<p>Direct answer: if your post-launch support agreement does not define support hours, severity levels, response time, and resolution time, then you do not really have an SLA. For apps operating in Kuwait, this matters even more when the system depends on payments, notifications, and third-party integrations.</p>
<h2>What should a post-launch SLA include?</h2>
<p>Once an app goes live, real operational responsibility begins. A proper support agreement should define what is covered: critical incidents, performance issues, integration errors, operational requests, and minor maintenance updates.</p>
<table><thead><tr><th>Item</th><th>What must be defined?</th><th>Practical example</th><th>Priority</th></tr></thead><tbody><tr><td>Support hours</td><td>Days and hours of coverage</td><td>Sunday to Thursday, 9 AM to 6 PM</td><td>High</td></tr><tr><td>Response time</td><td>When the team starts handling the ticket</td><td>Within 1 hour for critical issues</td><td>High</td></tr><tr><td>Resolution time</td><td>Expected timeframe to restore or fix</td><td>4 to 8 hours initially depending on severity</td><td>High</td></tr><tr><td>Priority levels</td><td>How incidents are classified</td><td>Critical, high, medium, low</td><td>High</td></tr><tr><td>Scope</td><td>What is included and excluded</td><td>Bug fixing is covered, new features are not</td><td>High</td></tr></tbody></table>
<h2>Response time vs resolution time</h2>
<p>Response time is the time from ticket submission to the first meaningful reply from the support team. Resolution time is the expected time needed to fix the issue or provide an acceptable workaround. Many disputes happen because these two terms are not separated clearly in the contract.</p>
<h2>When does a Kuwait business need post-launch support?</h2>
<ul><li>When the app depends on KNET, OTP, logistics, or external APIs.</li><li>When downtime affects marketing campaigns or daily operations.</li><li>When the internal team does not have dedicated engineering or DevOps coverage.</li><li>When management wants visibility through regular incident and stability reporting.</li></ul>
<h2>How should the contract be structured?</h2>
<p>The practical approach is to separate operational support from new feature development. Incident handling, monitoring, and service restoration belong in the SLA. Major enhancements and new modules should be scoped and priced separately.</p>
<p>At Sigma Tech, we recommend defining the support channel, escalation path, and a short monthly report covering incidents, root causes, and prevention measures. For direct consultation, Sigma Tech can be reached at +965 66991971.</p>
<h2>FAQ</h2>
<h3>Does SLA always mean 24/7 support?</h3>
<p>No. An SLA may cover business hours only or extended coverage, depending on the app and operating needs.</p>
<h3>Are new feature requests part of monthly support?</h3>
<p>Not necessarily. Monthly support usually covers incidents and limited maintenance, while new features are handled as separate scoped work.</p>
<h3>What is the most important clause before signing?</h3>
<p>Priority definitions, response time, resolution time, reporting channel, escalation path, and out-of-scope items.</p>
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