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

"Azure Virtual Desktop has helped us deal with the new demands of working from home."
Miroslav Hurban
Team Lead of Technology Architecture Slovenská sporiteľňa

"By migrating to Microsoft Azure, we have gained a high level of flexibility without compromising on security."
Marián Danisek
IT Manager Penta Hospitals

"Microsoft 365 has brought us the connection of all the heating plants with enhanced collaboration capabilities."
Norbert Skákala
CIO / IT Director, MH Teplárenský holding

"The delivered solutions have significantly streamlined and simplified our inter-company communication."
Peter Trnka
Head of IS Operations O2 Slovakia


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.

CTO and Director of CES Division
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Member of the Board of Directors, CTO and Director of CES Division
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Operations Director, CES Division
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SLA Project Manager
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