Managed operations and SLA for open-source apps

We patch, back up, test restores, monitor and answer incidents for every app you run with Pilae, under a contract with a 99.9% monthly availability commitment and service credits.

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Availability: 99.9% monthly commitment, with service credits
Monitoring: 60-second probes on every app
Response times: Set per plan and written into your contract
Pricing: On request, per estate

What managed operations covers

Running an open-source app is easy on day one. The work is the next three years of releases, advisories, full disks and expired certificates. Managed operations is that work, done on a schedule and on the record.

Patching and updates

Every release and advisory for your apps is planned by the Pilae Agent, approved by you and applied in your maintenance window.

Backups you can restore

Scheduled, encrypted backups to a location you choose, with a verified backup taken before every change.

Restore tests

Every month an engineer restores your backups into an isolated environment and checks the apps answer. The result is recorded in your console.

Monitoring around the clock

Probes check each app every 60 seconds. Machine metrics track disk, memory and load. Alerts go to Pilae engineers, not to a queue.

Incident response

A Pilae engineer takes each incident, keeps you informed, restores service and writes a post-incident report.

Security hardening

Apps answer only on the private mesh, behind one hardened gate on port 443. Certificates, secrets and access are rotated and reviewed.

Managed services for open-source apps, on your servers or ours

Managed operations works wherever your apps run: on your premises, in Pilae Cloud on dedicated machines in Switzerland and the EU, or across both. The engineers, the monitoring and the contract are the same in each case.

Every change goes through the Pilae Agent: a written plan, a verified backup, your approval, then the change in your window. Your team sees each step in the console and in the audit log.

An SLA you can hold us to

The availability commitment is 99.9% per production app per month, with service credits written into the contract. Response times are set per severity and per plan. Each month you receive a report with availability, incidents, changes applied and backups verified, so the numbers in the contract are numbers you can check.

Backups that are tested, not assumed

A backup nobody has restored is a hope. We restore yours every month and record the result in your console, where your auditors can read it. Read more on backups and restores and on how we secure your apps, then see pricing or contact us to scope a plan.

How an incident runs

Detect
A failed probe or a metric past its threshold alerts the on-call engineer.
Acknowledge
The engineer takes the incident and tells your named contact what is affected, within the response time of your plan.
Restore
The service is brought back, by rollback, failover or restore from backup, with each action logged.
Report
You receive a written report with the cause, the timeline, the impact and the change that prevents it happening again.

What your contract includes

Availability: 99.9% monthly availability per production app, measured by our probes. Service credits apply when we miss it.
Response times: Defined per severity and per plan, from business hours to around the clock.
Patching: Security fixes proposed promptly after an advisory. Routine updates on the schedule you agree.
Backups and restore tests: Frequency, retention and location stated per app. Restore tests every month, with the result recorded in your console.
Reporting: A monthly report with availability, incidents, changes applied and backups verified.
Named contacts: Pilae engineers who know your estate, and a written escalation path to Pilae management.

The apps behind it

Open WebUI

A chat interface over models you host, so prompts and the documents people paste into them never leave your network.

Replaces ChatGPT Team, Microsoft Copilot

n8n

Workflow automation your own team writes, running next to the systems it talks to instead of reaching them across the internet.

Replaces Zapier, Make

Nextcloud

Files, calendars and shared documents for the whole organisation, on storage you can point at in a room you control.

Replaces Google Drive, Dropbox, SharePoint

Keycloak

Single sign-on for everything else you run, with your own directory as the source of truth and no per-seat bill between you and it.

Replaces Okta, Microsoft Entra ID

NocoDB

A spreadsheet interface over a real database, so a department can build the tool it needs without anyone provisioning a new system.

Replaces Airtable

Grafana

Dashboards and alerts over your metrics, logs and traces, run in Switzerland, the EU or your own datacentre so the telemetry stays with you.

Replaces Datadog dashboards, New Relic

Questions

What does the Pilae SLA commit to?

A 99.9% monthly availability commitment for each production app, measured by Pilae probes every 60 seconds. When a month falls short, your contract grants service credits on the fees for that app.

What are the response times?

They depend on the plan and the severity of the incident, from business-hours support to around-the-clock cover for critical systems. The exact times are written into your contract before you sign.

Does Pilae apply updates without asking?

No. The Pilae Agent plans each update and waits for approval from you or from a rule you set. Emergency security fixes are proposed with urgency, never forced.

Can Pilae manage apps on our own servers?

Yes. Managed operations covers apps on your premises, in Pilae Cloud, in a hybrid setup, and in air-gapped environments where engineers work through an access path you control.

How do we know the backups work?

We restore them. Every month an engineer restores your backups into an isolated environment, starts each app and checks its data. The date, scope and result are recorded in your console.

What is excluded from the availability commitment?

Maintenance you approved inside an agreed window, and outages caused by systems outside Pilae operation, such as your own network or a third-party service. The contract lists the exclusions in full.

Platform

Put your open-source apps under an SLA.

Tell us what you run and where. We come back with a plan, the response times it includes and a quote.