Support hours
Monday to Friday, 09:00–17:00 local time as agreed (Finland or Sweden), public holidays excluded.
Support with clear service levels
The service level agreement (SLA) sets how fast we respond, when support is staffed and what you see in reports. Support starts on the first day of the project.
- Response to critical issues within 1 working hour
- 99.5% target availability
- Two levels: Standard and Expanded
Exact service terms depend on the contract, the solution and its size, and are agreed for each customer.
Automated alert
Your report
Jira board
Support team
- Responds within the SLA time
- Prioritises by impact
- Reports every month
- 1 h response to critical issues, in working hours
- 4 h response to other issues, in working hours
- 99.5% target availability of the system
- 24/7 automated monitoring with alerts
Included in both levels
Report at any time
Issues can be reported at any time. Reports outside support hours are answered when support opens.
Automated monitoring
Alerts for server downtime, unavailable web or mobile apps and unavailable critical services such as notifications or user management.
Clear channels
Support e-mail, support phone and your Jira board. Teams, Slack or an in-app channel can be agreed.
Every issue on record
Each issue is recorded in Jira with a description, and your people see its status on the board.
Monthly report
A monthly report on bugs, critical bugs, completed user stories, team efficiency and budget.
Choose your level
Both levels share the support hours, response times and availability target, and critical faults are fixed under maintenance. With Standard, other bug fixes are paid by the hour; Expanded includes them, together with proactive log analysis.
Standard
Monitoring, response and reporting
For solutions where fast response and clear reporting are enough.
- Automated monitoring and issue detection
- Technical support and response within the SLA times
- Issues tracked on your Jira board
- Bug fixes by the hour, approved in advance
- Monthly report, environment figures on request
Expanded
Standard plus bug fixing and log analysis
For business-critical solutions that need bugs fixed within support hours as part of the service.
- Everything in Standard
- Bug fixing included in the service, within support hours
- Weekly log analysis and bug tracking
- Monthly report with environment figures: releases, hotfixes and downtime
What counts as critical
A critical issue means server downtime, an unavailable web or mobile application, or an unavailable critical service such as notifications or user management. Critical faults are fixed under maintenance at every support level. Improvements and new features are not support work; they are agreed as development.
How an issue is handled
Detected or reported
Monitoring raises an alert, or your team reports by e-mail, phone or Jira.
Recorded and prioritised
The issue gets a description and a priority: critical or non-critical.
Answered in time
Within 1 working hour for critical issues and 4 working hours for others.
Fixed and reported
The fix goes through staging to production, and the issue appears in the monthly report.
Not sure which level you need?
We look at how critical the solution is for your daily work and recommend a level.
Let’s talk
Get a high-quality app built to match your needs. Fill in your contact details and needs, and let’s get started.
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