Managed Services & Support (SLA-Backed)
Keep systems healthy post-launch.
What’s included
Services
24/7 monitoring & incident response, on-call, runbooks
Patch management, upgrades, performance tuning
Capacity planning, cost optimization, release management
We don’t just develop software — we own and operate our own infrastructure, giving clients unmatched control, security, and performance.
Zenoviy Burychko
CEO, Kernex
About the process
Delivery
Tiered SLAs (response/restore)
Monthly service reviews
Roadmap Planning
Deliverables & Success metrics
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.
