SLA-Based Technical Support

Support That Shows Up On Time. And Knows What It's Doing.

Senior engineers on clear SLAs, owning incidents and fixes - so "we're looking into it" isn't the update for three days straight.

Lock In Your SLA Support Plan

Make Downtime Predictable - With an SLA That Drives Real Outcomes

When live support is informal or fragmented, something breaks: incidents linger, small faults repeat, and critical knowledge lives in a handful of stressed people. The cost shows up fast - revenue leakage, delayed delivery, growing security exposure, and stakeholder confidence that drops every time a "quick fix" turns into another outage.

SLA-based support puts control back where it belongs: clear targets, clear accountability, and a structured way to keep systems stable in the real world. The right model is never one-size-fits-all - it needs to fit the way services run, the integrations they depend on, and the risk profile behind each application. The sooner this is formalised, the sooner outages stop driving the roadmap.

Here's what gets delivered through a clearly defined SLA:

Guaranteed response targets with tiered coverage windows and escalation paths
Disciplined incident triage and recovery to reduce time-to-restore and minimise impact
Bug fixing with root-cause follow-through to prevent repeat failures
Security and dependency patching aligned to change controls and release processes
Planned maintenance and stabilisation work to keep systems supportable over time
Transparent reporting and service metrics so performance is visible, measurable, and auditable

If uptime matters, make it enforceable - agree the rules, define the scope, and tie delivery to senior engineering ownership, then take the next step toward measurable reliability and Build a Predictable Support Model.

At a Glance

Commercial terms and engagement details.

Pricing

Starting from £350 / month / application
Minimum Contract Term

12 months
Support Tiers

Tier 1 (24/7), Tier 2 (Mon-Fri), Tier 3 (Mon-Fri email only)
Response Time

From 1 hour (tier-dependent)
Scope

Incident triage and live outage response and recovery, bug fixes, security & dependency patching, planned maintenance, and escalation management

Use Cases to Cut Incident Impact With SLA-Backed Support

Each use case is designed to reduce downtime cost, operational risk, and the drag caused by reactive support.

Production Incident Response & Stabilisation
Rapid triage, containment, restoration, and follow-through to stop the same outages repeating.

Recurring Bug Fixes in Critical Workflows
Fix repeat-breaking defects with clear root-cause direction and pragmatic remediation.

Security Vulnerability & Dependency Patching
Apply updates within agreed change controls to reduce exposure without disrupting delivery.

Release Support & Post-Deploy Recovery
Reduce risk during releases with structured escalation, fast rollback paths, and targeted fixes.

Integration Failure Handling
Resolve issues across APIs, queues, third-party services, and internal dependencies with clear ownership and auditability.

Legacy System Support With Clear Boundaries
Keep older platforms stable with documented scope, predictable maintenance, and managed escalation.

Operational Visibility & Service Reporting
Track trends, response performance, repeat incidents, and improvement actions through transparent metrics.

Support Tiers Built Around How You Operate

Not every system carries the same business risk, and support should reflect that. Our tiers align response targets, coverage windows, and communication routes to the role each application plays - while keeping scope, bug-fix expectations, and patching responsibilities clear.

Each tier includes onboarding to confirm what's covered, how incidents are logged, and how maintenance is scheduled. You'll also receive transparent reporting so you can track performance and make informed decisions over time.

	Tier 1	Tier 2	Tier 3
Response Time	1 hour	12 hours	1 working day
Coverage	24/7	Mon to Fri ²	Mon to Fri ²
Support Channels	All channels	All channels	Email only
Uptime Guarantee ³	Yes	-	-
Starting from ¹	£850/month	£550/month	£350/month

¹ Per application.
² UK business hours.
³ Uptime guarantees and service credits defined contractually during onboarding.

Core Capabilities Included in Every Tier

Whichever tier you choose, the fundamentals stay consistent: disciplined incident handling, practical engineering, and maintenance that reduces repeat issues. We focus on keeping your applications stable, secure, and supportable, with clear scope and measurable outcomes.

Incident Triage & Recovery
Structured intake, prioritisation, and restoration actions aligned to your agreed severity model and escalation paths.
Bug Fixes & Root-Cause Follow-Through
Efficient debugging to restore functionality, plus clear root-cause direction and remedial actions to reduce recurring faults.
Security & Dependency Patching
Timely patching for vulnerabilities and updates for key dependencies, scheduled to match your change controls and release process.
Application-Aware Support
Support grounded in the realities of your stack and operational constraints, including integrations, environments, and runbooks captured during onboarding.
Transparent Reporting
Performance that's visible, measurable, and auditable through agreed metrics and written outcomes.
Planned Maintenance & Stabilisation
Scheduled improvements that keep systems supportable over time and reduce repeat incidents.

SLA Support for Real-World Industries

Every industry faces different operational pressures, compliance needs, and customer expectations. Our SLA-based support adapts to your environment - so you get the right response model, reporting, and coverage without unnecessary complexity.

SaaS & Technology Providers

Protect uptime, reduce incident impact, and keep release cycles moving with dependable triage and rapid remediation.

E-Commerce

Minimise checkout and payment disruptions, support peak trading periods, and maintain customer trust with resilient application performance.

Education

Keep learning platforms reliable, support enrolment peaks, and ensure students and staff can access systems without disruption.

Healthcare

Keep patient-critical systems stable, prioritise security patching, and reduce operational risk through predictable support processes.

Logistics

Maintain continuity across operational systems, integrations, and reporting workflows with proactive monitoring and fast issue resolution.

Corporate Enterprises

Ensure internal and client-facing tools stay available so teams can deliver on deadlines with minimal downtime.

Why Choose Onyxsis?

A Partner That Takes Ownership - Not Shortcuts

We're a senior-led, open source-first business that thrives on complex, high-stakes problems and follows them through until they're genuinely resolved. You get direct access to people who take responsibility, communicate clearly, and treat your systems with the care we'd expect for our own.

Bespoke by Design, Personal by Default

We don't force your business into a generic template because your systems, risk, and ways of working are never identical to anyone else's. Expect a tailored engagement with a personal touch - built around your priorities, your constraints, and the outcomes your stakeholders care about.

Support That Stays With You When It Matters Most

After an incident is resolved, we stay engaged to reduce the chance of it returning, with clear follow-ups, documentation, and practical improvement actions. You'll always know what happened, what changed, and what we recommend next - in plain English and in writing.

If you need extra capacity or targeted improvements alongside your SLA, add Dedicated Support Hours for flexible, on-demand engineering time.

Talk to Our Team

Frequently Asked Questions

What response and resolution times do your SLAs guarantee?

Response times are defined by tier and apply to incidents logged through the agreed support channels. Resolution times depend on severity and complexity, but every ticket includes a clear target plan: immediate triage, impact containment, and an estimated time to restore service once we've assessed the issue.

How do you prioritise support requests based on severity?

We use an impact-and-urgency model:

P1 (Critical): Service down or major business impact - immediate triage and continuous work until stabilised (Tier 1 includes 24/7 coverage).
P2 (High): Significant degradation or blocked workflows - rapid response and scheduled remediation.
P3 (Medium): Partial impact or workaround available - addressed within normal queues and agreed timelines.
P4 (Low): Minor issue or request - handled during planned support windows.

What's the process for escalating unresolved issues?

If an incident risks breaching SLA targets or business impact increases, we escalate in stages: senior engineer review, engineering lead involvement, and - when needed - priority shift and war-room coordination. You'll always have a named point of contact and clear escalation triggers.

Can we customise SLAs for different departments or systems?

Yes. We can tailor SLAs per application or service based on criticality, usage patterns, and business hours. Many clients choose a higher tier for revenue-critical systems and a lower tier for internal tools.

How do you report on SLA compliance and performance?

You receive regular reporting that typically includes response-time adherence, incident volumes by severity, recurring issues, root-cause summaries, and improvement recommendations. Reporting schedule (monthly/quarterly) and format can be aligned to your internal stakeholders.

What technologies and platforms does your support team specialise in?

We support modern application stacks and common operational tooling across cloud and on-prem environments. During onboarding, we confirm your stack, integrations, deployment model, and observability setup so coverage is explicit - and documented - before we go live.

Do you offer 24/7 support, or are there specific coverage windows?

Yes - Tier 1 provides 24/7 coverage. Tier 2 and Tier 3 operate Monday to Friday (UK business hours), with differences in response time and support channels as outlined in the tier table.

How do you handle support for third-party or legacy systems?

We support third-party and legacy components where access and documentation allow. If a vendor is involved, we coordinate triage, provide reproducible findings, and manage communication to reduce your internal workload - while clearly defining responsibilities and boundaries in the SLA.

What's your process for knowledge transfer to our internal team?

We document system context, runbooks, incident learnings, and recurring fixes as we go. Where needed, we provide handover sessions so your team can confidently manage routine tasks and understand escalation paths for complex incidents.

How do you monitor our systems to prevent issues before they occur?

We implement or integrate with your existing monitoring and alerting to track availability, error rates, performance trends, and key health indicators. Alerts are tuned to reduce noise, and we use trend signals to flag risks before they become incidents.

What proactive maintenance tasks (e.g., patching, updates) are included?

All tiers include essential maintenance such as security patching guidance, bug fixes, and stability improvements within the support scope. Planned maintenance activities are scheduled to minimise disruption, and we align changes with your release and approval processes.

Can you help us plan for IT upgrades or end-of-life replacements?

Yes. We identify risk areas (unsupported versions, fragile dependencies, end-of-life components) and provide practical upgrade paths, effort estimates, and recommended sequencing - so you can plan work without unexpected outages.

How do you document and track recurring issues?

We maintain a record of recurring incidents, affected components, and remediation actions. Patterns are escalated into root-cause analysis and prioritised recommendations to reduce repeat tickets and improve long-term stability.

What's your approach to continuous improvement for our IT environment?

We review incident trends, propose preventative changes, and help implement improvements such as better alerting, stronger runbooks, performance optimisations, and hardening measures. The goal is fewer incidents over time - not just faster fixes.

Still have questions? Contact Us - our team is here to help.

Downtime Is Expensive. Ambiguous Support Is Worse.

Make uptime predictable with a clearly defined SLA and senior engineers who own the outcome.