Service Level Agreement

Service Level Agreement (SLA). Reliability, security and fast response for your Microsoft cloud solutions

Guaranteed performance, safety and support whenever you need it

Our SLAs give customers the confidence that their Microsoft Azure, Microsoft 365 and on-premise solutions are reliable and protected from risks. We combine fast response times, transparent terms and conditions, proactive oversight and reactive services to fully support the running of your business, whether you need 8×5 or 24×7 support.

Fast response and reliable solutions

We respond immediately when you need it most.

Critical incidents are solved within 1 hour, common incidents within 1 day - always according to predefined SLA parameters. We guarantee the expertise and experience of system specialists, certified competencies, team availability and capacity readiness, so you can be sure that your problem will reach the right expert without delays.

Proactive care

We monitor, analyse and alert before a problem arises.

We regularly organize workshops, security consultations and technology overviews, alerting you to risks as well as new challenges and preparing you for changes in the Microsoft ecosystem.

Flexible schedules and professional support

We offer variants from basic coverage to the highest level of support in 24×7 mode.

You can extend your services with additional options, including Microsoft Premier Support.
We cover the entire process with professional tools for effective communication, ticketing, incident management and clear reporting so that you are always clear on performance and support status.

Portfolio of services

Service Level Agreement (SLA)

SOFTIP's SLA is a quality commitment that precisely defines the level of care for your cloud and hybrid solutions. Each plan includes clear response times, covered services and support scope. You choose the combination of proactive and reactive activities that fits your needs.

Monitoring of services

We regularly monitor the availability and performance of your cloud solutions. With Service Health, Resource Health and Log Analytics, we can quickly identify anomalies, anticipate potential issues and minimize the impact before they affect your business.

Governance and monitoring of change

We provide a continuous overview of all changes and updates within Microsoft 365 and Azure. We actively monitor the Microsoft Message Center as well as other resources, alerting you to upcoming functionality and recommending the steps necessary for secure and smooth operation.

Security

Tenant Security Analysis (AuditLens) provides a regular security assessment of the Microsoft 365 environment, identifies risks and recommends corrective actions. We provide operation and maintenance of Microsoft SENTINEL, which increases the level of detection and response to security incidents.

Incident and Request Handling

We efficiently resolve technical problems, incidents and routine service requests. We use clearly defined SLA response times so that you can be assured of fast assistance in critical situations.

Changes, installations and reconfigurations

We perform configurations, installations and changes to your cloud and hybrid systems. We ensure smooth modifications and development of solutions without unwanted downtime.

Microsoft Advanced Support

Part of our plans include access to extended technical support from Microsoft. You get a higher level of escalation, faster response and support from technology-specific specialists.

Monthly SLA reports

Each month you receive a clear summary of service performance, incident data, response times, trends, recommendations and proactive activity status.

SLA setting 8×5 or 24×7

Customers choose the level of support to suit their business needs - from business hours to extended modes to the full round-the-clock availability of our specialists.

Microsoft Premier Support

For demanding environments and mission-critical systems, we offer access to Premier Support. It allows direct access to Microsoft experts, a defined number of tickets and faster resolution of complex incidents.

Our customers include

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+ 100

other satisfied companies

Case studies

Improve processes across the enterprise with Cloud Solutions

Product support

Our services do not end with the delivery of licenses. You can count on our long-term support to enable you to take full advantage of all the possibilities of cloud's solutions.

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Ján Schwarz

CTO and Director of CES Division

SOFTIP

The Frontier Partner designation is only awarded by Microsoft to a select group of partners with advanced competencies in artificial intelligence, cloud solutions and security. SOFTIP has thus become one of the technology leaders in the Central and Eastern Europe (CEE) region.
Students from the V4 countries met at the Jozef Murgaš Secondary School of Industry in Banská Bystrica to experience first-hand what it is like to face real cyber threats.
We are very happy! We have managed to acquire another important Microsoft specialization - this time in the area of Modern Work - Modernize Endpoints. This latest specialization is a confirmation of our competence in the area of endpoint deployment, management and security.
SOFTIP has become a finalist in the global competition Microsoft Partner of the Year 2024. The Slovak IT company achieved this extraordinary success in the category Modern Workplace for Frontline Workers, where it was ranked in the top three of the world's best partners of the software giant Microsoft. This happened in its very first participation in this competition, in which more than 4,700 nominated projects fought it out.
SOFTIP enjoys another success. It has achieved the important Microsoft Cloud Security specialization and has thus become a holder of all four advanced Microsoft Security specializations. And it is the first and so far the only company in the CEE region.
Copilot for Microsoft 365 is Microsoft's latest AI-powered tool that transforms the way you work with Microsoft 365 apps and services - like Word, Excel, PowerPoint, Outlook, Teams, and OneNote.
SOFTIP has acquired another important specialization from the technology giant Microsoft, this time in the area of infrastructure and database migration to the cloud Microsoft Azure environment. The new Infra and Database Migration specialization is an independent confirmation of SOFTIP's high expertise and extensive experience in moving customer on-premise solutions to cloud (including Linux VMs and open-source databases).
You may have noticed that we have recently stopped using the Microsoft Gold Partner title. Instead, SOFTIP is a Microsoft Solutions Partner. And in up to five areas. Our new designation fully replaces and even exceeds our previous accreditation. What is the reason for this change? And what does it actually mean for our customers?
Microsoft has set stricter conditions for companies to enter the partner programme. It has thus simplified the selection of a suitable IT solutions supplier for its customers, but also significantly increased the pressure on the quality of (not only) Slovak partners. SOFTIP is already among the suppliers that have successfully met the new criteria.
With its fifth Microsoft Partner of the Year title, SOFTIP confirmed its stable position in the Microsoft partner ecosystem, which appreciated the fact that it has adopted the cloud-first vision and adapted its business philosophy to it. It was one of the first to become a user of all the major Microsoft cloud technologies and further communicates their benefits to its customers.

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Who will work with you?

Want to know which SLA plan is best for your business? Contact us and we will prepare a tailor-made solution for you.

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Ján Schwarz

Member of the Board of Directors, CTO and Director of CES Division

SOFTIP

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Patrik Nota

Operations Director, CES Division

SOFTIP

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Michal Kokavec

SLA Project Manager

SOFTIP

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