SLA Technical Care & Support
Keeping Your Systems Stable, Secure and Ready to Grow
Since 2012, NETTOM.com has not only delivered software projects but has also provided long-term technical support for systems developed both by us and by other software vendors.
Today we provide ongoing maintenance, development and technical support for custom applications, e-commerce platforms, websites and business-critical systems used by companies in Poland and abroad.
Selected Long-Term Support Projects
Custom Systems & Big Data
KlipsData (since 2024)
https://klipsdata.com/
Benchmarking platform for hotels and apartment operators.
Grupa MPT (since 2024)
Data aggregation and verification system for food wholesalers.
Essity (since 2018)
Sales representative support system.
Ordynatka (since 2020)
Management platform for accounting offices.
Two nationwide pharmacy chains (since 2020)
Data aggregation and business analytics platforms.
E-commerce
Renox (since 2021)
https://renox.pl/pl/
La Chambre (since 2022)
https://la-chambre.com/en/
Corab S.A. (since 2015)
https://corab.pl/
B2B platform together with numerous internal systems supporting company operations.
Websites & Corporate Portals
Arbet Olsztyn (since 2015)
https://www.arbetolsztyn.pl/
Corporate website together with investment portals for one of the largest property developers in the Warmia-Masuria region.
Apcoa Polska (since 2018)
https://www.apcoa.pl/
Website maintenance and development of supporting microservices.
Poliklinika (since 2018)
https://poliklinika.net/
Portal development and ongoing technical support.
Wojewódzki Szpital Specjalistyczny w Olsztynie (since 2015)
https://wss.olsztyn.pl/
Development and maintenance of the hospital website.
Additional long-term projects include:
and many others.
Long-Term Technology Partnerships
Over the years we've built lasting relationships with organisations that rely on us for continuous development and technical support.
City Hall of Olsztyn (since 2010)
Development of portals, dedicated systems and mobile applications including:
Marine Project (since 2010)
Development and maintenance of a dedicated CRM platform for the yachting industry.
DoubleTree by Hilton (since 2023)
Event management platform including reservation, ticketing and venue management modules.
Globtree (since 2010)
Continuous development of web portals.
Orange (since 2020)
Development and maintenance of web-based applications.
…and many more.
What Does an SLA Agreement Include?
An SLA with NETTOM.com provides ongoing technical support under agreed commercial terms. Instead of requesting work whenever issues arise, you have dedicated engineering capacity available every month together with guaranteed response times.
The agreement is based on a monthly (or annual) budget and a fixed hourly rate for implementation, maintenance and consulting work. This gives you predictable costs while ensuring your systems remain supported by engineers who already know your environment.
How We Work
We keep our agreements flexible while providing long-term stability.
- Fixed-term or open-ended contracts
- Minimum cooperation period: 3 months
- Notice period agreed individually
- Monthly pool of engineering hours
- Hours can be used across multiple websites or systems covered by the agreement
Benefits of an SLA Agreement
Clients working under an SLA receive priority over one-off requests.
The main advantages include:
- Guaranteed response times
- Priority handling of incidents and support requests
- Fixed hourly rate throughout the agreed period
- Predictable monthly support costs
- Continuous technical support regardless of staff availability
- Faster diagnostics for critical issues
- Full visibility of tasks through the NETTOM project management system
- Separate development environment for testing before deployment
- Daily backups of development environments
- Ongoing monitoring of applications and infrastructure
Scope of Support
Our SLA combines everyday maintenance with continuous development.
Ongoing Maintenance
Typical maintenance work includes:
- server administration and backup management
- monitoring system availability
- performance optimisation
- software updates
- security monitoring
- bug fixing
- troubleshooting integrations
- resolving user login issues
- configuration of websites and online stores
- database monitoring
- assistance during hosting-related incidents
- GDPR and security incident support
- technical consultations
- end-user and administrator training
- preparation of technical and user documentation
Development Work
Monthly SLA hours can also be used for further development of your systems.
Typical projects include:
- new features
- third-party integrations
- UX improvements
- performance optimisation
- checkout improvements
- business process automation
- reporting modules
- API development
Response Times
Response priorities are agreed individually with every client.
Critical (Priority A)
Examples:
- application unavailable
- production failure
- recovery from backup required
Response time: up to 6 working hours
High Priority (Priority B)
Examples:
- major functionality not working correctly
- serious integration problems
Response time: next business day
Standard (Priority C)
Examples:
- planned improvements
- development requests
- content or configuration changes
Response time: according to the agreed project schedule
Frequently Asked Questions
Do you only support systems developed by NETTOM?
No.
A significant part of our work involves taking over systems originally developed by other software companies. Before support begins, we review the existing infrastructure, verify access, sign an NDA if required and prepare a technical assessment.
How long does onboarding take?
The onboarding process depends on the quality of existing documentation, access to infrastructure and the complexity of the system.
Even if documentation is incomplete, we can usually take over the project. It simply means the initial analysis phase will take longer.
Can one SLA cover multiple websites?
Yes.
Your monthly engineering hours can be used across several systems or websites, provided they are included in the agreement.
When can cooperation begin?
In most cases we can start within one to four weeks.
Can we keep working with our internal IT team?
Absolutely.
Many of our clients already have developers or IT departments. We regularly work alongside internal teams, taking responsibility for selected systems or sharing development tasks where appropriate.
Experience
Since 2012, we've delivered more than 2,500 IT projects across a wide range of industries.
Our experience includes:
- Custom software development
- Enterprise systems
- Big Data platforms
- E-commerce
- Corporate websites and portals
We work with technologies including Magento, PrestaShop, TYPO3, WordPress, Drupal, Symfony and many others.
Get in touch
Need a stable technology partner who not only fixes things, but takes care of your security and growth too?
- Prepare an initial list of tasks and issues.
- Contact us for an audit (if documentation is missing).
- Schedule an onboarding meeting.
NETTOM — your convenient technical support, always within reach
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The SLA information provided on this website is for informational purposes only and does not constitute an offer within the meaning of applicable law. The scope of support for a given client results exclusively from an individually signed SLA agreement and may differ from the description presented on this website.
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