Service Level Agreements

Support for in-house developments and existing software

Operating systems and infrastructures are subject to constant changes. We keep an eye on the resulting maintenance requirements for you. Regular updates and optimizations prevent system failures in everyday business. Should there be an interruption despite this, we will find quick and competent solutions within the framework of a service level agreement, with which we tailor the specific scope of services precisely to the needs of your company.

Our offer

  • Continuous monitoring of maintenance requirements, such as through operating system updates, for example
  • Support at all levels (Level 1, Level 2, Level 3)
  • Setting up the necessary support infrastructure with ticketing system or integrating your in-house solution with our systems
  • Individual response and recovery times, if required, according to specially defined Severity Classes
  • On-call times up to 24/7

We offer support at all levels

Level 1

Notification typically by end users: case acceptance, problem analysis, solutions based on documentation

Level 2

Notification typically at the administrator level: troubleshooting, analysis of diagnostic information, sharing hot fixes and patches, creating documentation

Level 3

Notification typically at the developer level: creating hot fixes and patches, creating documentation

Software solutions that we have designed and implemented ourselves are optimized for successful operation and efficient maintenance from the very beginning, according to our DevOps approach. Monitoring and maintenance as well as support levels of varying degrees, are adjusted situationally during operation.

We are also happy to take care of maintenance and support for systems that we have not developed or have not developed completely ourselves. To this end, we work intensively into the existing solution and build up technically and functionally competent support, at all levels to be covered. Thanks to the in-depth knowledge of the software, we can also propose modernization approaches and implement them if necessary.

The XITASO Difference

What in many cases is expected from XITASO, as a development service provider, is Level 2 and/or Level 3 support to provide fast and reliable support at the architectural and development level. If necessary, we would also establish a service desk that is responsible for you, functionally and technically.

Use case