At Staro Integration, we recognise that no two plants have the same operational requirements. For this reason, our Service Level Agreements are structured around each client’s specific automation environment, operational priorities, and support requirements.

Effective Service Level Agreements should never follow a rigid template. Instead, they should reflect the operational realities of the organisation they support.

From understanding Allen Brdley’s robust product portfolio, a flexible SLA allows companies to access the right level of engineering expertise while maintaining control over costs and system performance.

Understanding the Real Support Requirement

Before defining an SLA, we typically analyse the historical support patterns within the facility.

Many organisations discover that engineering support requirements follow a predictable pattern. Monthly support hours often fluctuate depending on factors such as:

• Equipment reliability
• System upgrades or modifications
• Operational changes
• Seasonal production demands

By reviewing historical support activity, it becomes possible to design an SLA that aligns with the plant’s real operational needs.

Balancing Remote Support and Onsite Engineering

Most industrial SLAs combine remote support with periodic onsite visits.

Remote support allows engineers to diagnose issues quickly, review control programs, and assist operators without the delays associated with travel. Many troubleshooting activities, configuration adjustments, and system reviews can be performed effectively through remote access.

However, onsite visits remain important for tasks that require physical presence, including:

• System inspections
• Hardware troubleshooting
• Network assessments
• Engineering modifications
• Operator engagement and training

Combining both forms of support creates a balanced service model that addresses both immediate issues and long-term system improvements.

Managing Support Hours Effectively

One of the challenges with traditional support arrangements is the unpredictability of engineering hours. Some months require extensive support, while others require very little.

Flexible SLAs can address this by allowing limited carry-over of unused hours or accommodating occasional peaks in support demand. This approach provides stability while still allowing the agreement to adapt to real operational conditions.

Over time, as recurring issues are resolved and systems become more stable, the demand for support often decreases.

Visibility Through Structured Reporting

A key component of any SLA is transparency.

Regular reporting provides a clear overview of the support activities performed during the reporting period. This typically includes:

• Summary of support incidents
• Root cause analysis of major issues
• Actions taken to resolve problems
• Recommendations to prevent recurrence
• Identification of system risks or obsolescence concerns

These reports help both engineering teams and management understand how the automation system is evolving and where improvements should be prioritised.

Supporting Long-Term System Sustainability

Industrial automation systems have long lifecycles, but the technologies that support them evolve rapidly. Software platforms change, hardware becomes obsolete, and cybersecurity risks increase.

An effective SLA helps organisations stay ahead of these challenges by providing ongoing guidance on:

• Equipment obsolescence risks
• Software lifecycle management
• Cybersecurity considerations
• System modernisation planning

Instead of reacting when components fail or become unsupported, organisations can plan upgrades strategically.

A Partnership Approach to Support

The most successful SLAs are not simply service contracts.

At Staro Integration, we view our Service Level Agreements as long-term partnerships with our clients. By combining responsive support with proactive system improvement, our SLAs help organisations maintain stable, reliable, and future-ready automation environments.

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