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

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

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, with fixed-price commitments and enterprise-grade reliability tailored to the Dubai and GCC market.

Scope of service

What is included in our SLA & Service Continuity Management

Our SLA & Service Continuity Management is designed for organisations that treat their web platforms as critical assets – not as simple marketing websites. We combine operational excellence, cloud-native engineering and business-focused governance to deliver predictable reliability.

Core components of our SLA & continuity offering

Custom SLA design with availability, response and resolution targets aligned to your business impact.

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

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

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

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

Capacity planning and performance optimisation to support traffic peaks and long-term growth.

Security hardening recommendations and coordination with your internal or external security teams.

Regular service reviews with clear reporting on SLA adherence, incidents, trends and improvement roadmap.

Optional add-ons for higher criticality platforms

24/7 on-call with senior engineers for ultra-critical services.

Disaster recovery planning and multi-region or multi-zone cloud architectures.

Load testing campaigns ahead of major launches or seasonal peaks.

Extended security monitoring in coordination with your SOC or security provider.

Dedicated service manager as a single point of contact for your organisation.

Every organisation in Dubai and the wider GCC has a different risk profile and digital maturity level. That is why we do not sell off-the-shelf “support packages.” Instead, we build an SLA and continuity model around your specific context – from startup scale-ups to complex governmental 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 organisations running multiple web platforms across regions and business units, we provide a structured, centralised approach to reliability and continuity. We integrate with your internal teams and governance to ensure consistent standards and predictable service levels.

Governmental and semi-governmental entities

Public-facing portals, citizen services and internal platforms require high availability and clear accountability. We help you define and operate SLAs that match your mandates, while respecting security, compliance and procurement constraints typical of the UAE 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 professional, senior-level reliability engineering.

International brands operating in the GCC

If your headquarters are abroad but your growth focus is in the Middle East, we provide local proximity in Dubai with global technical standards. We coordinate with your central IT teams to ensure your regional platforms are fully aligned with global policies.

How we work

A rigorous, project-first approach to SLA & continuity

Stralya applies the same project-first mindset to SLA & Service Continuity Management as we do to development. We never sign a support contract without fully understanding your architecture, risks and expectations. This allows us to commit to realistic, reliable SLAs – and to keep them over time.

We start with a structured technical and operational audit of your web platform: architecture, hosting, cloud services, security posture, monitoring, deployment pipelines and existing support practices. This gives us a clear view of your current reliability level and your primary business risks.

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

We set up or enhance monitoring, logging and alerting across your stack, and document clear runbooks for incident handling, escalation and communication. This ensures that when an issue occurs, your team and ours know exactly what to do and who is responsible.

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

Beyond keeping the lights on, we help you evolve your platform: performance optimisation, architecture hardening, security enhancements and capacity planning. We regularly review SLA metrics and adjust the contract as your business and traffic grow.

Find Commonly Asked Questions

We offer tailored SLAs for cloud-native web applications, 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 needs and budget, rather than a generic “bronze / silver / gold” template.

No. We can take over existing platforms built by other vendors, provided we first perform a structured technical assessment. If the current architecture cannot realistically support the requested SLA, we will recommend a remediation roadmap before we commit. This is how we protect both your business and our reliability promise.

Yes. Our processes and documentation are designed to align with governmental 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 boutique 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 processes, proactive monitoring and regular reporting. We take responsibility for keeping your platform healthy, not just for reacting when something breaks.

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

Case Studies