Maintenance & SLA Operations
ANSOL keeps systems stable after go-live. Incident response, monitoring, change management and continuous improvement are managed with standardized processes to eliminate person-dependency.
Support Coverage
ANSOL handles everything from intake to incident response and continuous improvement.
Request Intake & Coordination
Receive, triage, prioritize and assign requests and incidents, with progress tracking and stakeholder updates.
Incident Handling
Initial response, root cause analysis, resolution and prevention proposals and implementation for system incidents.
Monitoring & Continuous Improvement
System monitoring, alert management and scheduled maintenance combined with improvement proposals, change management and quality improvement.
Operations Team Roles
| Role | Responsibility |
|---|---|
| Service Desk / PM | Intake, triage, status communication, client point of contact and monthly reporting |
| Operations Lead | Operations design, improvement backlog, change management and escalation decisions |
| Engineer | Incident handling, patching, fix implementation, testing and deployment |
| QA (Optional) | Pre/post-change testing, regression testing and quality gate management |
Service Scope
Incident Response & Incident Management
- SLA management based on P1–P4 priority classification
- Initial response, root cause analysis, resolution and prevention
- Incident timelines and incident report preparation
Monitoring & Observability
- Uptime monitoring for apps, infrastructure, databases and APIs
- Alert threshold design and escalation flow setup
- Dashboard visualization of operational status
Periodic Maintenance
- OS, middleware and application patches and updates
- Backup validation and periodic DR procedure review
- Dependency libraries, certificates and service configuration maintenance
Change Management & Continuous Improvement
- Change request evaluation, risk assessment and approval flow
- Planned execution of minor fixes, UI improvements and bug fixes
- Improvement backlog management and prioritization
Basic Security Operations
- Regular security patching and vulnerability response
- Access log and anomaly detection monitoring
- Security review of dependencies and third-party integrations
Reporting & Governance
- Monthly SLA reports (availability, incidents, response times, improvements)
- Quarterly reviews, improvement proposals and priority alignment
- Continuous documentation, runbook and handover material updates
SLA Response Times
Ack = Acknowledgement time / Start = Commencement time
| Priority | Lite Care | Basic Ops | Standard Care | Growth Ops | Enterprise Ops |
|---|---|---|---|---|---|
| P1 (Critical) | Ack 2h | Ack 1h | Ack 30m | Ack 15m | Ack 15m |
| Start 4h | Start 2h | Start 1h | Start 30m | Start 15m | |
| P2 (High) | Ack 4h | Ack 2h | Ack 1h | Ack 30m | Ack 30m |
| Start 8h | Start 4h | Start 2h | Start 1h | Start 30m | |
| P3 (Medium) | Ack Next BD | Ack 4h | Ack 2h | Ack 1h | Ack 1h |
| Start Next BD | Start Next BD | Start 4h | Start 2h | Start 2h | |
| P4 (Low) | Ack 2 BD | Ack 2 BD | Ack 2 BD | Ack 1 BD | Ack 1 BD |
| Start Planned | Start Planned | Start Planned | Start Planned | Start Planned |
SLA Packages
Packages can be customized to your requirements. Contact ANSOL to discuss the right fit.
Lite Care
0.6 MM / month
Coverage: Business hours weekdays
Team: SD + Eng
- Incident intake and initial response
- Monthly maintenance and patching
- Monthly reports
Basic Ops
1.0 MM / month
Coverage: Business hours weekdays
Team: SD + Eng
- Monitoring and alert design
- Incident management and root cause analysis
- Basic change management
- Monthly SLA reports
Standard Care
2.0 MM / month
Coverage: Weekdays + Saturday
Team: SD + Ops Lead + Eng
- Monitoring and observability design
- Change management and improvement backlog
- Basic security operations
- Monthly reports + quarterly reviews
Growth Ops
3.0 MM / month
Coverage: Weekdays + Saturday
Team: SD + Ops Lead + Eng + QA
- Full monitoring and alert management
- Continuous improvement backlog operations
- QA testing and change gates
- Reporting and continuous improvement
- Minor new feature support
Enterprise Ops
5.0 MM+ / month
Coverage: 24/7 (P1/P2)
Team: Full team
- 24/7 emergency response (P1/P2)
- Full monitoring and security operations
- Full change management and continuous improvement
- Monthly/quarterly SLA reviews
- Multi-system and multi-environment capable
Why Businesses Choose ANSOL
Standardization eliminates person-dependency
ANSOL establishes runbooks, checklists and change management flows to build stable operations that do not depend on specific individuals.
Operations model connected to development and improvement
Issues and improvement opportunities found in operations are managed as an improvement backlog and fed back into the development cycle.
Faster decisions through clear communication
ANSOL communicates in Vietnamese, English and Japanese. Reports, status updates and reviews are delivered timely and clearly.
FAQ
Is 24/7 coverage available?
What is the difference between Ack (acknowledgement) and Start (commencement)?
Are large changes or new features included in the maintenance scope?
Is monitoring and log management included?
Will ANSOL propose improvements beyond regular operations?
Ready to stabilize your operations?
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