Management gains a predictable cost, guaranteed response time, and lower risk of work interruptions. The IT team gets clear request categories, agreed contact channels, monitoring where needed, and a consultant who knows the environment.
A service-level agreement defines how ongoing support for a solution works: request categories, maximum response and resolution times, service hours, contact channels, priority, and the scope of support and development. These parameters are written into the agreement, so business and IT know what to expect after submitting a request.
A warranty covers defects caused by a solution malfunction and described in its terms. It does not cover all ongoing work on processes, configuration, the environment, consulting, and enhancements.
The SLA takes effect where the warranty ends. It provides agreed support rules even when a request is not a defect covered by the warranty.
We support the business system, its integrations, data, and environment. The detailed scope and SLA parameters reflect the technology, the solution's criticality, and operational accountability.
Support for the application, integrations, model access, and operation of AI agents. Agents most often operate as solutions on the AMODIT platform; for an architecture outside AMODIT, we select the appropriate approach for the specific solution.
See AI solutions →User and administrator support, defect resolution, consulting, and minor changes to processes, forms, dictionaries, and configuration.
See AMODITMaintenance of Power BI, Tableau, Qlik, data warehouses, and DataFlow: monitoring, technical support, fixes, and development of reports and data flows.
See the SLA for BIMaintenance of custom applications, APIs, and connections between systems, including request handling, monitoring, and subsequent changes.
See software and integrationsOngoing support for Comarch ERP XL: request handling, repairs, consulting, and development of the system and its integrations for companies operating in Poland.
See maintenance and SLA support for Comarch ERP XL24/7 monitoring, incident response, and environment administration. Cloud Command Center uses AI agents to analyze events and support the operations team.
See cloud supportWe record the terms in the agreement and start the engagement by understanding the solution, accountability, and support channels.
Every request receives a category based on its impact on company operations. For each category, the agreement defines the maximum response and resolution times. Standard service hours are 9:00 a.m.–5:00 p.m. on business days, while cloud support also includes 24/7 monitoring.
Requests arrive through a service portal, email, or phone. A dedicated consultant manages the case and knows the context of the supported solution.
At the kickoff meeting, we establish the rules for working together. The consultant learns the environment during the support handover to diagnose subsequent requests more efficiently.
Financial terms are set in the agreement, making the budget easier to plan than with individual requests.
Each category has a maximum response and resolution time written into the agreement.
Requests from clients covered by an SLA are handled according to the agreed priority.
A regular consultant knows the environment and understands the cause of a request faster.
The team answers technical questions, supports administrators, and advises on the ongoing operation of the solution.
As part of the support, we provide consulting and make minor changes to a process, report, application, integration, or configuration.
Without an ongoing agreement, there is no guaranteed response or resolution time. A one-time request requires separate arrangements for availability, scope, and cost while the system is already disrupting work.
AMODIT, Business Intelligence, Comarch ERP XL, custom software, AI solutions, and cloud services each have their own SLA teams. Your request is handled by specialists who work with the given solution every day.
A warranty covers defects subject to its terms. A service-level agreement (SLA) defines broader rules for ongoing support: request categories, response and resolution times, contact channels, priority, and support scope. The SLA takes effect where the warranty ends.
Standard service hours are 9:00 a.m.–5:00 p.m. on business days. Cloud support also includes 24/7 monitoring.
Yes. The SLA also covers consulting and minor changes to the live solution. We define their scope and billing method for the specific solution.
Yes. Astrafox covers the application, integrations, and infrastructure entrusted to us under one SLA. The client has a single point of accountability, and each request goes to a team that understands the dependencies across every layer of the solution.
Describe the systems, critical processes, and expected response time. We will prepare a support scope and an SLA option appropriate for your organization.
Ask about SLA support