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SaaS Operations

1. SLA (Service Level Agreement) and Support​

  • SLA (Service Level Agreement):
    Defines service quality guarantees such as system uptime, response times, and other performance indicators provided to users.

  • Support Structure:
    Includes inquiry handling, incident response, and well-maintained documentation to assist users effectively.

2. Incident Management (Monitoring, Notification, Recovery)​

  • Monitoring:
    Continuous monitoring of system status for early detection of issues.

  • Notification:
    Automatic alerts sent to administrators when incidents occur.

  • Recovery Process:
    Predefined procedures for responding to and recovering from incidents in a structured manner.

3. User Support and Documentation​

  • FAQs, Manuals, and Knowledge Base:
    Provide self-service resources to help users resolve issues on their own.

  • Support Channels:
    Offer multiple contact methods such as phone, email, and chat to accommodate different user preferences.

4. Operational Data Viewable on the SaaSus Platform​

  • Tenant and User Status:
    The SaaS Operations Console allows you to view the current registration status and contract information for each tenant and user.

  • User Activity Logs:
    By including the appropriate headers when calling SaaSus APIs from your SaaS application, user activity can be recorded and viewed through the SaaS Operations Console.