Sustain · Service 10 / 11

Managed Services & Support (SLA-Backed)

Keep systems healthy post-launch.

Managed Support

Scope

What’s included.

Everything below is covered by our cross-service standards: documentation, quality gates, security and a clean handover.

  • 24/7 monitoring & incident response, on-call, runbooks

  • Patch management, upgrades, performance tuning

  • Capacity planning, cost optimization, release management

Process

How it runs.

A short, fixed sequence — you always know what comes next.

  1. 01 Tiered SLAs (response/restore)
  2. 02 Monthly service reviews
  3. 03 Roadmap Planning

Deliverables & success metrics

What you get — and how we measure it.

Deliverables

  • SLA: Defines service expectations like uptime and response times.
  • Monthly health reports: Tracks system performance and key metrics.
  • ncident post-mortems: Analysis of incidents with root cause and resolution steps
  • Optimization backlog: List of prioritized improvements based on performance and feedback.

Success metrics

  • SLA compliance %: Percentage of time the service meets SLA targets.
  • MTTR/MTTD: Average time to resolve (MTTR) and detect (MTTD) incidents.
  • Change failure rate: Percentage of changes causing issues or downtime.
  • Customer satisfaction: User feedback on service performance and issue resolution.
We don’t just develop software — we own and operate the infrastructure it runs on. That gives our clients control, security and performance most vendors simply can’t offer.
ZB Zenoviy Burychko Founder & CEO, Kernex

Related services

Often paired with.

FAQ

Questions, answered.

  • We design and develop web, mobile, and enterprise applications across industries — from MVPs and SaaS platforms to complex AI-driven ecosystems and secure cloud-based solutions.

  • Yes. We provide a free discovery session to explore your business goals, define the scope, and recommend the best technical approach and architecture.

  • Definitely. We specialize in Integrations, Modernization & Enterprise Platforms, helping you connect legacy systems or transform them with cloud-native technologies.

  • We follow an Agile approach with integrated DevOps, CI/CD pipelines, and SRE/observability practices, ensuring stable releases and short time-to-market.

  • Yes. Our Data, AI & Automation team helps you implement AI models, automate processes, and turn raw data into actionable insights.

  • Absolutely. Our Business Analysis & UX/UI Design teams create clickable prototypes and build-ready plans to test market fit before coding begins.

Free discovery · No commitment

Let’s build
what’s next.

Tell us where you are. We’ll map the fastest, safest path to launch — before you spend a cent.