Foundation
Standard operations
For non-time-critical services supported during normal business hours.
- ✓Support during business hours
- ✓Standard incident priority
- ✓Planned maintenance windows
- ✓Defined backup retention
Operations & support
Service levels that actually help when it matters.
We define support, response, maintenance and recovery to match each service — clearly, realistically and without blanket high-availability promises.
Not a marketing number
An SLA needs to fit both the service and the business model.
A generic availability percentage says little about when someone responds, how recovery is prioritised or who communicates with the customer.
infrahost therefore defines support windows, response targets, maintenance, alerting and recovery priority together with the partner. The binding values are those documented in the respective proposal and service agreement.
Service-level models
Three practical starting points.
The models provide a structure for the discussion. Scope and target times are specified for each service.
Business
Higher priority
For production customer services with shorter response targets and higher recovery priority.
- ✓Extended support coverage
- ✓Prioritised incident handling
- ✓Defined escalation contacts
- ✓Extended backup options
Priority
Individually critical
For defined critical services with 24/7 escalation and individually designed architecture.
- ✓24/7 escalation for critical events
- ✓Individual response targets
- ✓Highest recovery priority
- ✓Optional additional redundancy
SLA components
What we define contractually.
A good service level describes more than a number; it defines the complete process when an incident occurs.
Support window
When incidents are accepted and actively worked on.
Response target
The target time for qualified technical work to begin.
Criticality
How events are classified and which cases receive priority.
Recovery
Which systems are recovered first and which target values apply.
Maintenance
How planned changes are announced and carried out.
Communication
Who is informed and who communicates with the end customer.
Typical roles during an incident
- 1End customer contacts partner
Your IT company remains the visible point of contact. - 2Partner triages the issue
User, application and local causes are narrowed down. - 3infrahost handles escalation
Platform and infrastructure issues are handled technically. - 4Partner communicates
Status and resolution are communicated through your customer channel.
Support model
Your customers retain one clear point of contact.
As a rule, the IT provider handles consulting and first-level support. infrahost assists at second and third level and with platform operations.
Where a different process makes sense, it can be agreed. What matters is that responsibilities are clarified before an incident rather than debated while it is happening.
Frequently asked questions
Questions about support and SLA.
We deliberately distinguish between response, resolution and recovery.
Ask another questionDoes infrahost guarantee a specific level of availability?
Only where this has been explicitly agreed for the specific service. General information on the website does not replace an individual service agreement.
What does response time mean?
Response time describes the start of qualified technical work, not necessarily complete resolution. Recovery targets are defined separately.
Is 24/7 support available?
24/7 escalation can be agreed for defined critical events. Scope, contacts and target times must fit the service and are priced separately.
Who informs the end customer during an incident?
As a rule, your IT company does. infrahost provides technical information through the agreed partner channel unless a different communication model has been defined.
Service planning
Define support and availability around the customer’s actual requirements.
Together we structure criticality, alerting and responsibilities.