Priority Support & SLA

When some software stops, the business stops: a system that takes payments, an app in the field, a corporate panel. In such environments "we will look as soon as we can" is not enough; how quickly and at what priority you will be helped must be defined up front.

The cost of downtime is not only the revenue lost in that moment; customer trust, reputation, and the burden of crisis management on your team all count too.

What is an SLA and why does it matter?

Priority support and SLA is a support model that guarantees, in writing, how quickly and at what priority an issue in your business-critical software will be handled. An SLA (Service Level Agreement) is the contract that defines how quickly an issue will be addressed and what service level is guaranteed.

For business-critical systems, an SLA removes the "I hope they respond fast" uncertainty; the expectation is clear on both your side and ours. The difference from standard maintenance is that the outcome is committed, not just the effort: not merely "we will look," but "we will begin intervention within this time."

A well-defined SLA answers three questions clearly: how quickly you get a response when an incident appears, which priority class receives which treatment, and what remediation and reporting process follows an outage. When these three points are written down in advance, a crisis becomes a matter of solving the problem rather than negotiating terms.

What we offer

• Defined response times: guaranteed intervention time by critical, high or normal priority, with a separate commitment for each class.
• Reserved capacity: monthly technical time reserved for you; no waiting in line at the critical moment.
• Direct engineer access: communication with a technical contact; the problem is understood technically at first contact.
• Monitoring and incident management: proactive alerts, coordination during the incident, and post-incident root-cause reports.
• Priority classification: every request is classified by business impact, so a critical issue never sits behind routine requests.
• Transparent reporting: a summary of interventions, response times, and open items over defined periods.

How we work: the incident lifecycle

1. Report: the issue is submitted through a defined channel and recorded.
2. Classification: the incident is prioritized as critical, high, or normal by business impact.
3. Intervention: an engineer steps in within the response time of the relevant priority class.
4. Resolution and verification: a temporary measure or permanent fix is applied, and the result is verified together with you.
5. Root cause and prevention: for critical incidents we prepare a root-cause report and plan steps to prevent recurrence.

Which environments is it for?

This service is built for environments where downtime has a direct, measurable cost.

Typical examples: payment- and transaction-critical systems (a payment flow or matching engine must come back within seconds), field applications (the field team must be able to keep working), corporate management panels and ERP (order, warehouse-stock, and accounting processes must not stop), and systems exposed to campaign and seasonal traffic. Because we have worked in a high-volume, payment-critical environment and in enterprise systems with detailed authorization layers, we know first-hand how such incidents unfold.

How we set it up

We first discuss the system's criticality and acceptable downtime. Based on that we define priority classes, response times and monthly reserved capacity.

As a team that has worked in high-volume, payment-critical environments, we clarify up front how we act during an incident. This service is the assurance-focused tier under Product Growth & Technical Partnership.

Why Aforsoft?

With priority support, the difference is that response times rest on a defined agreement rather than assumption. For business-critical software we provide guaranteed response times, reserved capacity and direct engineer access.

Aforsoft is a software company based in İzmir since 2018, serving clients across Türkiye remotely. We do not leave the SLA on paper; we back it with defined response times and reserved capacity.

Frequently asked questions

What exactly does a guaranteed response time mean?

It is our commitment to begin intervention within a defined time after you report an issue, by its priority class. The times are written into the agreement. Response time is the time to start working actively on the issue, not the time to fully resolve it; resolution time varies with the complexity of the problem.

How is the SLA support fee determined?

The fee is set according to the system's criticality, the response times you require, and the monthly reserved capacity. Shorter response times and wider working hours require more reserved capacity. After we discuss your needs we share a clear quote.

Do you work 24/7?

It is set up to need. For critical systems, extended-hours and 24/7 options can be defined; for most businesses, working-hours support plus critical-incident prioritization is enough. We decide the model together.

What is the difference between the priority classes?

The critical class is for incidents where work fully stops or revenue is directly lost, and it has the shortest response time. The high class covers important issues that do not halt the whole system.

The normal class is for requests with limited business impact. We classify each incident by business impact together.

Is it only for software you built?

No. For other companies' software that can be taken over, we can define an SLA after a short technical assessment. That assessment gives us the visibility needed to support the system with confidence.

Can you integrate with our existing system and monitoring tools?

Yes. We can work with your existing monitoring, logging, and alerting setup; if you do not have one, we propose a suitable monitoring approach. The goal is to notice issues before you do and act proactively.

How is the security of our data ensured?

We work with only the level of access the job requires, and we do not write sensitive data into logs. Access, confidentiality, and data-handling terms are defined in the agreement, and we act in line with applicable data-protection (KVKK) obligations.

I am outside İzmir, can we still work together?

Yes. We are based in İzmir but work across Türkiye and remotely. SLA support is delivered largely remotely, so location is not an obstacle.

What is the difference between standard maintenance and SLA support?

Standard maintenance covers planned updates and fixes within a reasonable time. SLA support guarantees the response time and reserved capacity; you do not wait in line at critical moments. SLA support is the choice for systems where downtime directly causes revenue or reputation loss.

How quickly can we start SLA support?

We can start after a short technical assessment and access preparation for your system. For systems we built ourselves the transition is faster; for systems taken over, the assessment time depends on the state of the system.