Insights
MAKONIS team · · 6 min read
In short: A good IT outsourcing contract covers seven points: scope, service hours, response and resolution times, escalation, reporting, data protection and exit. The service level agreement (SLA) makes them measurable. If one is missing, operations lead to disputes over responsibilities or high costs when switching providers.
Book a free call1. Scope: which systems, which tasks, what is explicitly excluded.
2. Service hours: business hours or 24/7, holidays, maintenance windows.
3. Response and resolution times per priority level.
4. Escalation: contacts and levels on both sides.
5. Reporting: monthly, covering availability, tickets and changes.
6. Data protection: data processing agreement, locations, subcontractors.
7. Exit: handover of documentation, code and access, support period.
Values are examples and are agreed per service.
| Priority | Example | Response | Target resolution |
|---|---|---|---|
| P1 | Production system down | 15–30 minutes | 4 hours |
| P2 | Severe impairment | 1 hour | 1 business day |
| P3 | Single function impaired | 4 hours | 3 business days |
| P4 | Request or change | 1 business day | As agreed |
Availability promises without a measurement method, flat fees without a clear line to extra services, missing documentation rules and exit costs that only surface on termination.
Every MAKONIS managed service has a fixed service description with service hours, priority levels and a monthly report. We document all environments as code so a handover is possible at any time.
Response time measures when someone starts working on the issue; resolution time when it is fixed.
Talk to us about your cloud, DevOps and AI initiatives — no obligation, directly with our engineers.
