What happens if you miss an SLA?

Service credits apply as contracted, and the breach triggers a root-cause review at the monthly service meeting with corrective actions tracked publicly.

Can support cover third-party products we did not build with you?

Yes, provided we can get sufficient access and documentation during transition. We assess supportability up front and are explicit about anything we cannot commit to.

How quickly can an engagement start?

Discovery usually begins within one to two weeks of scope agreement, and a delivery team is typically mobilised within three to four weeks depending on the skills involved.

Can you work alongside our in-house team?

Yes — most of our engagements are blended. We work in your repositories, ceremonies, and tooling, and we plan for knowledge transfer from the start so capability stays with you.

How are engagements priced?

Fixed price for well-bounded projects, monthly capacity for dedicated pods, and outcome-linked SLAs for managed services. We are explicit about assumptions and what would change the number.

NeonAITech services — AI and data engineering, product engineering, cloud and DevOps, managed operations, security and quality

Enterprise Support & SLA Management

Committed response and resolution times, reported transparently.

Book Free Consultation All Services

15 min

Severity-1 response commitment

98%+

SLA attainment reported monthly

Named

Service manager and escalation path

Overview

What Enterprise Support & SLA Management means at NeonAITech

We provide contracted support with defined severity levels, response and resolution targets, and escalation paths — plus the reporting to prove performance against them. Service credits and monthly reviews keep the commitment real rather than decorative.

Tools & Platforms

ServiceNow
Jira Service Management
PagerDuty
Zendesk
Power BI
Slack

We are not tied to a single vendor — the stack follows the problem, your existing estate, and your team’s skills.

What We Deliver

Tiered Support Desk

Single point of contact across your applications and infrastructure, with severity-based routing to the right engineer.

SLA Design & Governance

Severity definitions, response and resolution targets, and service credits agreed to match genuine business impact.

Service Reporting & Review

Monthly performance reporting with trend analysis and improvement actions tracked to closure.

Capabilities

Inside the Engagement

Follow-the-sun and business-hours models

Multi-channel intake with portal and email

Major incident and escalation management

Change and problem management practice

Continual service improvement plans

How We Work

A delivery rhythm you can see into

Every Enterprise Support & SLA Management engagement runs the same four phases, with AI used wherever it removes effort rather than adds novelty.

01
Discover
We map the current state, agree the outcome, and size the work — so scope is a shared decision, not a surprise.
02
Design
Architecture, delivery plan, and success measures are set before build, with costed options where trade-offs exist.
03
Build
Short increments with working output you can review, steer, and stop — never a black box until go-live.
04
Operate
We measure against the agreed outcomes, hand over documentation, and stay on for support where you want it.

Engagement Models

Buy it the way that fits

Fixed-Scope Project

A defined outcome, timeline, and price. Best when requirements are clear and the deliverable is well bounded.

Dedicated Pod

A cross-functional team working to your backlog and priorities, scaling up or down with a month’s notice.

Managed Service

Ongoing ownership against agreed SLAs, with a share of capacity reserved for continuous improvement.