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Discovery
After evaluating your system through various site audits like code, infrastructure, configuration and integration, we work with your teams to understand your business objectives to determine SLOs and SLIs.
Proposal
Depending on the current state of your application, aspired state, and agreed error budget, we analyze the impact it would have in supporting the application and then propose a suitable support plan.
Onboarding
Introduce the ticketing based service desk, and walk through the support processes, escalation matrix and response times for various severity services.
Knowledge Base
With our postmortem culture and RCA, we learn to improve our responses and prevent repeat incidents. Our Drupal experts help in setting up policy and new tools to observe and control incidents.
Service Level Agreement is the commitment given to the customers in terms of service expected level offering that we can provide to maintain and support your application
Service Level Objective is the measurable goal that helps in achieving the business objectives. This metrics help in improving the service quality and defining optimal error budgets, as there are bound to be service failures too. SLOs can be around application availability, response time, throughput etc.
Service Level Indicator is a way to measure ‘how we perform’ in real-time for the SLOs.
Incidents like application downtimes are often a huge cost to the business - both from integrity and financial perspective. To reduce the impact and ultimately prevent incidents, it becomes important to track, diagnose and fix the issues that trigger the incidents. SLA/SLO/SLI help in defining how a Drupal development services and support team functions to provide appropriate services.
