Now that we are launching your website and/or application what can you expect from us? The following Service Level Agreement will provide you with precise processes, roles, and responsibilities for your reference.
PART I – Service and Support Agreement
The following detailed service and support parameters are the responsibility of the Digiboost:
Service Scope
The following Services are covered by this Agreement;
- 1 hour per month purchased maintenance & support package
- Other maintenance & support services
- Support via ticketing system (portal.wordpress-973507-3554023.cloudwaysapps.com)
- Emergency Issues (downed sites)
Customer Requirements
Customer (your) responsibilities and/or requirements in support of this Agreement include:
- Appropriate contacts list made available
- Reasonable availability of customer representative(s) when resolving a service or support related incident or request.
Digiboost Requirements
Digiboost responsibilities and/or requirements in support of this Agreement include:
- Meeting response times associated with service-related incidents;
- Appropriate notification to Customer (you[1] ) for all incidents and scheduled maintenance via ticketing system;
- In the event of an emergency (downed site) response within 2 hours
Service Assumptions
Assumptions related to in-scope services and/or components include:
- Changes to service or support will be communicated and documented to named customer contacts
Service Definitions
- “Business Day” refers to 8:30 am to 5:30 pm, Monday – Friday, Central Standard Time, San Antonio, Texas, USA.
- “Business Hours” refers to 8:30 am to 5:30 pm, Monday – Friday, Central Standard Time, San Antonio, Texas, USA.
Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
- Telephone support: Manned 8:30 A.M. to 5:30 P.M. Monday – Friday, Central Standard Time, San Antonio, Texas, USA.
- Calls received out of office hours will be forwarded to a voicemail and best efforts will be made to answer/action the call
- Email & Ticket Support: Monitored 8:30 A.M. to 5:30 P.M. Monday – Friday, Central Standard Time, San Antonio, Texas, USA.
- Emails & Tickets received outside of office hours will be collected, however, no action can be guaranteed until the next business day
- Exceptions: United States Federal recognized holidays (ie: Thanksgiving day, Christmas day, etc.) will result in next business day responses
- Exceptions: Emergency Tickets will be reviewed within 2 hours
Service Requests
In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer through the approved channels and within the following time frames:
Technical Support Contact: Digiboost support team can be reached on any business day through e-mail at [email protected] and through our ticketing system located in your customer portal: portal.wordpress-973507-3554023.cloudwaysapps.com
Service Severity Levels
Issues related to your website fall into two categories (Major and Minor) with varying severity levels as follows:
MINOR ISSUE [Handled Within Covered Business Hours]
- Minor Level 1:
- A standard billable request to “fix” content on your website or application. Examples, such as blog updates, image changes, word changes, font formatting, color and head/footer adjustments.
- Response: Ticket created if one has not been done by (you) the customer. A case will be generated upon ticket submission to the portal.wordpress-973507-3554023.cloudwaysapps.com. Initial communication within 4 business hours
- Diagnosis and activation: Within 2 business days
- Minor Level 2:
- A standard request within the 1-hour monthly support/maintenance
- Diagnosis & validation: Within 3 business days
- Minor Level 3:
- A standard request within your monthly maintenance contract.
- Diagnosis & validation: Within 3 business days
MAJOR ISSUE [Handled At All Hours]
- Major Level 1:
- The website or app is not accessible.
- Response: Initial notification within 2 hours of discovery & ticket creation
- Resolution: Immediate within covered business hours
- Resolution: Best efforts outside covered business hours
- Major Level 2:
- The website or app is accessible but requires a restore
- Response: Initial notification within 2 hours of discovery & ticket creation
- Resolution: Immediate within covered business hours
- Resolution: 1 business day outside covered business hours
PART II – Hosted Solution (web/app)
The hosted solution will be available 24 hours day, 7 days a week as per service level agreement of hosting provider.
PART III – Payment Terms
SLA terms do not apply if customer (you) are not up-to-date. Action Timeline for non-payment is referenced below.
Actions Timeline:
Stage | Description | Days From Missed/Failed Payment |
Financial Notice | -Begins upon first missed payment. -Contact Customer regarding financial delinquency. -Provide timeline of account standing. | |
Account on Probation | -One month period between Financial Notice and Suspension of Services. -Require autopay or updated payment method moving forward if on probation more than once in a six month period. | 0-30 days |
Suspension of Services | -Begins upon second missed payment. -Site turned off, or services paused. -Digiboost will still collect data. | 30-90 days |
Account Termination | -Begins upon 4th missed payment, OR 3 times that the customer has fallen into Suspension. -Services terminated. -If site is paid off, it will be packaged and sent to customer. -If customer is leasing from Digiboost, full payment will need to be made before packaging and handing the site over. | 90+ days |