Monthly hour package, with a reduced hourly rate compared to Consulting.
Contract with a 6-month minimum term, which allows planning the environment's evolution and securing the reduced rate.
02 路 ONGOING
24/7 Maintenance and Support
Your environment looked after every month, with a reduced hourly rate and fast incident response.
How it works
- 01Onboarding and environment assessment
- 02Monthly activity plan
- 03Operations, improvements and incident response
- 04Monthly report
Service levels (SLA)
Each ticket gets a severity based on its impact on your business. The times below apply to 24/7 Support clients and are written into the contract.
| Severity | Example | First response | Updates | Workaround target |
|---|---|---|---|---|
| P1 路 Critical | Production down or risk of data loss | 15 min, 24/7 | Every 30 min | 4 h |
| P2 路 High | Severe degradation affecting users | 30 min, 24/7 | Every 2 h | 8 h |
| P3 路 Medium | Partial failure without significant impact | 4 business hours | Daily | 3 business days |
| P4 路 Low | Questions, adjustments and planned improvements | 1 business day | Weekly | Monthly plan |
[PREENCHER] Example values: confirm against the contract before publishing.
How it's billed
Using the hours
The package is monthly and hours do not roll over. That's why Gole plans each month with the client to use all contracted hours, and delivers a complete hours and activity report every month.
SLA
Incident response in under 15 minutes, 24/7.
Availability goal
We pursue 99.99% uptime for the client's platform, wherever it runs. Many clients arrive with unstable environments, and stabilization is the first step.
What's included
- 24/7 monitoring and alerts
- Incident response in under 15 minutes
- Updates and patches
- Backup management
- Deployment pipeline maintenance and updates
- Continuous environment improvements
- Ongoing FinOps
- Monthly follow-up meeting
- Monthly hours and activity report
- Technical support for the client's development team
What's not included
- Hours beyond the monthly package (billed separately or by adjusting the package, as agreed with the client)
- Large projects, such as full migrations, which are hired as Consulting
- Cloud costs and software licenses
- Development of features in the client's application
Who it's for
Companies that need a stable, evolving environment with costs under control, on any cloud or on Gole Cloud.
Consulting vs. Maintenance
| Consulting | 24/7 Maintenance | |
|---|---|---|
| Format | Project with a beginning, middle and end | Ongoing, month to month |
| Term | Project duration | 6-month minimum |
| Billing | Hourly rate, estimated by scope | Monthly hour package |
| Hourly rate | Competitive | Reduced |
| Incident response | As defined in the project | < 15 min, 24/7 |
| Reporting | Final project delivery | Monthly hours and activity report |
| Ideal for | Defined goals | Ongoing operations and evolution |
Ready for the next step?
Talk to the Gole team and find the best path for your environment.
Build your hour package