In an SLA 1 contract we include all incidents plus the requests from your core project team. The Reference makes small changes almost immediately (according to the availability of the required experts) and puts them online. Modifications requiring more work are first budgeted and then scheduled on approval.
In an SLA 2 and SLA 3 contract, we provide automatic incident escalation. The server or servers are often still operational, but a crucial part of the application (such as the booking flow with a commercial solution) causes an error message. In this case, we map out the application’s crucial elements and add them to the monitor. If required, this operates around the clock. If there is a failure, the monitor calls up the standby team so they can get straight to work.
In each SLA model, there are quarterly reports according to the agreed KPIs.
Melexis, the stock market-listed global player in the semi-conductor and sensors industry, realised in mid-2015 that its communication with the outside world was no longer in line with what the company stands for. The company worked with The Reference on a fundamental rebranding exercise and a complete rethink of its online presence.