SLA-Based Technical Support
When systems are under pressure, support needs to be more than "someone will look at it". We provide SLA-based technical support that's reliable, accountable, and engineered around your real operating conditions - from peak traffic and tight release windows to always-on customer expectations.
Expect a bespoke support model built on open source know-how, clear ownership, and transparent reporting - so you stay in control, your team stays focused, and your users get a consistently reliable service.
What Is SLA-Based Support?
SLA-based support is a formal agreement that defines what we support, when we support it, and the service targets we work to. It sets measurable commitments such as response times, coverage hours, escalation paths, and reporting cadence, alongside the boundaries and responsibilities for both parties.
It also formalises the operational work that keeps systems healthy, including incident handling, bug fixes, security patching, and agreed maintenance activities. This gives you a predictable support model you can govern, audit, and plan around.
Operational Challenges We Help You Overcome
Technology failures don't just frustrate teams - they interrupt workflows, delay delivery, and put customer trust at risk. Without a reliable support framework, small issues can escalate into costly incidents. Our SLA-based model reduces that risk with clarity, consistency, and shared accountability.
We also eliminate the unpredictability many businesses experience with ad hoc support: unclear priorities, inconsistent engineer quality, reactive firefighting, and unpredictable costs. With defined SLAs, structured triage, preventative patching, and transparent reporting, your environment stays stable and your internal teams stay focused on delivery - not distractions.
When Every Minute of Downtime Matters
Outages cascade fast - lost revenue, overloaded support, stakeholders pulled into incident calls. We triage, restore service, and ship targeted fixes to prevent repeats and cut time-to-recovery.
Unplanned maintenance risk
Outdated dependencies and missed patches increase security and stability exposure. We plan and apply patches and updates within agreed change controls to reduce operational risk.
Slow acknowledgement
Tickets sit in queues while impact grows and teams lose confidence in support. We meet tiered response targets and keep updates flowing so progress is visible and predictable.
Blurred responsibilities
Teams waste time debating what's covered and who acts next. We set clear scope and responsibilities in the SLA, backed by consistent reporting and accountability.
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.
Ecommerce & Retail
Minimise checkout and payment disruptions, support peak trading periods, and maintain customer trust with resilient application performance.
Education & EdTech
Keep learning platforms reliable, support enrolment peaks, and ensure students and staff can access systems without disruption.
Healthcare & Healthtech
Keep patient-critical systems stable, prioritise security patching, and reduce operational risk through predictable support processes.
Manufacturing & Logistics
Maintain continuity across operational systems, integrations, and reporting workflows with proactive monitoring and fast issue resolution.
Professional Services
Ensure internal and client-facing tools stay available so teams can deliver on deadlines with minimal downtime.
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.
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 business day |
| Coverage | 24/7 | Monday to Friday | Monday to Friday |
| Support Channels | All channels | All channels | Email only |
| Uptime Guarantee | |||
| Starting from* | £850/month | £550/month | £350/month |
* Per application
Why Choose OnyxSis?
Built on Open Source Values
We're an open source-first team that cares deeply about doing things the right way, even when the work is hard. You'll find us pragmatic, accountable, and refreshingly straightforward to work with.
Senior-Led, Hands-On Delivery
We stay close to the work and take ownership, rather than hiding behind layers of process. That means you get thoughtful engineering decisions and clear communication from people who are invested in your success.
Outcomes You Can Expect
You'll get clarity on what's happening, what we're doing next, and who is accountable at every step. We keep things transparent so you can make confident operational decisions without guessing.
You can expect a support relationship that improves over time, not one that resets every week. We look for patterns, share what we learn, and help you reduce risk with practical, prioritised actions.
When you need guarantees
We don't disappear when the pressure eases. We stay with you through follow-ups, documentation, and improvements to reduce repeat issues. You'll get clear next steps, written records, and an easy way back.
Need flexibility? Dedicated Support Hours offer on-demand help, improvements, or extra cover alongside your SLA - adding capacity without a fixed tier.
When the stakes are high, you deserve commitments you can hold us to. If you want a partner who takes responsibility, we're ready.
Make Uptime Predictable
Protect critical services with a support model built for real operating conditions. We combine accountable SLAs, senior-led decision-making, and steady reporting to keep uptime high and recovery predictable.
