Best fit when your system is live and you need SLA-backed support, monitoring, and a structured improvement loop.
ARIS Vietnam standardizes service desk intake, incident response by severity (P1–P4), monitoring, change control, and continuous improvement so that operations are transparent and do not depend on individuals.
This model is designed for systems already in production that need a reliable, structured operating partner.
When you need a dedicated team to handle incidents, monitoring, and routine maintenance consistently.
When the business requires defined response and resolution targets for each severity level (P1–P4).
When changes to the production system must follow a structured approval process with impact assessment and traceability.
When you want the operating team to also propose and implement incremental improvements, not just react to issues.
If the system is not yet live or the primary need is building new features, another model is a better starting point.
We cover the full operating cycle — from intake and incident response to monitoring, change control, and continuous improvement.
Structured intake, priority classification, regular operations meetings, minutes, and reporting for international teams.
Initial triage, workaround, root cause investigation, and permanent fix proposal based on agreed severity targets.
Alert review, dashboard maintenance, log review, false-positive reduction, and handover or improvement of existing monitoring.
Health checks, backup verification, scheduled maintenance, patch application, and operations documentation updates.
Impact analysis, CR workflow, minor enhancements, and connection to the continuous improvement loop.
Weekly / biweekly / monthly reports, risk and issue logs, change history, and stakeholder-facing status visibility.
Ack = acknowledgement and first response direction. Start = target time to begin actual work. All values are within business hours unless otherwise agreed.
BH = business hours / BD = business day. Standard values are based on weekday business-hour coverage (Mon–Fri, 8:30–17:30).
| Severity | Lite | Basic | Standard | Growth | Enterprise |
|---|---|---|---|---|---|
P1 Service outage / critical incident | Ack 8BH / Start 1BD | Ack 4BH / Start 8BH | Ack 2BH / Start 4BH | Ack 1BH / Start 2BH | Ack 30 min / Start 1BH |
P2 Major impact on core functions | Ack 1BD / Start 2BD | Ack 1BD / Start 1BD | Ack 8BH / Start 1BD | Ack 4BH / Start 8BH | Ack 2BH / Start 4BH |
P3 Limited impact | Ack 2BD / Start 3BD | Ack 2BD / Start 3BD | Ack 1BD / Start 2BD | Ack 8BH / Start 1BD | Ack 8BH / Start 1BD |
P4 Minor request / question | Ack 3BD / Start 5BD | Ack 3BD / Start 5BD | Ack 2BD / Start 4BD | Ack 2BD / Start 3BD | Ack 1BD / Start 2BD |
Packages are sized by operating load and system criticality — from small systems to enterprise-scale environments.
Web or API · 0.6 MM / month
Web + API · 1.0 MM / month
Web + Mobile + API · 2.0 MM / mo
Multi-system · 3.0 MM / month
Enterprise · 5.0 MM / month
* Prices are indicative. Final estimate based on system landscape, incident frequency, and coverage hours. See full package details →
Choose the model based on where you are in the lifecycle and what the primary objective is.
Best when the objective, requirements, or approach still need to be validated before committing to full scope.
Learn more →Best when requirements shift continuously and you need a long-term team for iteration, planning, and coordination.
Learn more →Best when scope, acceptance criteria, and timeline are relatively clear and formal sign-off is required at each milestone.
Learn more →Best for post-production support including incident handling, SLA governance, monitoring, and incremental improvement.
Current pageWe do not just react to incidents. We standardize operations to reduce dependency, improve transparency, and connect daily work to continuous improvement.
Priority classification, first triage, CR handling, meeting records, risk logs, and change history are all systematized.
From investigation to permanent fixes, minor enhancements, and improvement proposals — all in one operating model without fragmentation.
Because intake, prioritization, and reporting are handled clearly, decisions during incidents and improvement cycles move faster.
Standard coverage is weekday business hours. Night, weekend, and holiday support can be arranged as an add-on.
Ack means acknowledgement and first response direction. Start means the target time to begin actual work such as investigation or triage. Both are measured within business hours.
Minor changes may be handled within the plan. Specification changes or additional development go through a CR process with agreed scope, cost, and schedule.
Yes. We can take over and improve existing monitoring, and propose alert design, log visibility, and dashboards where needed.
We support not only stable operations but also minor enhancements, improvement proposals, recurrence prevention, and operational standardization.
We escalate it as a CR or separate recommendation. If the fix requires significant effort, we propose a scope and timeline separately from the maintenance contract.
ARIS can propose the right maintenance package with SLA targets and an operating model that fits your system landscape and team.
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