Question 1

How fast can you take over maintenance for my application?

Accepted Answer

We can onboard most standard web applications within 48 to 72 hours. This includes setting up our monitoring stacks, conducting an initial security audit, reviewing your codebase dependencies, and establishing incident response protocols in our PagerDuty system.

Question 2

Do you support applications built by other agencies?

Accepted Answer

Yes. Over 70% of the systems we manage were originally built by other teams. Our onboarding process involves a comprehensive codebase review and infrastructure audit to ensure we can confidently guarantee SLA terms for legacy or inherited code.

Question 3

What access do you need to my infrastructure?

Accepted Answer

We require administrative access to your hosting environment (AWS, Vercel, DigitalOcean, etc.), access to your DNS provider, and repository access (GitHub/GitLab). All access is managed through strict role-based access control (RBAC) and hardware MFA keys for our SRE team.

Question 4

What exactly does a 99.99% SLA guarantee mean?

Accepted Answer

A 99.99% SLA (Service Level Agreement) legally guarantees that your application will experience no more than 52 minutes and 35 seconds of unplanned downtime per year. If we fail to meet this metric, we issue service credits according to your contract terms.

Question 5

How do you calculate response times?

Accepted Answer

Response time is calculated from the moment our automated monitoring detects a critical failure (P1) or you submit an urgent ticket, until a human SRE actively begins investigating the issue. For Enterprise plans, this is guaranteed under 1 hour, 24/7/365.

Question 6

How do you handle security patches and zero-day vulnerabilities?

Accepted Answer

We use automated dependency scanning tools like Snyk and Dependabot. Routine patches are applied during your scheduled maintenance window. For critical zero-day vulnerabilities (like Log4j), our SRE team is paged immediately and emergency patches are applied within hours of release.

Question 7

What is synthetic monitoring and why do you use it?

Accepted Answer

Synthetic monitoring involves automated bots simulating user journeys (like logging in or adding items to a cart) every few minutes. We use it to ensure not just that your server is 'online', but that the actual application features are working correctly for end users.

Question 8

Can you manage database backups and restores?

Accepted Answer

Absolutely. Depending on your tier, we configure automated daily or continuous backups. Crucially, we also perform monthly or quarterly 'fire drills' where we test restoring your database to a staging environment to guarantee data integrity before a real disaster happens.

Question 9

Are server hosting costs included in your maintenance plans?

Accepted Answer

No, hosting infrastructure costs (AWS, Vercel, database hosting) are billed directly to you by the provider. Our maintenance fees cover the human expertise, 24/7 monitoring software licenses, and incident response labor required to manage that infrastructure.

Question 10

If an incident takes 10 hours to fix, do I pay hourly emergency rates?

Accepted Answer

No. If you are on a Professional or Enterprise maintenance contract, incident response and emergency bug fixing related to infrastructure or critical application crashes are fully covered by your flat monthly retainer. We are financially incentivized to keep your system stable.

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"DevAura's maintenance team caught and resolved a critical database memory leak during off-hours — zero downtime, zero user impact. True professional SRE team."

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