ENTERPRISE INFRASTRUCTURE & SLA PLANS · NETQORIX SUPPORT

Keep Your Digital Assets Secure, Current, and High-Performing

Proactive infrastructure monitoring, rapid-response SLAs, and continuous optimization that protect your revenue and brand reputation.

Explore Support Retainers ↓ Schedule a System Audit →

99.95%

Target Uptime Commitment backed by synthetic probe monitoring

< 15 min

P1 Critical Outage First Response SLA with direct on-call dispatch

24/7

Continuous CVE vulnerability scans, dependency audits & SSL checks

100%

Full source code, git repository & cloud credential ownership

01 / RISK MITIGATION

The Cost of Inaction: What Our Retainers Prevent

Software systems silently deteriorate without proactive engineering oversight. Dependencies deprecate, security perimeters weaken, and silent conversion leaks drain profitability long before an outright server crash. Here is how our operational retainers protect your bottom line.

Conversion Risk

Silent Revenue Leaks

Frictionless checkouts degrade, third-party tracking scripts desynchronize, and mobile Core Web Vitals slip past threshold limits. Prospects bounce and transactions quietly fail without ever throwing an overt server crash or alerting your internal staff.

Proactive Retainer Safeguard Automated synthetic user transaction journeys run every 15 minutes, coupled with daily Core Web Vitals and conversion funnel telemetry.

CVE Shield Active

Zero-Day Vulnerabilities

Outdated runtime packages, vulnerable npm/composer libraries, unpatched server modules, and expired SSL cipher suites are actively cataloged by automated exploitation crawlers seeking easy injection vectors into customer databases.

Proactive Retainer Safeguard Continuous CVE dependency monitoring, automated weekly security patching, and emergency hotfix deployments within 24 hours of zero-day disclosures.

Integration Health

Breaking Third-Party APIs

Payment gateways (Razorpay, Stripe), CRM integrations (HubSpot, Salesforce), WhatsApp business webhooks, and cloud storage providers routinely deprecate legacy endpoints without manual notification, severing order fulfillment pipelines.

Proactive Retainer Safeguard API version retirement tracking, webhook delivery verification, and automated regression test suites executed across staging sandboxes before breaking changes go live.

Zero Surprise Fees

Costly Emergency Scrambles

When a production outage strikes on a weekend, scrambling to hire an unfamiliar freelancer results in 300% surge hourly rates, hours wasted granting credentials and explaining architecture, and high risk of cowboy code causing further downtime.

Proactive Retainer Safeguard An established engineering team that built or thoroughly audited your system, armed with documented architectural runbooks and dedicated SLA commitments.

02 / GUARANTEED COMMITMENT

SLA Breakdown: Objective Severity & Response Tiers

Our Service Level Agreements establish binding response and resolution standards. All tiers feature proactive multi-region uptime heartbeats, on-call alert escalation, and comprehensive incident post-mortems.

Severity Level	Incident Classification & Scope	First Response SLA	Target Resolution	Monitoring & Alerting
P1 — Critical	Total Outage / Severe Data Risk Complete website/app unavailability, checkout engine down, database corruption, or active security exploit blocking all users.	< 15 Minutes	< 2 – 4 Hours	24/7 Multi-Region Synthetic Probes & On-Call SMS/Call Dispatch
P2 — High	Major Feature Impairment Core integration failing (e.g. CRM sync down with fallback queued), severe response latency (>3.5s), or customer portal partial impairment.	< 1 Hour	< 8 Business Hours	APM error spike threshold alerts & CPU/RAM saturation monitors
P3 — Medium	Minor Functional Defect Defect with viable workaround, localized visual regressions on specific screen resolutions, or administrative panel formatting anomalies.	< 4 Hours	< 24 – 48 Hours	Log aggregation triage (Sentry/Datadog) & scheduled patch rollout
P4 — Low	Cosmetic / Inquiry / Advisory Text/copy revisions, seasonal promotional changes, dependency deprecation advisory, architectural review, or general developer questions.	< 8 Hours	Next Sprint Allotment	Ticketing portal queue & monthly retainer backlog

RECURRING SUPPORT PLANS

Transparent Retainer & AMC Rates

Service Plan	Scope, Capabilities & SLA	Recurring Rate
Annual Maintenance (AMC)	Continuous runtime updates, weekly security patches, automated offsite backups, 24x7 uptime monitoring — calculated as percentage of initial project build value.	15 – 20% / yr
Retainer — Basic	Up to 10 engineering hours per month for bug fixes, performance monitoring, copy/asset updates, P2–P4 SLAs, and developer consultation.	₹8,000 / mo
Retainer — Growth	Up to 25 engineering hours per month, priority P1–P4 queue, staging deployments, Core Web Vitals optimization, and 50% unused hour rollover.	₹18,000 / mo
Hosting & Cloud Management	Cloud server administration (AWS/GCP/DO), automated encrypted database backups, SSL lifecycle automation, and memory/disk health management.	₹3,000 – ₹6,000 / mo

* AMC recommended after launch to protect system integrity and eliminate technical debt. Extra hours requested beyond plan are billed at pre-agreed discounted rates with prior approval.

03 / TRANSPARENCY & GOVERNANCE

Scope Matrix: What's Covered vs. What Requires a Separate SOW

Clear operational boundaries ensure high mutual trust. Retainer hours are dedicated to system stability, security, and continuous operational health. Greenfield feature development and large architectural shifts are scoped independently.

✓ INCLUDED IN RETAINER

Continuous Health & Stability

Core engineering activities covered within your monthly retainer allocation.

Security Patches & CVE Remediation
Updating core framework packages, npm/composer dependencies, rotating SSL certificates, and hardening HTTP security headers.
Automated Daily Backups & Disaster Recovery
Encrypted offsite database snapshots, file asset backups, point-in-time recovery test drills, and rapid rollback preparedness.
Bug Fixes & Cross-Browser Regressions
Resolving functional bugs, form submission anomalies, checkout edge cases, and UI regressions across Safari, Chrome, Firefox, and iOS/Android.
Performance Tuning & Core Web Vitals
Database slow-query indexing, server caching rules (Redis/Varnish), CDN cache invalidation, and maintaining Lighthouse scores above 90.
API & Third-Party Integration Monitoring
Ongoing health verification of payment gateways (Razorpay, Stripe), webhook delivery, mapping APIs, and transactional email providers.
Minor Enhancements & Content Updates
Publishing marketing copy revisions, updating pricing figures, revising team profiles, or tweaking layout components within monthly hours.

→ SEPARATE SOW / OUT-OF-SCOPE

Major Builds & Re-Architectures

Strategic initiatives estimated with a standalone fixed scope and dedicated timeline.

Complete UI/UX Overhauls & Brand Redesigns
Ground-up brand identity redesigns, new design system rollouts, full structural information architecture rebuilds, and complete template re-themes.
Brand New Module & Feature Development
Greenfield functional modules such as custom multi-vendor marketplaces, AI customer agents, dedicated CRM subsystems, or native mobile apps.
Cloud Infrastructure Migrations
Full cross-cloud migrations (e.g. migrating AWS to GCP/Azure), complete Kubernetes cluster re-architectures, or database platform replacements (MySQL to PostgreSQL).
Third-Party Commercial Software & Compute Fees
Direct infrastructure compute bills (AWS, GCP, DigitalOcean), domain registrations, paid SaaS API licenses (SendGrid, Twilio, Google Maps), or third-party fonts.
Legacy Codebase Re-Platforming
De-tangling monolithic untyped legacy applications lacking tests or documentation; this begins with a standalone refactoring milestone.

04 / SYSTEMATIC DELIVERY

Onboarding & Monthly Workflow: How We Protect Your Stack

A transparent four-phase operational cadence designed to eliminate downtime surprises. From technical onboarding to monthly executive telemetry, every step is rigorously governed.

Day 1 – 14

Discovery & System Audit

Thorough audit of your existing codebase, dependency tree vulnerability analysis, credential vaulting, cloud architecture topology mapping, and backup verification.

Key Deliverable System Health Scorecard & Priority Remediation Roadmap.

Day 15+ · 24/7

24/7 Synthetic Monitoring

Deployment of multi-region uptime probes, synthetic user checkout workflows, SSL certificate expiry monitors, and APM error-rate triggers directly routed to our on-call roster.

Key Deliverable Live Telemetry Dashboard & Escalation Hotline.

Mid-Month

Mid-Month Patching Deployments

Staging deployment and regression testing of security patches, dependency updates, database vacuuming/indexing, and client-requested minor enhancements.

Key Deliverable Zero-Downtime Production Deployment & Release Notes.

Month-End

Monthly Executive Reporting

Comprehensive review of monthly uptime SLA attainment, incident MTTA/MTTR metrics, retainer hour ledger, Core Web Vitals trajectory, and next-cycle recommendations.

Key Deliverable Executive Monthly Stability & ROI Report.

05 / GOVERNANCE & POLICIES

Frequently Asked Questions: Retainers, SLAs & Governance

Clear operational answers on retainer utilization, emergency escalation, legacy adoption, and code ownership.

Do unused retainer hours roll over to the next month?

Yes. Under our Growth Retainer plan, up to 50% of unused hours automatically roll over into the immediately following month. This provides flexibility during lighter operational cycles while ensuring dedicated engineering availability remains balanced and predictable. Basic Retainer hours are designed for active ongoing maintenance and reset monthly to maintain guaranteed bandwidth.

How does our team submit and escalate emergency P1 tickets?

Retainer clients receive access to our dedicated Emergency WhatsApp on-call line, priority phone hotline, and private Slack/Discord channel. In addition, our automated synthetic monitors alert our engineers 24/7 the moment an outage occurs—often before your internal team or customers notice. P1 critical tickets bypass standard ticket queues and immediately trigger SMS/Call alerts to on-duty engineers with a guaranteed sub-15-minute response SLA.

Can Netqorix adopt and maintain an existing legacy codebase built elsewhere?

Yes. Roughly 40% of our retainer clients joined us with codebases originally constructed by third-party agencies or in-house developers who departed. We begin every new partnership with a Day 1–14 Discovery Audit to evaluate test coverage, identify unpatched security vulnerabilities, map infrastructure architecture, and establish runbooks before formalizing binding SLA tiers.

What happens if our hours run out mid-month during an unexpected sprint?

We believe in zero billing surprises. When you reach 80% of your allocated monthly retainer hours, you receive an automated notification. If additional tasks are requested within the same month, we quote them at your pre-agreed discounted retainer hourly rate. No billable work is initiated without your explicit written approval.

Who owns the source code, patches, and configurations created during the retainer?

You retain 100% ownership of all source code, database structures, documentation, and configuration scripts. All work is committed directly to your private git repository (GitHub, GitLab, Bitbucket). Netqorix operates strictly on a work-for-hire basis with zero platform lock-in.

What is the minimum contract commitment and cancellation policy?

Our support retainers operate on an initial 3-month commitment (to allow for the deep discovery audit, stabilization, and baseline performance metrics), followed by a straightforward month-to-month agreement. You may cancel at any time with 30 days written notice. No punitive cancellation fees or long-term vendor traps.

ZERO DOWNTIME GUARANTEE

Never worry about unexpected downtime again.

Submit your system details below to receive a custom SLA support proposal and complimentary architecture audit within 24 business hours.

Full Name & Company *

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Current Tech Stack Select the primary framework or infrastructure running your digital assets.

System Overview & Primary Concern (Optional)

Need immediate emergency assistance right now? WhatsApp Sanjeev Yadav directly →

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