Importance of an SLA
Having an active SLA after launch is an important step in the project lifecycle.
The SLA defines what we are able to help with, maintain, fix and resolve.
In the event of not having an active SLA, there are some key points to consider:
- All service work will be handled the same as improvements and new features.
- This means that the work will be quoted.
- We will plan in time for the fix at a later date.
- Urgent issues will still be possible to pick up, but can be delayed until the quotation has been signed.
- Responses from the service team will likely still be within one hour, however, this is not a requirement outside of the SLA.