Services
SLA & Service Continuity Management for Mission‑Critical Web Platforms

SLA & Service Continuity Management for Mission‑Critical Web Platforms in the US

Keep your most strategic digital assets online, secure and fast – 24/7. Stralya designs and operates SLA-backed service continuity for cloud-native web platforms and ecommerce sites, with fixed-price commitments and enterprise-grade reliability tailored to US-based businesses.

Scope of service

What is included in our SLA & Service Continuity Management

Our SLA & Service Continuity Management is built for organizations that treat their web platforms as critical business assets – not just simple brochure sites. We combine operational excellence, cloud-native engineering and business-focused governance to deliver predictable, repeatable reliability.

Core components of our SLA & continuity offering

Custom SLA design with availability, response and resolution targets mapped to your business impact and platform criticality.

End-to-end monitoring setup: application performance, infrastructure health, error rates, user experience and security signals.

24/7 or business-hours incident management with structured escalation paths and clear communication protocols.

Problem management and root cause analysis, with actionable remediation plans and follow-up after major incidents.

Change and release management integrated with your CI/CD pipelines to support safe, controlled and auditable deployments.

Capacity planning and performance optimization to support traffic spikes, seasonal peaks and long-term growth in users or features.

Security hardening recommendations and coordination with your internal security team or external SOC and compliance partners.

Regular service reviews with transparent reporting on SLA adherence, incidents, trends and the forward-looking improvement roadmap.

Optional add-ons for higher criticality platforms

24/7 on-call coverage with senior engineers for ultra-critical customer-facing or revenue-generating services.

Disaster recovery planning and multi-region or multi-zone cloud architectures to reduce downtime risk.

Load and stress testing campaigns ahead of major launches, campaigns, promotions or seasonal peaks.

Extended security monitoring and coordination with your SOC or external security provider for faster threat detection.

Dedicated service manager acting as a single, accountable point of contact for your organization.

Every organization in the US has a different risk profile, compliance landscape and level of digital maturity. That’s why we don’t sell off‑the‑shelf “support packages.” Instead, we design an SLA and continuity model around your specific context – from startup scale-ups and ecommerce merchants to complex public-sector ecosystems – always with one objective in mind: your project crosses the finish line and stays there.

Who benefits most from our SLA & continuity service?

Enterprises and corporate groups

For organizations running multiple web platforms across regions, brands and business units, we provide a structured, centralized approach to reliability and continuity. We integrate with your internal teams and governance to enforce consistent standards and predictable service levels.

Governmental and public-sector entities

Public-facing portals, citizen services and internal platforms require high availability, security and clear accountability. We help you define and operate SLAs that match your mandates, while respecting security, compliance and procurement constraints typical of the US public sector.

Startups and scale-ups with high-stakes platforms

When your platform is your business, downtime is not an option. We support ambitious startups and scale-ups with pragmatic SLAs that balance budget constraints with the need for senior-level reliability engineering – including for high-growth ecommerce brands and Shopify website developers.

International brands operating in the US

If your headquarters are abroad but your growth focus is in the US market, we bring local proximity with global technical standards. We coordinate with your central IT and digital teams to ensure your US platforms comply with global policies while meeting local performance and continuity expectations.

How we work

A rigorous, project-first approach to SLA & continuity

Stralya applies the same project-first mindset to SLA & Service Continuity Management that we bring to development. We never sign a support agreement without fully understanding your architecture, risk profile and expectations. That lets us commit to realistic, dependable SLAs – and keep them over time.

We begin with a structured technical and operational audit of your web platform: architecture, hosting, cloud services, security posture, monitoring, deployment pipelines and current support model. This gives us a clear picture of your reliability baseline and your primary business risks.

Together with your CTO, CIO or digital leadership, we define concrete service levels: uptime targets, response and resolution times, support windows (business hours vs 24/7), criticality tiers and communication flows. We then turn this into a precise, fixed-price scope your team can plan around.

We set up or enhance monitoring, logging and alerting across your stack, and document clear runbooks for incident handling, escalation and communication. When an issue occurs, both your team and ours know exactly what to do, how to prioritize it and who owns each step.

Our senior engineers manage incidents in line with your SLA: triage, containment, root cause analysis and remediation. You receive structured post-incident reports with clear, prioritized action items to prevent recurrence and continuously harden platform stability.

Beyond simply keeping the lights on, we help your platform evolve: performance tuning, architecture hardening, security improvements and capacity planning. We regularly review SLA metrics and adjust the contract as your business, traffic and product roadmap grow.

Find Commonly Asked Questions

We provide tailored SLAs for cloud-native web applications and ecommerce platforms, including availability targets (for example 99.5% to 99.9%+), guaranteed response and resolution times by incident severity, business-hours or 24/7 coverage, and optional on-call escalation. Each SLA is designed around your specific business criticality, compliance requirements and budget, instead of a generic “bronze / silver / gold” package.

No. We routinely take over existing platforms built by other vendors, including custom builds and solutions delivered by a Shopify web development company. We first run a structured technical assessment; if the current architecture cannot realistically support the requested SLA, we will propose a remediation roadmap before we commit. That’s how we protect both your business and our reliability promise.

Yes. Our processes and documentation are designed to align with public-sector expectations around security, traceability and service continuity. We are used to working with formal RFPs, strict change management and multi-stakeholder governance, while still bringing the agility of a specialized expert team.

Typical maintenance contracts are often vague, based on best effort and loosely defined response times. Our SLA & Service Continuity Management is structured, measurable and outcome-driven: clear uptime targets, explicit response and resolution times, defined incident workflows, proactive monitoring and regular reporting. We take responsibility for keeping your platform healthy, not just reacting when something breaks.

Yes. For platforms where 24/7 coverage is justified by business impact, we can design an on-call schedule with senior engineers, backed by robust monitoring and escalation procedures. We will confirm that your architecture, hosting model and budget are aligned with true 24/7 expectations before committing to that level of SLA.

Case Studies