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: