Can I customize the SLA parameters individually?
In short and in plain language
Yes, the levels are a starting point. We can adapt them to your business.
For example, we can step up the monitoring before sale days. The times for our reaction can be adapted too.
So you pay for what you need. We work out what fits you in the first talk.
Yes, the three SLA tiers are intended as a starting point, not a rigid corset. In practice, we frequently adapt the parameters to a client's specific reality: shorter response times for defined time windows, additional monitoring metrics beyond the standard checks, or extended availability for seasonal peak times.
This flexibility is especially valuable for shops with pronounced seasonal business: before campaign days, monitoring can be intensified, while the standard setup is sufficient in quieter phases. This way you pay for what you actually need rather than continuously for the peak case. Which adjustments make sense for your monitoring is something we clarify concretely in the initial consultation.