small issues occurring close together

This is normal 

Most issues are not system failures. They are caused by:

✔  Data inconsistencies 
✔  Input variations 
✔  Changes in how systems are used 
✔ Workflows become part of finance and operations 

Over time, these are identified and resolved. The integration becomes more stable as a result.

What an SLA provides

An SLA does not prevent issues. It defines how they are handled. In practice, this means:

•    Defined response times 
•    Clear prioritisation of urgent issues 
•    Access to the right level of support 
•    Structured escalation paths 


It is also important to be clear about the following:


•    Response time is not the same as resolution time 
•    Support covers incidents, not new development or changes 
•    Urgency must follow defined SLA processes 


The main value of an SLA is predictability when something happens.

 

Standard

For integrations with limited operational impact

  • Business hours support

  • General troubleshooting and maintenance

  • Response time up to 3 business days 

  • No prioritised handling of urgent issues 


Used when delays do not affect operations significantly.

Premium

For integrations used in daily operations

  • Guaranteed response times

  • Handling of urgent (P1) issues within defined timeframes 

  • Priority routing of tickets 

  • Access to more experienced support resources 

  • Annual integration health review 

Typically used when integrations affect finance or operational workflows.

Enterprise

For complex and business-critical environments

  • Faster response for critical issues

  •  Proactive monitoring

  • Vendor and third-party coordination

  • Dedicated account management 

  • Access to solution architect expertise

     

  • Regular reviews

Used where integrations are part of core processes and involve multiple systems or teams. 

 COMPARISON TABLE

 
 

 This section is now your enhanced table with microcopy

 

RESPONSE & PRIORITISATION

Feature Standard Premium Enterprise 
Guaranteed first response 

3 business days (when timing is not critical)

 2 business days (for operational workflows) 1 business day (for higher-impact situations)
P1 (urgent) response  — (no prioritised urgent handling 6 hours (for issues affecting operations) 4 hours (for critical incidents)
P1 updates  — (no prioritised urgent handling Every 12 hours (keeps teams informed during incidents) Every 4 hours (more frequent updates during critical issues)
Urgent ticket allowance  — (no prioritised urgent handling 2/month (for occasional urgent cases) 6/month (for environments with higher dependency)

 

SUPPORT STRUCTURE 

Feature Standard Premium Enterprise 
Support users

1 (single point of contact)

 3 (supports multiple team members) 4 (supports broader team involvement)
Support level 1st line (general support) 2nd line (more technical expertise) 2nd + 3rd line (access to senior specialists)
Communication Helpdesk (standard access) Helpdesk (priority handling) Helpdesk + account manager (additional coordination if needed)

 

 ESCALATION & MONITORING 

Feature Standard Premium Enterprise 
Proactive monitoring

— (handled when reported)

—

 Yes (issues can be identified earlier)
Vendor escalation — (handled by your team) Limited (support when needed)
 Full (we coordinate across systems and vendors)
Incident reports — Available* (provided when required)
 Included (standard for transparency)

 

 GOVERNANCE & OPTIMISATION

Feature Standard Premium Enterprise 
Health review

—

 1/year (review of stability over time) 2/year (regular follow-up)
Optimisation services
 Yes* (on request)
 Yes* (prioritised)
 Included (ongoing improvements)
Change management
 Yes* (standard scheduling) Yes* (higher priority) Yes* (expedited handling)

 

 STRATEGIC SUPPORT 

Feature Standard Premium Enterprise 
Account management

—

 Shared (access when needed)
 Dedicated (single point of coordination)
Solution architect
 —  —
 Included (support for complex changes)

Error notifications

 Email (basic visibility) Email/SMS (faster awareness) Email/SMS (real-time visibility)

 


Common questions and misunderstandings

Urgent issues should always be prioritised
Urgency is handled through defined SLA levels and processes.
Support means immediate resolution
SLAs define response times. Resolution depends on the issue.
We do not need this often
SLA value is seen when something happens, not in daily use.
The integration should just work
Real-world usage introduces edge cases over time. This is expected.
Everything should be covered under support
Support covers incidents. Changes and improvements follow separate processes.
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