Context01
Register
Record the company, environment, user, time of occurrence and observed result.
Outcome: a request with reproducible context.Skip to main contentP1 P2 P3 P4 Customer Smartup Signed SLA
SERVICE MODEL · SUPPORT · INCIDENT GOVERNANCE
SLA and support
Start with business impact. Then set priority, restore the process and verify the outcome.
Smartup connects each request to the affected distribution process, makes ownership explicit and manages the incident through an agreed lifecycle. Binding service levels for a specific project are defined in its signed agreement or SLA.
INCIDENT LIFECYCLE
From signal to verified recovery
Each stage produces a clear outcome: what happened, how operations are affected and what must be checked before the request can be closed.Priority02
Assess impact
Determine whether a critical process is stopped, how many operations are affected and whether an acceptable workaround exists.
Outcome: an agreed priority and communication owner.Action03
Stabilize
Localize the cause, reduce operational impact and coordinate a safe recovery path.
Outcome: the process is restored or an agreed workaround is operating.Control04
Verify the result
The customer and Smartup check the result in the actual scenario and confirm recovery before closure.
Outcome: verified recovery and a recorded resolution.Improvement05
Review the cause
For significant incidents, record the root cause, corrective actions and measures that reduce recurrence risk.
Outcome: findings and actions are visible to the participants.PRIORITY BY IMPACT
Business risk - not request volume - sets priority
The final priority matrix belongs in the signed SLA. This public model explains the classification logic without promising universal response or recovery times.Critical impact
A critical sales, shipment, payment or accounting process is unavailable and no acceptable workaround exists.
Immediate escalation and one communication owner are required.High impact
A significant share of operations is constrained, but the process can continue temporarily under an agreed workaround.
The focus is process stabilization and impact reduction.Limited impact
The issue affects a function or user group without stopping the primary business process.
Diagnosis and correction follow the agreed operating workflow.Request or consultation
The team needs configuration, clarification, access, a change or product development without a current process failure.
The request is qualified and routed to the appropriate workstream.WHAT THE SLA DEFINES
Seven decisions before support goes live
This turns the expectations of procurement, business, IT and service teams into an operating model that can be verified.- 01
Service perimeter
Products, environments, companies and processes included in support.
- 02
Channels and participants
Who raises requests, where communication happens and who can make decisions.
- 03
Priority matrix
How business impact maps to an incident priority.
- 04
Service targets
Agreed response, recovery and communication objectives for the project.
- 05
Change windows
How planned work, notices and operational impact are coordinated.
- 06
Escalation and reporting
Contacts, decision points and the format of service reviews.
- 07
Change and exit
How terms are reviewed, data is handed over and service is closed.
A USEFUL INCIDENT BRIEF
Six inputs that reduce diagnostic loops
Precise initial context reduces back-and-forth between business, IT and support and helps the team reproduce the issue safely.- 01
Where
Company, environment, module and affected process.
- 02
Who
User, role, business unit and device.
- 03
When
Time of occurrence and the last successful operation.
- 04
How to reproduce
Sequence of actions and relevant input data.
- 05
Expected and actual
Expected result, observed result and system messages.
- 06
Business impact
Affected operations, scale of impact and available workaround.
RESPONSIBILITY BOUNDARIES
Who owns the outcome at each stage
Roles are agreed in advance so a request does not stall between the process owner, IT and the Smartup team.Business context and customer-side decisions
- Appoint authorized participants and the process owner.
- Provide reproducible context and secure diagnostic access.
- Verify the result in the actual operating scenario.
Diagnosis, communication and recovery
- Qualify the request and maintain a transparent status.
- Coordinate diagnosis, correction and safe process recovery.
- Record the resolution and required preventive actions.
Perimeter, targets and escalation
- Define applicable service levels and exclusions.
- Specify channels, participants and escalation rules.
- Take precedence over this public description.
PROCUREMENT AND IT QUESTIONS
What to confirm before agreeing the SLA
01Does this page state binding service levels?+
No. This page is informational. Binding parameters for a specific project are defined in its signed agreement or SLA.
02How is incident priority determined?+
By business impact: process criticality, affected operations and users, availability of a workaround, and risk to data or execution.
03What should the initial request include?+
Provide the company and environment, user and role, time of occurrence, reproduction steps, expected and actual result, and business impact.
04When is an incident considered closed?+
After the result has been checked in the agreed scenario, recovery has been confirmed and the resolution recorded. Significant incidents may also require agreed findings and preventive actions.
05How are channels and escalation agreed?+
Authorized participants, working channels, communication owners and escalation rules are documented for the specific project in signed terms.
06How is the SLA different from the technical support page?+
The support page explains how to prepare and manage a request. The SLA defines contractual service boundaries, targets, priorities, responsibilities and escalation rules.
PUBLIC DOCUMENT
Complete SLA and support overview
The current public version is preserved below: scope, classification, communication, responsibilities and legal qualifications.Status
Informational, non-binding overview. Availability targets, support hours, response and resolution times, pricing and service credits apply only when expressly stated in a signed agreement or SLA.
On this page
1. Document status
Informational, non-binding overview. Availability targets, support hours, response and resolution times, pricing and service credits apply only when expressly stated in a signed agreement or SLA.
2. Standard licence coverage
Standard coverage includes platform updates, documentation, service notices, guidance on supported functions, a limited agreed API scope and requests through official channels. Users, modules and environments are order-specific.
3. Service availability
Informational, non-binding overview. Availability targets, support hours, response and resolution times, pricing and service credits apply only when expressly stated in a signed agreement or SLA. Defined by the signed agreement.
4. Infrastructure and security
Defined by the signed agreement. Specific safeguards, environments and architecture are confirmed in project documentation and the signed agreement.
5. Exclusions
Availability excludes agreed maintenance, force majeure, customer or third-party network failures, customer misconfiguration, unsupported changes, attacks outside the agreed perimeter and contractual suspension.
6. Incident priorities
Defined by the signed agreement. Priority is assigned according to business impact, affected users and the availability of a workaround.
| Priority | Example | First response | Target resolution |
|---|---|---|---|
| Critical | Production unavailable; no workaround | Defined by the signed agreement | Defined by the signed agreement |
| High | A key process is seriously impaired | Defined by the signed agreement | Defined by the signed agreement |
| Medium | Limited function with a workaround | Defined by the signed agreement | Defined by the signed agreement |
| Low | Question or minor deviation | Defined by the signed agreement | Defined by the signed agreement |
7. Support channels and hours
Defined by the signed agreement. Channels, service hours and critical escalation procedures are defined for the specific project.
| Channel | Use | Response guide |
|---|---|---|
| Telephone | Critical and high incidents | Defined by the signed agreement |
| Bot or chat | Operational requests | Defined by the signed agreement |
| Requests requiring files and history | Defined by the signed agreement |
8. Additional work
Defined by the signed agreement. Additional integrations, migration, training and extended support are scoped and priced separately.
9. Request and escalation
Provide organisation, production environment, start time, affected process and users, reproduction steps and evidence. Use the agreed project channel, sales@smartup24.com or +998 (71) 200-88-33.
Contact
Green White Solutions LLC / Smartup22 Beshyogoch, Tashkent, Uzbekistansales@smartup24.com+998 (71) 200-88-33Working session · 30 minutes
See Smartup in your own processes.
We trace the flow from plan to payment, expose the gaps between plan and execution, and define the first pilot workstream. No generic slide deck - we work with your processes and data.
Working-session outcome
- A gap map across field sales, shelf execution, distributors and cash.
- A first workstream with an owner and clear pilot boundaries.
- 3–5 KPIs to measure impact against the baseline.
- The data and integration checklist for launch.