Services · 04
Operations & SLA
We keep looking after what we built. Service hours and response times are agreed in the contract and binding.
The problem
At go-live, the knowledge often leaves
On many projects the team changes at go-live. A bug that goes back to a decision made in sprint three then lands with someone who has never seen the code.
Who is responsible for your system in operations, and how the knowledge from the project gets there, is set out in the maintenance contract.
What you get
Deliverables
- Maintenance: updates to dependencies and runtimes, security patches, certificate renewals
- Monitoring and alerting, connected to your ticketing system or ours
- Bug fixing with agreed response times by severity
- Further development on a fixed budget of hours or as a separate project
- Operations in your cloud environment or in an EU region we manage for you
- Reports at an agreed interval: what happened, what we changed, what comes next
Service hours
What we commit to, and what we don't
Service hours and response times are set out in the maintenance contract, with response times graded by severity. What it says, we keep to.
If your system needs on-call cover outside business hours, we'll tell you beforehand whether and how we can arrange it with your operations team.
The time difference to the partner team in Hanoi lengthens the development day. It does not extend our operational cover. At Senva, production systems are accessed only from Berlin.
Work
Systems that run for years
-
Consultation tool for Telekom shops
Read the case studyBuilt in 2012 and 2013 by today's founding team, before Senva GmbH was founded in 2015. In use in around 750 Telekom shops in Germany since 2012.
-
Trade-fair platform for a telecommunications company
Read the case studyIn service from January 2020 to March 2023, on AWS.
Typical first step
For systems we didn't build: an architecture review
Before we take over the operation of someone else's system, we review it. That way both sides know what is being handed over, and the response times in the contract are based on knowledge rather than hope.
FAQ
Questions about operations
What service hours and response times apply?
Service hours and response times are set out in the maintenance contract before operations begin. If your system needs on-call cover outside business hours, we agree with your operations team beforehand who provides it.
Can you take over a system that another provider built?
Usually, yes. We then start with an architecture review and take over only once we know the code, the infrastructure and the open risks.
Where does the system run?
In your own environment or in an EU region of a cloud provider such as AWS or Azure. The region is set per project and written into the contract.
What happens if we want to switch provider?
The handover to your team or the new provider is set out in the contract, as are the usage and ownership rights to the code. If you wish, the repositories sit in your environment from day one.
Intro call
Let's talk about running your system
30 minutes with Holger Spickmann or Kim Pham. We reply within one working day.
- info@senva.de
- Phone
- +49 30 5268 7541
- Address
- Bundesallee 32, 10717 Berlin, Germany