Question 1

What is the difference between SLA Expert and Managed Services?

Accepted Answer

With SLA Expert, you keep day-to-day management of your infrastructure. We intervene on call with a guaranteed response time based on priority (15 minutes for critical P1 incidents on the 24/7 contract). Your teams stay in control.

With Managed Services, we take over complete management: 24/7 monitoring, proactive interventions, security updates, performance optimization and monthly reports. SLA Expert works if you have a competent IT team that wants an expert safety net. Managed Services fits if you prefer to fully outsource. A hybrid model is also possible.

Question 2

What happens if an incident occurs outside business hours with a Business Hours contract?

Accepted Answer

Incidents reported outside business hours are logged in our ticket system and addressed at the next business day opening at 8am CET. Priority is automatically assessed upon ticket reception, and an engineer is assigned as soon as the covered time window opens.

If your operations require night, weekend or holiday coverage, the SLA 24/7 contract guarantees 24/7/365 response with a P1 response time of 15 minutes. In practice, our on-call teams respond in an average of 8 minutes for P1 incidents.

You can also combine both plans: SLA 24/7 for your critical production systems and Business Hours for your development and staging environments. Every ticket is tracked in real time through our dedicated portal with notifications at each status change.

Question 3

How does the escalation process work?

Accepted Answer

The process follows a four-step protocol. First, you contact us via ticket or by phone on the emergency line (available 24/7 for 24/7 contracts). A senior engineer is assigned immediately based on priority and expertise.

During resolution, we provide regular communication: every 30 minutes for P1 incidents, every 2 hours for P2. If the SLA is at risk, automatic escalation to Hidora management is triggered.

After every P1 or P2 incident, we conduct a post-incident review with root cause analysis, detailed timeline and recommendations to prevent recurrence. This report is shared with your teams within 48 hours.

This protocol is built on over 10 years of incident management experience for Swiss companies across finance, healthcare and the public sector. It is designed to minimize impact on your operations while ensuring full traceability of every intervention.

Question 4

Does SLA Expert require permanent access to our infrastructure?

Accepted Answer

No, and this is one of the key advantages of the model. We intervene via temporary access (VPN, bastion host, supervised SSH session) granted only for the duration of the intervention, then automatically revoked. Every access is logged, timestamped and documented in the intervention report. We can comply with your internal access approval procedures and integrate with your identity management system. Several of our private banking clients in Geneva have been operating this way for over 3 years, in full compliance with Swiss DPA and FINMA requirements.

Question 5

Can we combine SLA Expert and Managed Services?

Accepted Answer

Yes, this is a common scenario. For example:
- Managed Services for your Kubernetes cluster and observability stack (fully managed, 24/7 monitoring)
- SLA Expert for your legacy servers or internally managed databases (on-call intervention only)

We adapt the model component by component, with separate billing so you can track costs by scope. Several of our clients in financial services and public administration in Geneva already use this hybrid approach. A 30-minute call is enough to map your needs by technology and define the right model for each part of your infrastructure.

Guaranteed response, certified expertise

The SLA Expert concept

Plans

SLA Business Hours

SLA 24/7

Our areas of expertise

Orchestration & Containers

CI/CD & Automation

Observability & Monitoring

Infrastructure & Servers

Priority levels

SLA or Managed Service?

Do you have an internal ops team?

Frequently asked questions

Let's discuss your needs