The Benefits of an SLA Retainer With A Web Development Agency

September 20, 2023

In the realm of the digital age, ensuring the seamless operation of your website or mobile application stands as a critical factor for your business’s success. To guarantee a high level of service and support, many web development agencies offer Service Level Agreement (SLA) retainers. In this article, we’ll explore the advantages of opting for an SLA retainer over a standard retainer for web and app development services, focusing on response times, resolution times, after-hours support, weekend and public holiday support, priority communication channels, regular standups, and more.

Faster Response Times:

With an SLA retainer, you can expect rapid response times, often within a matter of minutes. This means that any issues or concerns you encounter are addressed promptly, minimising downtime and potential revenue loss. In contrast, a standard retainer may offer slower response times, causing delays in issue resolution.

At TrinityWeb, we offer a maximum 1 hour response time for SLA clients, often returning responses in under a few minutes. Compared to our standard 4 to 8 hour response.

Swift Issue Resolution:

SLA retainers come with shorter resolution times, ensuring that problems are resolved efficiently. Your web development agency is committed to tackling any issues head-on, preventing them from escalating into more significant problems.

At Trinity, our resolution times on our SLA services are anywhere between 1 and 4 hours depending on the SLA level and the priority of the request. Compared to our standard 24 to 72 hour resolution times. This provides significantly better support for business critical systems and websites.

After-Hours Support:

An SLA retainer typically includes after-hours support. This means you can count on assistance even outside regular business hours. This feature is invaluable for businesses operating in different time zones or facing critical issues during non-business hours.

As a standard, we offer business hours support Monday to Friday between 08h00 and 17h00. Because we are a small web development agency, we will often go above and beyond on this however, as an SLA client, we offer a variety of support levels including after hours up until 23h00 and even 24/7, depending on the SLA level. This means no matter the time of day there will always be someone to service your critical requests.

Weekend and Public Holiday Support:

SLA retainers often extend their support to weekends and public holidays. This comprehensive coverage ensures that your web or app services remain accessible and functional without interruption.

Weekend and public holidays are no challenge for our team when it comes to our SLA clients. We offer options ranging between partial weekend and public holiday support during certain hours to 24 hour support no matter the day of the year.

Priority Communication Channels:

SLA retainers grant you access to priority communication channels, guaranteeing that your inquiries and concerns receive immediate attention. This ensures a seamless flow of information between you and the development team.

SLA clients with Trinity benefit from priority communication channels, guaranteeing SLA clients that they will reach someone timeously with their urgent requests.

Regular Standups:

SLA retainers often include regular standup meetings, enhancing project visibility and collaboration. These meetings provide a platform to discuss ongoing progress, upcoming milestones, and any emerging issues.

Dependent on the level of SLA, Trinity offers weekly, bi-weekly and tri-weekly standups which allow us to foster ongoing communication and ensure you are kept up to date regularly with work being carried out under your SLA agreement. In addition, we offer a monthly touchbase to touch on the previous month’s work as well as current tasks

Enhanced Accountability:

With an SLA retainer, there’s a higher degree of accountability. The development agency is contractually obligated to meet specific service standards, providing you with peace of mind and assurance of quality service.

Tailored Support:

SLA retainers can be customised to meet your specific needs and requirements. You have the flexibility to choose the level of support that aligns with your business goals.

Our SLA’s are flexible at Trinity, and as such, we can tailor an SLA service to meet your needs. We offer specific guidelines and standards to ensure fair service to all SLA clients as well as ensuring a smooth internal process however many parts are customisable to suit your specific service needs.

Risk Mitigation:

SLA retainers help mitigate risks by proactively identifying potential issues and addressing them promptly. This approach minimises the chances of encountering significant disruptions.

Improved Customer Experience:

The combination of fast response times, efficient issue resolution, and extended support hours contributes to an overall improved customer experience, fostering trust and loyalty.

Because of our regular standups, priority response times and monthly touchbase and reporting, SLA customers get to enjoy the gold standard customer experience. While we aim to provide a top-notch service for all clients, SLA clients experience those added extras that ensure satisfaction.


In the dynamic landscape of web and app development, an SLA retainer from a reputable web development agency provides a clear advantage over a standard retainer. The benefits of faster response times, swifter issue resolution, extended support hours, and other features ensure that your online services remain robust and responsive. This enhanced support not only minimizes downtime but also boosts customer satisfaction, ultimately benefiting your business. So, when seeking web development services, consider opting for an SLA retainer to optimize your online presence.



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