Collaboration and Communication
Good maintenance thrives on smooth communication. The following questions address how daily collaboration works and which communication channels we use.
- How does regular communication work? Communication follows a clear rhythm so that you neither stay in the dark nor get overloaded with detail. In regular operation, you receive monthly or quarterly status reports depending on the SLA tier, summarizing the condition of the shop, updates performed and monitoring results. During incidents, we leave this routine cadence and inform you immediately via the agreed channel, so you do not have to wait for the next report in an emergency. In addition, there are quarterly review meetings in which we jointly evaluate the results, plan optimization measures and discuss strategic questions. This keeps the collaboration from being merely reactive and lets it develop with foresight. How we set this up concretely is coordinated in the initial consultation.
- Do I have a dedicated contact person? Yes, every project has a dedicated contact person who knows your system in detail and is your first point of contact for all maintenance-related questions. This saves you from repeatedly explaining your setup and ensures decisions that account for the context of your shop, rather than coming anonymously from a queue. So that this personal support does not become a risk during vacation or illness, a second technician stands ready in case of absence and can step in seamlessly thanks to our standardized system documentation. This is exactly why we place so much value on complete documentation during onboarding. You can learn more about our team and way of working on the about page.
- Can we track maintenance work in our project management tool? Yes. On request, we integrate our maintenance work into your existing project management system, so that requests, incidents and measures appear where your team already works. This is especially practical for companies and agencies that do not want to spread their internal overview across several tools. If you do not yet have a suitable system or deliberately want to keep maintenance separate, we alternatively offer our own ticket system. There, all requests, incidents and measures performed are documented without gaps and are traceable at any time. Either way, this creates a complete, verifiable history of your support. Which variant fits your workflows is something we clarify in the initial consultation.
- How do you handle urgent requests outside business hours? This depends on the chosen SLA tier. Under the Enterprise SLA, we are available around the clock, which is the right choice for shops with continuous sales or high business criticality. Under the Business SLA, we offer extended availability until 8 PM on business days, so that evening traffic is not left unattended either. Regardless of the tier, an important exception applies: for critical security incidents, emergency escalation paths are available even under the Business SLA that extend beyond regular business hours. An actively exploited attack on the weekend is not deferred to the next business day. How escalation works in detail is described on the emergency support page.
- What happens if I am not satisfied with maintenance work performed? We take every piece of feedback seriously and treat it as an opportunity to improve the process. If maintenance work does not meet your expectations, we first analyze the cause, correct the specific problem, and then look at whether a process needs to be adjusted so that the same point does not recur. So that criticism is not only welcome in acute cases, feedback is a fixed component of the quarterly reviews. There we regularly discuss improvement requests and channel them into the ongoing collaboration in a structured way. An honest, open feedback culture is, for us, the foundation of long-term support. Fundamental concerns can also be raised with us directly via contact at any time.
- Can we adjust maintenance frequency seasonally? Yes, we deliberately adapt maintenance intensity to your business cycles instead of running the same cadence all year round. Before sales-intensive phases such as the holiday season or other campaign periods, we increase monitoring frequency, conduct preventive load tests and provision additional capacity, so that nothing stalls in your most important revenue window of all. In quieter phases, the focus shifts to strategic optimizations and infrastructure improvements that otherwise leave little room in day-to-day operations, such as performance fine-tuning or clearing out outdated components. This way we use the course of the year sensibly and direct the effort where it brings the greatest benefit. Which peak times are relevant for your shop is something we record in the initial consultation.