Criticality levels
Agree on incident classification, initial response time, operating hours, and escalation channels for each issue category.
SLA-based technical support for web projects
Uninterrupted operation of your services 24/7: monitoring, CI/CD, refactoring and scaling of busy projects.
We don't just "update WordPress plugins". Our team takes responsibility for DevOps infrastructure, Legacy code audit, configures Prometheus/Grafana and provides an availability guarantee of up to 99.99%.
NBM-IT — we work according to strict service level agreements (SLA L1/L2/L3).
Engineering approach to IT product support
DevOps culture: we anticipate failures before the client knows about them.
We take the headaches off CTOs and business owners. As part of our support, we provide:
- — Implementation of CI/CD (GitLab, GitHub Actions) for releases without downtime;
- — Setting up monitoring alerts (Prometheus, Zabbix, Grafana);
- — Audit and safe refactoring of Legacy code;
- — Database clustering and backup (S3);
- — Access control, DDoS protection;
- — Levels of support (L1: basic incidents, L2: database administrators, L3: senior developers).
Response Guarantee (SLA)
We fix the response time for Critical/High bugs to 15 minutes in the contract.
Monitoring 24/7
Zabbix, Grafana, logging in ELK (Elasticsearch).
Refactoring
We remove technical debt and optimize slow SQL queries.
L1/L2/L3 Support
From responding to users to complex server troubleshooting.
Legacy code audit
We understand the old code, write autotests, document it.
SecOps and Security
Timely updating of kernel patches, firewalls, isolation.
99.9%SLA Uptime
15 minIncident response
0Data loss
24/7Monitoring
SLA Web Project Support
For business-critical websites and services, we define the scope of work, incident response rules, priorities and each party's responsibilities.
Monitoring and prevention
We monitor availability, errors, resources, and backups, plan updates, and address the causes of recurring outages.
Evolving the service without downtime
We separate emergency tasks, regular support and planned improvements, maintain the change queue and report on the time spent.
Levels of Expertise Support SLA
Choose a tariff depending on the criticality of your product. Transferring processes ITIL standards.
1
L1: Basic monitoring (NOC)
First line DevOps. Automatic monitoring of CPU/RAM resources. Reaction to availability failures (ping), restarting services, receiving tickets.
2
L2: Infrastructure management (SysAdmin/DevOps)
Setting up CI/CD pipelines, Docker/Kubernetes management, database profiling, creating and restoring backups (Disaster Recovery).
3
L3: Incident management (Senior Engineers)
Fixing bugs at the source code level, auditing Legacy projects, rewriting heavy architectural components, increasing Performance.
4
SecOps: Information Security
Vulnerability analysis, WAF setup, perimeter limitation, regular pentests and infrastructure audit according to ISO standards.
5
SRE (Site Reliability Engineering)
Implementation of infrastructure automation practices (Infrastructure as Code - Terraform / Ansible) for seamless scaling of projects.
