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© 1998 -> 2024
IT OUTSOURCE - itoutsource.io
USA - Europe - Asia
Service Level Agreements
As an IT outsourcing firm operating within the framework of a cloud Service Level Agreement (SLA), our primary objective is to safeguard the online presence and seamless functionality of US businesses. We meticulously adhere to the standards set forth in the AWS Service Level Agreement (SLA).
Our dedicated teams work tirelessly to prioritize reliability and compliance, ensuring that your critical operations continue to run smoothly and uninterrupted. Rest assured, we are committed to maintaining the highest level of service quality for your business.
Enterprise-grade IT service level agreement for startups
Every business that utilizes third-party IT outsourcing services recognizes the significance of entering into Service Level Agreements (SLAs) with their IT service provider.
Company.xyz.abc, a prominent player in the IT outsourcing market and a leading Managed Service Provider globally, fully comprehends the critical role of service level agreements in the realm of IT services. With over 25 years of experience and numerous successful DevOps projects, we have honed our expertise in delivering remote Amazon Web Services management and providing exceptional customer support across various cloud platforms.
Our commitment to SLAs ensures that our clients receive reliable, efficient, and responsive IT services, backed by industry best practices and a wealth of practical knowledge.
AWS service level agreement for a fraction of costs
Given that AWS stands as the most widely adopted cloud platform globally, our team boasts extensive expertise in working with it. At IT-Solutions.id, we offer a comprehensive suite of services covering the entire spectrum of Amazon Web Services (AWS). From Infrastructure as a Service (IaaS) deployment to Platform as a Service (PaaS) support and Software as a Service (SaaS) management, we handle these tasks on behalf of our clients.
Under our Service Level Agreement (SLA), we ensure consistent uptime for any project or product deployed on AWS and managed by IT-Solutions.id. The best part? Our services come at a considerably lower cost compared to directly procuring them from AWS.
No service credits, as there are no caps on our service levels

The central element of any Service Level Agreement (SLA) lies in the delineation of metrics that guarantee the efficiency and comprehensiveness of the services rendered. These metrics encompass assured service levels, service caps, and relevant service credits.
When collaborating with IT-Solutions.id, rest assured that service caps are not a part of our approach. Instead, we proactively focus on eliminating bottlenecks, thereby minimizing potential performance hiccups. Additionally, we diligently optimize the infrastructure to reduce the incidence of disruptions. Our commitment is to provide seamless service without unnecessary constraints.
IT support service level agreement for our products

At IT-Solutions.id, we offer continuous support and development for all the software products we assist in creating. Our commitment extends to ensuring that:
  1. Timely Release: We work diligently to ensure your product is released on schedule.
  2. Cost Efficiency: Our focus is on cost-effective solutions that optimize your resources.
  3. Scalability: We design products that scale seamlessly as your business grows.
  4. Incident Resolution: Any incidents that arise are swiftly addressed.
From the inception of your product development to navigating the growth phase of your startup, and even during long-term infrastructure support at scale, we’ve got you covered.
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Reliable support & service level agreement

from IT-Solutions.id

A Service Level Agreement (SLA) serves as a critical component in any contract related to IT services. When you engage another company to handle specific tasks, it’s essential to ensure that the SLA provides a precise description of various aspects:
  1. Types of Possible Issues: A clear understanding of the potential issues that may arise.
  2. Incident Response Times: Detailed timelines for addressing incidents.
  3. Issue Resolution Procedure: An understandable and trackable process for resolving issues.
At IT-Solutions.id, our SLA diverges significantly from typical IT service level agreements. The primary distinction lies in our absence of service caps. Instead, we leverage our extensive DevOps expertise to meticulously audit existing infrastructure and workflows. By identifying and proactively eliminating bottlenecks that hinder growth and impact operational stability, we minimize incident occurrences. This approach ensures the stability of your operations while also lightening the workload for our DevOps engineers, who handle multiple projects.
Our overarching goal with the Service Level Agreement is to establish a reliable partnership between IT-Solutions.idand our valued customers. It encompasses a comprehensive description of provided services, supported infrastructure components, notification methods, alerting procedures, and Key Performance Indicators (KPIs) for each project we undertake.

Under the Service Level Agreement (SLA), IT-Solutions.id has the following rights:
  1. Instruction and Procedure Enforcement: We can demand that the customer adheres to the instructions and procedures we enact.
  2. Compensation for Corrections: If issues arise due to third-party intervention in operations, we have the right to demand compensation for the necessary corrections.
  3. Project Team Selection and Scheduling: We retain the authority to select the project team composition and plan their work schedules.
Respectively, IT-Solutions.id also bears the following responsibilities:
  1. Timely Incident Resolution: We guarantee prompt processing and resolution of incidents and requests covered by this SLA.
  2. Service KPI Achievement: Our commitment is to achieve the service Key Performance Indicators (KPIs) outlined below and ensure stable operations for the covered services.
  3. Third-Party Engagement: If necessary, we may employ third parties to provide services covered by this SLA.
As for the customers, they enjoy the following rights:
  1. Monitoring Service Delivery: Customers can monitor the service delivery process without impeding the team’s productivity.
Respectively, the customers also have the following responsibilities:
  1. Documentation and Login Details: Providing all necessary documentation and login details for seamless service delivery.
  2. Incident Tickets: Issuing tickets for any encountered incidents or requested actions.
Our goal is to establish a transparent and reliable partnership, ensuring effective communication and successful service delivery.

System Components Covered by the Service Level Agreement (SLA) from IT-Solutions.id
While each business has its unique DNA and every cloud infrastructure varies, they all share common building blocks. These foundational components include:
  1. Cloud Platforms or Bare-Metal Servers: Whether it’s AWS, GCP, DigitalOcean, Azure, OpenStack, or OpenShift, we cover these platforms.
  2. Container Management Services: Services like EKS (Amazon Elastic Kubernetes Service), GKE (Google Kubernetes Engine), and ECS (Amazon Elastic Container Service).
  3. Virtual Machine Instances: Instances such as Amazon EC2 and Google Compute Engine.
  4. File Storage: Solutions like Amazon S3 and Google Storage Buckets.
  5. SSH Key Management Tools: Ensuring secure access.
  6. Virtual Private Clouds (VPCs): Amazon VPC, Google VPC, and similar constructs.
  7. VPN Instances: For secure communication.
  8. NAT Instances: Network Address Translation for outbound traffic.
  9. API Connectors: Integrating services.
  10. Web or Mobile Apps: Supporting both staging and production environments.
  11. Databases: Including Amazon RDS, PostgreSQL, MySQL, MongoDB, Redis, and Cassandra.
  12. Docker Registry for Images: Managing container images.
  13. Jenkins Cron Jobs: Automating infrastructure management tasks.
  14. Monitoring Tools: ELK stack, Prometheus & Grafana, Splunk, SumoLogic, and more.
  15. Nginx Ingress Controllers: Handling incoming traffic.
  16. TLS/SSL Certificate Managers: Ensuring secure communication.
  17. HashiCorp Vault: For secret storage.
  18. Code Repositories and CI/CD Tools: GitHub, GitLab, Circle CI, Gitlab CI, and others.
These components form the foundation of nearly any infrastructure. Beyond these basics, we tailor our approach to the specific needs of each project, leveraging a diverse range of cloud-specific and open-source tools. Our goal is to build resilient, scalable, and manageable infrastructures that empower your business.

Workflows Covered by IT-Solutions.id’s Service Level Agreement
At IT-Solutions.id, we ensure stable operations for a variety of tasks and workflows, including:
  1. Vertical and Horizontal Scaling: Optimizing resource allocation for scalability.
  2. VPN User Management: Managing secure access for users.
  3. Application Operations: Handling various aspects of application deployment and maintenance.
  4. Database Management: Covering backup, restoration, sharding, replication, and more.
  5. API Operations: Connecting, deploying, and monitoring APIs.
  6. Web/Mobile App Operations: Ensuring smooth functioning, deployment, and log monitoring.
  7. Custom Operations: Tailoring our services to your project-specific needs.
Additionally, IT-Solutions.id possesses extensive experience in diverse domains such as software development, Big Data analytics, blockchain development, and Machine Learning model training. Our IT service level agreement is customized to reflect the specific modules and workflows involved in each case.

Why Choose IT-Solutions.id?
Our commitment to guaranteed performance sets us apart. We provide reliable support across a wide spectrum of IT operations, from software development to cutting-edge technologies like Artificial Intelligence. Our in-depth SLA ensures that we don’t settle for the bare minimum; instead, we go the extra mile to remove bottlenecks and minimize incidents. It’s not too good to be true—reach out to us and experience it firsthand! ????