Service Level Agreement
We provide the following types & standarts of services depending on your pricing plan
1. General Overview
The purpose of this document is to establish a two-way understanding between the Client and SO Inspired (UK) Ltd
regarding the web support services available. The document lays out the practices regarding web support which SO
Inspired will follow. These practices are intended to yield a high quality, reliable web experience for eligible customers.
2. Service Description
This Service Level Agreement specifically describes the web support services provided by SO Inspired.
This Service Level Agreement applies to the SO Inspired developed and hosted websites.
Web Support is provided by the most efficient method available. Currently, opening a ticket via email is the recommended approach but assistance may also be obtained via telephone and in-person.
Web support services include:
3. Roles and Responsibilities
3.1 SO Inspired Support Responsibilities
3.2 Client Responsibilities
Client responsibilities in support of this Agreement include:
3.3 Support Limitations
SO Inspired provides support and ongoing maintenance for the usage of and placement of text and graphic content for SO Inspired Client websites. When applicable, SO Inspired may obtain assistance from the Client’s web hosting provider on their behalf by initiating a support ticket.
4. Requesting Service
4.1 Web Support Requests
Types & standarts of services
- General guidance: < 24 hours*
*Paid plans always have higher priority
- General guidance: < 24 hours with high priority
- System impaired: < 8 business hours
Runners should have at least 99% over the past 90 daysCheck uptime