A fixed method, so nothing depends on memory.
This page describes exactly how an engagement with Tolvara runs: the four onboarding stages, the service levels you operate under afterwards, and the governance that keeps both honest. It is the same document our own engineers work from.
Four stages, typically four weeks.
Timelines assume an estate of 10–100 users; larger or more entangled environments get a written plan with revised dates before anything starts.
- 01 Discover weeks 1–2
- Read-only access first. We inventory identities, devices, servers, network, licensing, backup state and supplier contracts, and interview the people who actually use the systems. Output: an estate report with a risk register — yours to keep whether or not you proceed.
- 02 Stabilise weeks 2–3
- Before any redesign: monitoring agents deployed, patching brought current, backup verified with a test restore, MFA enforced, admin credentials rotated and vaulted. The unglamorous work that prevents the 2am phone call.
- 03 Migrate & integrate scheduled waves
- Agreed changes from the estate report land in planned waves — cloud migration, identity clean-up, application integration. Every wave has a named owner, a user-comms template, a maintenance window and a rollback criterion signed before it runs.
- 04 Run steady state
- The SLA below takes effect. Service desk live, maintenance calendar published, monthly report flowing, quarterly service reviews booked a year ahead. Improvement work is proposed from the backlog — never invoiced by surprise.
The SLA we contract to.
Response means a qualified engineer actively working the ticket — an automated acknowledgement does not stop the clock. Targets are measured monthly and reported to you with the raw numbers.
| Priority | Definition | Response target | Update cadence | Resolution objective | 24/7 |
|---|---|---|---|---|---|
| P1Critical | Whole-business outage or confirmed security incident | 15 min | every 30 min | 4 hrs | |
| P2High | Core system or whole team down or badly degraded | 1 hr | every 2 hrs | 8 hrs | |
| P3Standard | Individual user affected; workaround available | 4 hrs | daily | 3 working days | business hrs |
| P4Request | Service requests, changes, advice, new starters | 1 working day | at milestones | by agreed date | business hrs |
Resolution objectives are targets, not guarantees — some failures (third-party outages, hardware lead times) are outside any provider’s control, and we say so rather than promise the impossible. Service credits apply to missed response targets as defined in each agreement.
How the relationship stays honest.
Monthly service report
Ticket volumes, SLA performance against target, patch status, backup evidence and spend — in numbers, not adjectives. Sent whether the month was good or bad.
Change control
Anything that can interrupt work is scheduled, communicated and reversible. Emergency changes are documented within 24 hours of the fix, not lost to memory.
Exit-ready by design
Documentation, credentials and licences are held in your name from day one. If you leave, handover is a checklist we already maintain — not a ransom negotiation.
If something goes wrong with us.
Every agreement names an escalation path that ends at company level, with response commitments at each step. If a ticket stalls or a report worries you, escalation goes above the engineer handling it — and a director replies within one business day. Complaints, like enquiries, reach us at info@tolvara.co.
Want the estate report first?
Discovery can be bought standalone. You get the audit and risk register; what you do with it — including taking it elsewhere — is up to you.
Ask about a discovery auditOr email info@tolvara.co — reply within one business day.