Maintenance, Support & SLA Management (Annual)
Structured support tiers with proactive monitoring, change governance and measurable KPIs (MTTR/availability).
Packages
Standard
8x5 support, ticket management, monthly KPI report.
Premium
24/7, advanced troubleshooting, RCA & patch windows.
Enterprise
Dedicated team, capacity planning, security advisory & governance.
Operating Model
SLA governance
Define targets, track KPIs, and manage exceptions.
Change control
CAB process, risk scoring, release coordination.
Proactive care
Monitoring, health checks, capacity and performance tuning.
Reporting
Monthly/quarterly reviews with recommendations.
Deliverables
- Runbooks and knowledge base
- Patch/upgrade calendar + approvals
- Problem management (RCA) reports
- Executive dashboard (availability, MTTR, risk)
Example: A services organization improved availability to 99.95% after introducing SLA governance and proactive maintenance cycles.