Fib.Code
We dont just promise — we guarantee. Every commitment is measurable, reported, and contractually enforceable.
Our SLAs are built on years of experience serving enterprise clients. We combine rigorous ISO standards with real-world parameters you can verify at any time.
≤ 4h
Standard response time
≤ 1h
Critical incidents
99.9%
Service availability
4.9/5
Client satisfaction
Every ticket is classified according to a clearly defined priority matrix. Response and resolution times are strictly tied to criticality level.
Complete service outage or data security breach requiring immediate crisis team response.
Significant service functionality impairment or security threat requiring urgent intervention during business hours.
Operational issues with no direct impact on business continuity, configuration inquiries, and change requests.
Information inquiries, consultations, improvement proposals, and planned configuration changes.
Each service line has dedicated SLA parameters tailored to the specifics of delivered tasks and client expectations.
Round-the-clock security monitoring, event analysis, and cybersecurity incident response.
Data analytics, dashboards, management reports, and predictive models supporting business decisions.
Server, network, cloud environment, and endpoint administration for enterprise clients.
Comprehensive Data Protection Officer services: GDPR audits, processing records, breach handling, and data subject requests.
Implementation and maintenance of information security, quality, and business continuity management systems.
Multi-channel first and second line technical support for client organization employees.
A transparent five-step escalation process ensuring no ticket goes unanswered and critical issues reach decision-makers within minutes.
Ticket registered in the service management system, automatic priority classification per matrix, assignment to the appropriate service team.
Initial technical analysis, root cause identification (RCA), service impact assessment, and resolution path decision.
Solution or workaround implementation, ongoing status communication to the client, real-time ticket updates.
Automatic escalation to Service Delivery Manager and technical leadership. For P1 — immediate executive engagement.
Post-incident review, knowledge base update, preventive action implementation, client report with findings and recommendations.
Our commitments are backed by certified management systems and concrete enforcement mechanisms.
In case of SLA parameter breach, we apply automatic fee reductions proportional to the duration of non-compliance.
All services are delivered within certified ISO 27001 and ISO 9001 management systems audited by DNV, plus an implemented ISO 22301 system.
Every enterprise client has an assigned Service Delivery Manager responsible for SLA fulfillment and satisfaction.
Complete SLA documentation, escalation procedures, and service catalog are part of every contract and available online.
Quarterly SLA parameter reviews with the client, trend analysis, and collaborative goal setting for the next period.
We guarantee compliance with GDPR, NIS2, DORA, and other industry regulations within all delivered services.
We believe trust is built on transparency. That is why every client receives full visibility into SLA performance.
Detailed SLA performance report with ticket statistics, trends, and recommendations delivered by the 5th of each month.
Access to the client portal with live SLA metrics, ticket status, and intervention history.
Review meeting with the Service Manager: performance discussion, trend analysis, and improvement planning.
Comparison against industry benchmarks and identification of optimization opportunities.
Well prepare a customized SLA proposal tailored to your organizations specifics and regulatory requirements.
This page presents the public version of standard SLA parameters offered by FIB.CODE Sp. z o.o. Specific SLA terms are agreed individually within service contracts and may differ from the presented baseline values. Presented parameters apply to services delivered in Poland and the EU. Last updated: February 2026.