## 5 Conclusions  
We conclude that commerce and educational project representatives, who still do not use electronic and EdTech resources, experience many losses during the period of the urgent need for digitalization and remote working/teaching activities. The article provides a framework for improving technical equipment reliability and availability, and detection of insufficient resource allocation, which can lead to profit, users, or customers' loss, and harms business competition, especially during a crisis. We propose the application of user-engagement and Site Reliability Engineering tools with the concept of Service Level Objectives/Service Level Agreement in an efficient way using real-time monitoring, due to the fact that it allows organizations to make web-project infrastructure observable and achieve data-driven decision making. The presence of operational intelligence and performance monitoring is necessary for data research and to provide high-quality service in the remote work and learning modes. We claim that log management of a web-project facilitates efficient Service Level Objectives definition as well as the possibility of task automation in the future with intelligent methods. In this article, we provided an equation for the user-engagement score calculation, which was applied to the Udemy business and finance educational content dataset. Our user-engagement score is valuable for determining user-behavior and learning trends from topics with their different values. The developed contingency table will simplify the study of the relationship between SLO/SLA adherence and user-engagement data. Accordingly, to calculate user-engagement, we propose to use more than one metric, as well as to use weights that are independent and reflect a specific web project unit in its total spectrum (relative frequency, percentage, ratings). We would like to pay special attention to the need for user rating score presence in the dataset, which can broaden the user-engagement study as well as its correlation with the obtained SLO/SLA. It is necessary to develop a strategy for collecting the necessary business/machine data, as well as a business plan to determine the desired SLI thresholds so that the SLO/SLA calculation can be done in an efficient manner. The limitation of the study is the analysis of static data generated in 2017 when the demand for web-educational content was high but not so great as opposed to the 2020 period of lockdown and the remote working and learning modes. Also, we analyzed just the business and finance Udemy educational web-service content, however, the platform contains other popular educational content and user groups to study, where the customer preferences might differ, as well as being on other platforms. Our study can lead to certain kinds of social implications--to an increase in commerce/educational web-project profitability due to being available and reliable as well as to allow people to access specific content. That might also enforce web-projects to adjust the content in order to increase user-engagement and meet the SLOs/SLAs. A tendency for user-friendly web-projects and improvements in zero downtime system [36] can evolve. However, we should also consider that organizations will need to collect more data about users than before, so security and privacy concerns might arise. Correspondingly, the more data that will be collected, the more efficient techniques for data handling and storage need to be developed, and organizations need to adopt these new IT solutions. In the article, we proposed an SLO/SLA and user-engagement levels matrix that improves the infrastructure technical condition interpretation and speeds up the above-mentioned contingency table formation. Our findings associated with educational/commerce web projects show that factors such as the web project service costs, required knowledge level, and class duration affects user-engagement.