Proposal · RFP v2.1
17. Post-launch service and SLA
Chrysal Website 2027 · Extended draft · 19 October 2026
RFP-hoofdstuk 17
Continuity after launch
A draft SLA with clear severity levels, service hours, escalation and responsibility, still to be confirmed internally.
Our response & approach
Confirming the proposed SLA model
We propose a basic SLA suited to the international content platform and the actual operational need. Chrysal’s current arrangement has not yet been shared; equivalence and cost differences will therefore be explicitly compared during clarification. The timeframes below are the proposed contract model and will be confirmed with the delivery team and the hosting provider before any commitment is made.
Support hours and availability
Support is available on Dutch business days from 08.30 to 17.00, time zone Europe/Amsterdam, via ticket/email and by telephone for urgent reports. Automated availability and security alerts can be active continuously. Human intervention outside service hours requires a separate on-call arrangement. For time zones in which business-critical sales will take place, we will reassess the need.
| Severity | Example | Response target within service hours | Recovery or resolution target |
|---|---|---|---|
| P1 critical | Site-wide unavailability, a serious security incident or all important contact routes broken. | Within 1 service hour. | Workable temporary solution within 4 service hours; functional recovery targeted within 8 service hours. |
| P2 high | An important market or primary function seriously disrupted; limited alternative available. | Within 4 service hours. | Temporary solution within 1 business day; permanent recovery targeted within 3 business days. |
| P3 normal | Non-blocking error on a page or in a secondary function. | Within 1 business day. | Recovery targeted within 5 business days or an agreed release. |
| P4 request | Editorial question, small change or new request. | Within 2 business days. | Scheduling and budgeting within 5 business days; implementation by agreement. |
Distinguishing response and recovery
A response time means that a staff member assesses the report and responds. A recovery time means that the service or a usable alternative is working again. A permanent solution may take longer for complex errors or external dependencies; in that case, we share a recovery plan. For P1, a status update follows at least every two service hours while the incident is active. The project lead escalates to the technical lead and, if necessary, the supplier and Chrysal’s sponsor.
Maintenance and responsibilities
Afdeling Online provides the agreed platform maintenance, checks and release management. The hosting provider manages the agreed infrastructure. Chrysal manages approvals, its own users and the currency of content. Which security patch must be applied immediately and which can go through a regular release depends on severity and impact. A technical incident is logged and, in the event of serious impact, evaluated with follow-up measures.
Operating costs and additional work
The operating costs of €240 per month (€2,880 per year) are broken down in chapter 16 and in “Proposal & investment”: managed dedicated hosting and maintenance (updates, security, backups and monitoring) and plugins. Questions, small changes and additional work are carried out after approval at €108 per hour. Serious incidents are triaged immediately.
Post-launch monitoring and aftercare
The launch in block one includes two weeks of SEO/GEO monitoring after go-live (chapter 12). Extended aftercare with monitoring in weeks 3–6 and an AI baseline measurement with 100 prompts is part of block two. Reproducible errors within the scope delivered by us are resolved; new requests, content changes by third parties and disruptions outside our responsibility are estimated and agreed separately.
Handover upon termination
On termination, we support handover with up-to-date documentation, exports and agreed access to custom code and configuration. Chrysal retains ownership and control over its own content and accounts. For an extensive exit migration, we agree hours in advance. This allows the platform to continue functioning if the collaboration changes.
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