Ua Eng

Service

Technical support

is not just about understanding technology, but also having a deep understanding of your business needs

What are the benefits of our SLA?

We work with you to understand your goals and requirements because technology should be aligned with your business, not the other way around. Our goal is to provide you with the highest quality technical support that will help you succeed in your business.

Our SLA allows customers to receive high-quality technical support tailored to their needs and requirements. We offer an individual approach to each client and guarantee clear terms of performance. In addition, our SLA provides 24/7 support, which allows our customers to be confident in the smooth operation of their business.

Tech stack:

We provide custom software development services using the following proven technologies.

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Php

javascript

Laravel

Node.js

rest api

Docker

MariaDB

jQuery

CSS3

HTML5

AMP

Figma

illustrator

...

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How does it work? SLA Parameters

Сreating a task

Tasks assigned

The Kanban board

Working hours

Response time

Сreating a task

Tasks must be created in the https://trello.com/system. If a task is not logged in the https://trello.com/system, it is considered not properly assigned.

Tasks assigned

Tasks can be assigned by contact persons. If a task is assigned by a non-contact person, it is also considered not properly assigned.

The Kanban board

The Kanban board for orders has the following structure: Simple task - Urgent task - Time estimate - In progress - Testing - Completed (month, year of completed tasks).

Working hours

Working hours (excluding holidays): Monday to Friday from 9:00 a.m. to 7:00 p.m.

Response time

Response time of the Executor to a task properly assigned by the Customer:

Simple task during working hours - response within 3 hours of task registration in the system.
Urgent task during working hours - response within 1 hour of task registration in the system.
Urgent task during non-working hours - response within 1 hour of task registration in the system.
Urgent task - emergency situation that the Executor must resolve at any time, including holidays. In this case, it is a task related to a complete failure of the website's performance.