SLA - Project support after launch
SLA is not discounted development hours. It's priority, reserved capacity and predictable production support. For ongoing development there's a separate format — the Dev retainer.
SLA metrics are measured within support hours (Mon–Fri 10:00–17:00 MSK).
SLA support plans
Smaller plans cost more per hour: you're buying not volume, but a guarantee of reserved capacity and priority.
| Plan | What's included | Response time | Hours per month | Monthly |
|---|---|---|---|---|
| Basic |
| up to 8 business h | 4 | $300 |
| Business |
| up to 4 business h | 8 | $525 |
| Pro |
| up to 2 business h | 16 | $950 |
Out-of-package — $66/hour; urgent and out-of-hours work — from $94/hour. Minimum billing increment — 15 minutes. Bugs that are our fault are fixed outside the limit within 14 days after release.
Dev retainers
For projects with a regular development volume. You reserve monthly capacity and get a predictable budget instead of one-off «how much will it cost» negotiations.
| Retainer | What you get | Hours per month | Per hour | Monthly |
|---|---|---|---|---|
| Dev 40 | A committed slot, weekly sync, work from the backlog | 40 | $59 | $2,375 |
| Dev 80 | Effectively a dedicated part of the month for your project, sprints, roadmap | 80 | $56 | $4,500 |
| Dev 120 | Near-dedicated capacity with quarterly planning | 120 | $53 | $6,375 |
A retainer can be supplemented with SLA support: priority P1/P2 response and an emergency channel for a separate fixed fee.
Classification of incidents and requests
P1-P4 targets apply within support hours. Outside working hours — only by arrangement and, if needed, for an additional fee.
| Priority | Description | Response time | Resolution time |
|---|---|---|---|
| P1 | Critical error: project downtime, data loss | up to 1 h | up to 4 h |
| P2 | Disruption of core functionality | up to 2 h | up to 1 business day |
| P3 | Non-critical bugs, visual glitches | up to 8 h | up to 3 business days |
| P4 | General questions, wishes, suggestions | up to 24 h | up to 5 business days |
Frequently asked questions
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How is SLA support different from a Dev retainer?
SLA support is a service around live production: response, priority, prevention and a small amount of changes. A Dev retainer is committed development capacity (40–120 h/mo) for regular work. If you need development volume — that's a retainer; if you need reliability and a fast response — that's SLA.
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What is and isn't included in support?
The plan covers incidents, prevention (backups, monitoring, updates) and minor changes. Major development, redesign, SEO, migrations and large-scale refactoring — separately or within a Dev retainer.
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What happens to unused hours?
On the «Business», «Pro» plans and Dev retainers, up to 25% of unused hours roll over to the next month. On the «Basic» plan, hours are valid within the billing month.
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How does payment work?
Payment is monthly in advance. Each task is estimated upfront and you approve its scope in hours before work begins — so the cost is clear from the start and the budget stays predictable. For completed tasks you receive a report with the remaining hours in your pool.
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How to get started?
Contact us in any convenient way; we'll discuss your needs, choose a suitable format and prepare a contract. Support begins immediately after payment.