SLA

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.

2.1 Scope

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.

2.2 Services

Web support services include:

2.2.1 Inital Consultation
· Meeting with Client to determine their requirements
2.2.2 Design and Construction
· Construction of draft pages/site
· Collection, review, and implementation of customer’s feedback
2.2.3 Deployment and Upkeep
· Assistance with the posting the pages/site to the appropriate web server(s)
· CAssistance with the posting new content
2.2.4 CMS/Content Migration
· Moving existing content to CMS
· Providing training in maintaining site content
2.2.4 Maintenance of WordPress and Plugins
· SO Inspired shall maintain WordPress and the associated plugin software patches to reasonably upkeep the security and resilience of the website platform to meet industry good practice standards. Installation procedures shall include good practice change and release management practices, that includes proactive communication with the Customer.
· Check backups of the website database and site files (once a month)
· Optimise the WordPress database
· Perform SPAM & revisions cleanup
· Run regular security and performance scans

3. Roles and Responsibilities

3.1 SO Inspired Support Responsibilities

· Meeting response times associated with the priority assigned to individual service requests.
· Assist with posting content provided by the Client to the appropriate area of the client’s website as agreed.

3.2 Client Responsibilities

Client responsibilities in support of this Agreement include:

· Using the standard contact methods (see Section 4 below) to request web support services
· Reviewing draft design concepts, web pages suggestions, ticket replies, and all other communication dependencies in a timely fashion.
· Regularly reviewing page content for which they are responsible and communicating any required updates or new content to SO Inspired in a timely fashion.

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

4.1.1 Support Ticket via Email
· Sending an email to SO Inspired support[at]soinspired.com is the recommended method for requesting web support assistance. Unless designated urgent, requests made via email will be processed in the order in which they are received during normal hours of operation.
4.1.2 Telephone
· Urgent support requests may be made by telephone to +44 (0) 7719 335 865. Messages left during out-of-hours will be processed the next business day.

Types & standarts of services

Free

Support

  • General guidance: < 24 hours*

*Paid plans always have higher priority

Pricing Plans

Paid

Support

  • General guidance: < 24 hours with high priority
  • System impaired: < 8 business hours

Uptime

Runners should have at least 99% over the past 90 days

Check uptime

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I've used everything from GA actions to CircleCI to Bitbucket Pipelines (yuck) and ruby.ci is running circles around each!

John Doe
CEO at Lynch LLC

I've used everything from GA actions to CircleCI to Bitbucket Pipelines (yuck) and ruby.ci is running circles around each!

John Doe
CEO at Lynch LLC