Service Level Agreement

Our SLA outlines the support services and response times we provide when you have problems with your website.  It should be read in conjunction with the SLA provided by your hosting company.

Point of contact

Our Support Coordinator, Marie Heera, can be contacted on 0203 102 5295

If you need to escalate an issue, contact Simon Whittaker

Coverage

During working hours

We provide a fault logging and resolution service during the hours of 9am to 6pm (GMT) Monday to Friday, excluding public holidays. Faults can be reported by email, through our client extranet account or by telephone.

Out of working hours

Faults can be logged out of hours in our client extranet https://ndp-projects.basecamphq.com or in emergencies, via the contact form on our website. The contact form triggers an email that is monitored out of working hours, but not through the night.

If your site develops a serious fault out of working hours and we are not available to respond, you can contact your hosting company directly to request that they restart your server.

Responsibilities

This section outlines the respective responsibilities under this agreement, in order that we can provide a smooth fault resolution process.

Our responsibilites

• Attempt to resolve problems over the phone on the first call wherever possible
• Document the nature of the problem and confirm the category and likely speed of resolution with you
• Communicate on your behalf with other suppliers where necessary - this includes your hosting company
• Keep you notified of the progress we are making and the likely time/date that the issue will be resolved

Your responsibilities

• Ensure that site users do not contact us directly to report or discuss problems
• Provide necessary documentation and information where applicable
• Ensure we have access to any of your stakeholders who may be needed to help with the issue resolution

Fault classifications and resolution

When we are notified, faults are assigned to one of the three categories listed below, based on their severity. The category may be changed after initial investigation.

Category 1 - Total site outage

These faults are as follows:

• Issues that render the site as a whole or any vital function unusable
• Actions that severely compromise the security of the site or data held within it

Once we’ve received notification, we respond as follows:

• We begin investigation and work within 15 minutes (except out of hours)
• We attempt to restart the server and site
• We contact the hosting supplier if required

Category 2 - Partial site outage

These faults are as follows:

• Issues that limit the functionality of the site to a degree where a user is not able to use the site to its fullest extent
• Issues that compromise the user experience on a regular basis
• Data held or logged by the web server is corrupt

Once we’ve received notification, we respond as follows:

• We begin investigating the issue within 1 hour (except out of hours)
• We begin work within 4 working hours

Category 3 - Performance issues and minor issues

These faults are as follows:

• Issues causing the site to constantly function slowly, but correctly
• Minor faults where the whole site works well but parts are not functioning properly, but this does not affect the overall impact of the site
• Internal or external 404 (page missing) errors

Once we’ve received notification, we respond as follows:

• We endeavour to begin investigating the issue within 1 working day
• We endeavour to begin work within 4 working days

While the issue resolution is underway, we also check the status of security and module updates that are available and make recommendations on updates if required.

Fees for our services

All work is charged at £80/hr and invoiced on a monthly basis with an itemisation of the work completed.  We do not charge for telephone support or meetings.

Our terms and conditions

Please see http://www.newdigitalpartnership.co.uk/terms-and-conditions for our terms and conditions.