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Service Level Agreement

Clear terms, reliable support, and peace of mind.

Intro

A successful digital partnership is built on clear expectations. Our SLA (Service Level Agreement) ensures transparency, accountability, and a framework for effective support, tailored to your needs, not templates.

SUPPORT

What is a Service Level Agreement?

An SLA defines the technical and operational scope of the support we provide, from incident response time to resolution windows, communication procedures, and system monitoring. It also includes success metrics, escalation paths, and even the consequences for unmet expectations, because accountability goes both ways.

Investment

Why invest in it?

  • Keep support and service delivery structured and measurable
  • Minimize risk through clear escalation paths and fixed response times
  • Establish trust between your team and ours with agreed responsibilities
  • Align expectations around uptime, errors, and reporting
  • Build a long-term partnership on transparency and performance

Key phases

1

SLA Scoping

We define what systems, environments, and components are covered, and align on what success looks like in your context.

2

Support & Incident Framework

We classify incident levels (e.g., P1-P4), agree on response and resolution timeframes, and implement a reporting/escalation structure.

3

Ongoing Management

As your product evolves, so can your SLA. We revise service parameters and metrics collaboratively as your needs shift over time.

Why it works

With SLA you gain:

  • Peace of mind through structured support
  • Legally defined responsibilities and measurable outcomes
  • Faster resolution with defined processes
  • Increased internal productivity through clearer ownership
  • A reliable foundation for ongoing collaboration

How we work with Clients

At adream, transparency and collaboration are at the heart of every project. That’s why we manage most work through ClickUp, guided by a clear Service Level Agreement (SLA).

With this setup, you gain full visibility and control:
Task management

See every step of your project in real-time, from strategy to delivery.

Time tracking

Monitor the time spent on tasks to know exactly where your investments are going.

Reports & Progress

Access detailed reports and status updates whenever you need them.

Collaboration

Comment directly on tasks, share feedback, and upload files in one secure place.

Accountability

Our SLA ensures timelines, responsibilities, and deliverables are always clear.

This way, you’re not just a client, you’re part of the team. Everything is streamlined, documented, and accessible so you can focus on results, not chasing updates.

See how structured support enables product growth

No generic promises - just a clear, practical plan to keep your product performing.