What is an SLA and what does it cover?
An SLA (Service Level Agreement) or Support agreement is like a warranty. It means a Client’s website is covered should any errors or bugs get spotted. Red Bullet will address such issues under the response times listed below. In addition, Red Bullet will edit text/images/settings on the website that sit outside the control of the Client - e.g. within the footer template of a website.
Period of Support
Red Bullet will agree with the Client the period of the support agreement (SLA). Normally this will be a 12 month recurring arrangement. The cost and subsequent invoice will be raised for the full period, unless otherwise agreed, and be payable in advance of the period.
Logging Support Tickets
Clients with an SLA, will be able to log errors on their website or request updates to content that is not within their control. All requests should be logged at http://support.redbullet.co.uk or emailed to email@example.com. Requests logged outside either of these routes will not be subject to the response times set out below. If Red Bullet feel a request is outside what is covered by the support agreement, they will let the Client know and discuss the request as additional development and propose a solution and cost. Work on such a request would not be undertaken until agreement with the Client on the additional cost and approach.
Red Bullet will classify all requests as one of the following and as such each will aim to resolve within the given times:
- Urgent: an error which has caused the Website to be offline or be in such a state that it is causing the client serious brand damage. E.g. if a payment gateway is allowing users to checkout without taking payment or contact forms are not triggering emails through to the client and hence they are losing enquiries. Aim to resolve within 1 working day.
- High: an error that is causing the client to lose revenue directly but one that is not deemed as “urgent”. Aim to resolve within 2 working days.
- Normal: an error that inhibits typical user experience but does not result in a loss of revenue for the client directly. Aim to resolve within 10 working days.
- Low: an error that is not inhibiting typical user experience. Aim to resolve within 14 working days.
Support on work not covered with an SLA
Where support requests are received from Clients on work that is not subject to an SLA, Red Bullet has no responsibility to respond and fix the error reported. However, Red Bullet will always aim to respond to the Client with a resolution route and cost associated with this. All requests outside a support agreement are treated with low priority until agreement on any cost to look at the issue. Requests from Clients with an SLA will always supercede requests from clients without SLAs.
Invalidation of an SLA
Should a client have or gain access to their website code files and make changes themselves or edit settings in their content management system that are only available to super administration rights, an SLA will become invalid. Any subsequent work to rectify any issues caused and to bring the website back to state it was before would be chargeable.