Maintenance & SLA Operations
Business Hours Operations | Incident Response, Monitoring & Continuous Improvement
Get StartedMaintenance & SLA Operations
ARIS Vietnam provides maintenance & SLA operations during business hours (no 24/7 by default). We standardize incident intake and triage, monitoring and observability, backup verification, scheduled maintenance, security hygiene, and continuous improvements through clear SLA targets and a Change Request (CR) workflow—reducing operational risk and preventing dependency on individuals.
Service Hours
Weekdays 8:30–17:30 (local time), excluding weekends and public holidays
After-hours / weekend / holiday support is available via separate agreement (add-on)
Team Structure
Roles
- →Service Manager / PM (if needed): intake, prioritization, weekly cadence, minutes, reporting
- →Ops Lead: triage, monitoring design, runbooks, operational governance
- →Engineers (App/DB/Infra as needed): RCA, remediation proposals, fixes and verification
- →(Optional) QA: impact verification and regression checks
Scope of Services
1) Incident Handling
intake, severity (P1–P4), triage, mitigation, RCA, prevention actions
2) Monitoring & Observability
alerts, dashboards, log review, tuning (reduce false positives)
3) Scheduled Maintenance
health checks, backup verification, patching (as agreed), operational documentation
4) Change & Continuous Improvement
impact analysis, CR workflow, minor enhancements within plan
5) Security Operations (Hygiene)
standard checklists, vulnerability prioritization, initial response support
6) Reporting & Governance
weekly/bi-weekly cadence, risk/issue/change log, monthly reports
Emergency Handling (Business Hours)
Severity guidelines
- •P1: service outage / critical data issue / high security risk
- •P2: major functional impact with workaround
- •P3: limited impact
- •P4: minor requests / questions
Workflow
Intake → Severity → Triage → Temporary mitigation → Permanent fix proposal (CR) → Execute after approval
SLA Targets (Business Hours)
Acknowledgement / Start
| Severity | Lite | Basic | Standard | Growth | Enterprise |
|---|---|---|---|---|---|
| P1 | Ack 8BH / Start 1BD | Ack 4BH / Start 8BH | Ack 2BH / Start 4BH | Ack 1BH / Start 2BH | Ack 30min / Start 1BH |
| P2 | Ack 1BD / Start 2BD | Ack 1BD / Start 1BD | Ack 8BH / Start 1BD | Ack 4BH / Start 8BH | Ack 2BH / Start 4BH |
| P3 | Ack 2BD / Start 3BD | Ack 2BD / Start 3BD | Ack 1BD / Start 2BD | Ack 8BH / Start 1BD | Ack 8BH / Start 1BD |
| P4 | Ack 3BD / Start 5BD | Ack 3BD / Start 5BD | Ack 2BD / Start 4BD | Ack 2BD / Start 3BD | Ack 1BD / Start 2BD |
BH = business hours, BD = business days. Permanent fixes typically follow CR approval (scope/cost/timeline).
Status update cadence
- •P1: Standard every 4 BH / Growth every 2 BH / Enterprise every 1 BH
- •P2: Standard daily / Enterprise every 4 BH
- •P3/P4: weekly cadence / milestone-based
RACI Matrix
| Area | Client | ARIS Ops | ARIS Dev/QA |
|---|---|---|---|
| Ticket & info | R | C | C |
| Severity alignment | A | R | C |
| Triage & mitigation | C | R | C |
| CR proposal | C | R | C |
| Implementation | C | R | |
| Reporting | C | R |
Standard Packages (5 options)
| Lite Care | Basic Ops | Standard Care | Growth Ops | Enterprise Ops | |
|---|---|---|---|---|---|
| Coverage | 1 small web or API system | Web + API (1 product) | Web + Mobile + API | Multi systems / stronger governance | Large-scale / quality gates |
| Team | PM 0.1, Dev 0.4, QA 0.1 | PM 0.2, Dev 0.7, QA 0.1 | PM 0.5, Dev 1.2, QA 0.3 | PM 0.7, Dev 2.0, QA 0.3 | PM 1.0, Dev 3.2, QA 0.8 |
| MM/month | 0.6 | 1.0 | 2.0 | 3.0 | 5.0 |
| Monthly Fee | 270,000 | 450,000 | 900,000 | 1,350,000 | 2,250,000 |
Optional Add-ons
- +After-hours / weekend / holiday on-call
- +Advanced observability (SLO/KPI, alert tuning)
- +Security hygiene pack (checklists, patch planning)
Why ARIS
ARIS Vietnam delivers operations that go beyond "keeping the lights on." We combine structured incident handling with change control and continuous improvement—so your product becomes more stable over time, not just patched.
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Standardized operations to reduce dependency on individuals
Clear severity model (P1–P4), triage workflow, CR (change request) process. Action logs, risk/issue tracking, and consistent reporting
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One team across delivery lifecycle
From investigation → permanent fix → minor enhancements → operational improvements. Less handover friction and fewer quality gaps
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Change control that prevents production incidents
Impact analysis, acceptance criteria, regression checks. Small fixes fast; larger changes delivered through approved CRs
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Operations-ready foundations (monitoring, logs, backups, runbooks)
Baseline observability and practical runbooks. Improved recovery and predictable operations
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Scalable packages aligned to your budget
Start small and scale as your operational needs grow. Transparent MM-based resourcing and predictable planning
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Governance and visibility for stakeholders
Weekly cadence, documented decisions, and monthly reporting. Clear accountability and measurable progress
Free 30-minute consultation / Request a rough estimate
Let's discuss your operational needs and how we can help stabilize and improve your systems.
Get StartedFAQ: Maintenance & SLA Operations
Standard coverage is business hours (8:30–17:30, weekdays). After-hours/weekend/holiday support can be provided via an add-on on-call agreement.
Ack = time to acknowledge receipt and confirm the initial direction. Start = time to begin triage/investigation work. Both are measured within business hours.
Minor fixes may be handled within the plan. Larger fixes, enhancements, or specification changes are handled via Change Request (CR) with agreed scope/cost/timeline.
Maintenance focuses on stability (incidents, monitoring, scheduled tasks). Continuous improvement focuses on incremental enhancements based on operational findings, typically managed as a backlog and CRs.
We can take over existing monitoring or establish a baseline (alerts, dashboards, log visibility, tuning to reduce noise). Advanced observability can be proposed as an add-on.
Via ticketing tools (Jira/Backlog, etc.) or email. We align severity (P1–P4) and run a regular cadence (weekly/bi-weekly) with action logs and reporting.
Yes. Those are typically delivered as a separate project (CR) with a dedicated plan, estimate, and timeline.
Minimum required access (least privilege) to logs/monitoring/deployment/DB, a staging environment when applicable, and agreed communication/escalation rules. We confirm via an onboarding checklist.
Need development alongside maintenance? Explore our Custom Software Development services
Custom Software Development →Quality assurance with QA & Test Automation services
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