Service Level Agreement

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 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.digiboost.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) 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 (i.e.: 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 am@digiboost.com and through our ticketing system located in your customer portal: portal.digiboost.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.digiboost.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 (you) regarding financial delinquency.

- Provide timeline of account standing.

Account on Probation

- One month period between Financial Notice and Suspension of Services.

0-30 days

- Require autopay or updated payment method moving forward if on probation more than once in a six month period.

Suspension of Services

- Begins upon second missed payment.

30-90 days

- Site turned off, or services paused.

- Digiboost will still collect data.

Account Termination

- Begins upon 4th missed payment, OR 3 times that the customer has fallen into Suspension.

90+ days

- Services terminated.

- If site is paid off, it will be packaged and sent to customer (you).

- If customer is leasing from Digiboost, full payment will need to be made before packaging and handing the site over.

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