Robust and efficient application servers are crucial for companies relying on software applications, whether supporting e-commerce platforms, financial services portals, or internal operations. To ensure smooth operations and deliver seamless services to users, it's essential to partner with vendors who can provide a system runtime that offers maximum uptime. This reduces costs and optimizes performance, profitability, and user satisfaction. Effective service level agreements (SLAs) with these vendors play a key role in minimizing disruptions and ensuring that your applications run efficiently and reliably. 

In this blog post, we share insights from industry players on what to look for in application runtime SLAs to minimize disruptions.

In our previous blog post, we discussed how expensive application server issues can be. Partnering with a reliable provider that offers highly effective technical assistance and robust SLAs is a strategic investment that yields significant benefits. It minimizes downtime, reduces associated costs and provides access to expert support, allowing businesses to focus on growth and innovation.

The Role Of Middleware Vendors 

Shane McEvoy, MD at Flycast Media, thinks that transparent pricing and turnaround times are key elements to consider: “When seeking support from application server providers, one important consideration is transparent pricing. Knowing exactly what is covered upfront can make a significant difference. It helps businesses plan their budgets and avoid unexpected costs. For example, if we knew the exact cost of fixing server issues, it would make financial planning much easier. Currently, we spend around $5,000 annually on these fixes. 

“Another issue is limited support hours. Marketing campaigns run 24/7, so ideally, we'd have access to support whenever a problem arises, not just during business hours. This ensures that any issues are addressed immediately, minimizing downtime and keeping campaigns running smoothly. The current service level agreements often fall short in this area, making it essential for companies to seek providers that offer round-the-clock support.” 

Look For Responsive Services 

Rapid response times are crucial also for Konrad Martin, CEO at Tech Advisors: “When it comes to fixing application server issues, our company typically spends around $1,500 to $2,000 per incident. The cost can vary depending on the complexity and urgency of the problem. For instance, a straightforward issue might cost less, while a more complex problem requiring immediate attention could increase costs. We've found that proactive maintenance and regular updates help minimize these expenses. 

“Response time guarantees are one area where we see a gap in current SLAs. While many providers promise swift responses, the reality often falls short. There have been instances where our clients faced critical downtime, and the response from their server provider was not as quick as needed. This delay can be costly in terms of both money and productivity. Ensuring that SLAs include stricter and more realistic response times is crucial. 

“Companies should also consider the comprehensiveness of the support offered. Many SLAs lack provisions for preventive measures and regular health checks. These are essential for identifying potential issues before they become critical. Our experience shows that including regular audits and maintenance checks in the SLA can significantly reduce the frequency and severity of server issues.” 

Tushar Thakur, Co-Founder and Tech Blogger at TechKV, agrees and expands: “When looking for help from application server providers, it's important to make sure that they have thorough service level agreements (SLAs) that guarantee quick responses and good problem resolution. Support providers that are available 24/7, proactive tracking, and automated backup solutions are the best because they help keep downtime to a minimum. Make sure that the support teams know how to work with the computer technologies that your business uses and can provide custom solutions.” 

This level of support is key to help companies make sure they offer only the best to their customers, as explained by Stefan Ajderev, IT Infrastructure and Security Manager at DPD: “Using Payara Enterprise support enables us to get our APIs more stable and we feel more confident in the service we provide to our customers.”  

To read more about how DPD leverages Payara, check this page.  

From Reactive Maintenance To Condition Monitoring and Beyond 

In the world of Big Data, traditional reactive maintenance strategies can fall short. In effect, as application servers become more sophisticated, they can leverage data to deliver real-time, accurate insights that support vendor service teams and companies. For example, Payara InSight is designed to help companies discover and fix problems faster through real-time visualization and monitoring capabilities.  

Deyan Georgiev, Cybersecurity Expert at Rapidseedbox.com, comments: “When selecting an application server provider, look for 24/7 technical support to handle issues anytime they arise. It's crucial to have a support team with deep expertise and quick response times. Proactive monitoring is also key, as it helps catch issues early. Comprehensive documentation and flexible support plans tailored to your business size are essential. 

“Fixing server issues is expensive. From my experience, minor bugs might cost $100-$500, while major outages can range from $1,000 to $10,000. Many companies, including mine, choose ongoing support contracts costing $500 to $5,000 per month, which provide consistent support. 

“However, even with good support, some areas often fall short. Reactive support fixes problems after they occur, rather than preventing them. Clear communication during issues is often missing, and customization flexibility can be limited. Scalability and knowledge transfer can also be problematic. Lastly, cost transparency is also an issue with unexpected fees.” 

Similar input comes from Burak Özdemir, Founder of Online Alarm Kur, who says: “We spend about $500 to $1,000 monthly to fix application server issues. Our current service agreements usually wait until something breaks to fix it. We need providers who constantly watch our servers and stop issues before they happen. This would save us money and time and keep our services running smoothly for our users. Companies should look for providers that offer regular checks and active monitoring of their agreements.” 

Shir Amram, COO at Montana Capital, adds: “When dealing with application server issues, I've found that costs can quickly escalate if the service level agreements (SLAs) aren't robust enough. At Montana Capital, we've spent a considerable amount—upwards of $10,000 annually—on fixing unexpected server issues. This significant expenditure stems from gaps in the support provided by our application server providers. 

“One major shortfall in our current SLAs is the response time. Despite having a '24/7 support' clause, the actual time it takes to get a knowledgeable technician on the line and address the issue can be frustratingly slow. There have been instances where we've had to wait hours, impacting our operations and leading to potential revenue loss. 

“Another area that needs improvement is the proactive monitoring and maintenance. Our SLAs promise regular updates and security patches, but these are often delayed or done without proper testing, resulting in further issues. For example, we once faced severe downtime during peak business hours because a scheduled update wasn't compatible with our system configuration, something that could have been avoided with thorough pre-update testing. 

A Support That Aligns With Your Needs 

Shir Amram also highlights the importance of communications: “Finally, communication is crucial. Clear, jargon-free updates on issue resolution progress can make a significant difference. During one of our critical outages, the lack of timely and understandable updates left us in the dark, making it difficult to manage our stakeholders' expectations. 

“In summary, while we invest heavily in application server support, the key areas lacking are quick and effective response times, proactive maintenance, and clear communication. These are vital components that can significantly improve the reliability and efficiency of server management, ultimately reducing costs and enhancing service quality.” 

Similarly, Tornike Asatiani, CEO at Edumentors, stresses the importance of quick responses and personalized support: “Running Edumentors means always staying on top of our application-server needs. Typically, we spend around 5-10% of our IT budget on fixing server issues. The main challenge with current service-level agreements is the lack of timely responses and personalized support. Often, generic solutions don't address our specific needs, leading to prolonged downtimes. A more tailored, responsive support system would make a significant difference in maintaining seamless operations.” 

In effect, partnering with a vendor that understand a company’s business and its needs is key. Jason Smit, CEO at Contentellect, says: “What we're really after is a provider who gets the nuances of our content-centric ecosystem. We need someone who understands that for us, server downtime isn't just an inconvenience—it's a bit of a catastrophe, meaning missed deadlines, frustrated writers, and a deluge of worried clients who have their own schedules disrupted. Our business model is also all about growth, so we need a provider who can flex with us, who can anticipate our needs before we even know we have them. 

“It's not just about uptime percentages and response times. It's about finding a partner who speaks our language, who understands the content game.” 

In effect, it is all about partnering with a vendor that is committed to engaging with our team and helping you succeed by sharing its expertise. A spokesperson from BMW Group shared: “Regardless of where the root cause of the problem is located, either in Payara Server source code or application source code, the Support Team helped to find a solution and resolve the issue. BMW Group has found that all major blocking issues have been resolved and newly found bugs are dealt with appropriately.” To learn more about this project, read the case study here.  

To be continued  

We’ve covered what to look for in your application runtime vendor and SLAs, but you may still be reluctant to migrate. In our next blog post, we’ll look at what is holding back many companies in a variety of sectors and how to overcome potential barriers to enhance your applications.