Most contracts with service providers specify what happens when everything goes smoothly. They are much less likely to specify what happens in a crisis. Starting in 2027, we will close this very gap with our new Service Level Agreement (SLA) packages.
10.09.2026
Anne Meister
Why fixed SLA packages?
Until now, support at fastforward has often been a matter of trust built over time: Those who have worked with us for a long time knew roughly what to expect from us—but this was rarely put in writing. That works—until it doesn’t: when a key person is on vacation, when three customers report a critical error at the same time, or when a project suddenly becomes business-critical even though it never was before.
„With Bronze, Silver, and Gold, we make explicit what was previously implicit—and ensure that every project receives exactly the support it needs. No more, no less.“
Christian Sprecher
fastforward
Three Steps, One Principle: Clarity
We stay up to date with your system, even when there’s nothing on the agenda—including older versions that no one else maintains anymore. Pipelines, test environments per merge request, Jira & GitLab for project management. No surprises, no response time guarantees—but also no fixed costs for something you don’t need.
A permanent testing environment, a dedicated address for reporting issues, and—this is the key—guaranteed response times during business hours. When something becomes critical, you know how quickly we’ll respond. It’s not “we’ll see when we have time,” but a specific timeframe you can count on.
Here, we guarantee not only response times, but also who responds: staff trained specifically for your project, with no learning curve in an emergency. In addition, we offer the fastest response times, support even outside of business hours for critical issues, and seamless collaboration directly within your systems.
How You Benefit
Three things that were more important to us than anything else when developing these packages:
Transparency instead of fine print.
Every SLA package is publicly comparable—you can see exactly what you're paying for, not just what's theoretically possible.
No one-size-fits-all pricing.
If you need little support, you pay less. If you need a lot, you get more in return—but truly more, not just a higher price tag for the same service.
Room to grow.
Projects grow. What’s bronze today could be silver tomorrow. You can switch at any time without having to sign a new contract.
What if you don’t want an SLA package?
That’s also a legitimate decision, and we respect it. However, this means that we’ll bill you for work on your project—maintenance, further development, whatever it may be—based on actual time spent, including the time it takes us to get back up to speed on the project. So even without a package, there’s no such thing as a free service, and ad hoc work is rarely cheaper than planned.
Which SLA package is right for you?
The honest answer: It depends on how much an hour of downtime costs you—not on how big your project is. A small tool that no one needs at 3 a.m. is well-served by the Bronze plan. A system through which your customers process payments on a daily basis is better suited for the Gold plan.
Compare Bronze, Silver, and Gold
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