SLA is short for piece of mind, quality service, and staying on top of things.

Setting up a Service Level Agreement (SLA) ensures your site stays in good shape. We have made our SLA flexible so that both small and large businesses can benefit. 

Why

Having an SLA with us ensures:

  • Your site is less prone to hacks through proactive maintenance.
  • Errors are addressed in a timely manner.
  • Small enhancements are processed quickly.
  • Your site remains future proof.

How it works

  • You choose the number of hours per month (there is a minimum of two hours per month).
  • The number of hours you select should be in line with the size of your website (e.g. for a large e-commerce websites, you will need a larger number of hours than for a small brochure site). We can help you decide on an appropriate number of hours. 
  • Payment is made at the start of each month. 
  • Hours do not roll over to the next month. Instead, we aim to use any hours not used in a given month for general maintenance by our team in the month following the overage, at our discretion (e.g. upgrade infrastructure, improve commenting, fix small bugs). 
  • Together, we maintain a to-do list and anything that can not be done in a specific month can be addressed in the next month(s).  Together, we decide on the priority of the items in the to-do list.
  • SLAs are ongoing and there is a cancellation period of six months.
  • At our discretion, we can choose when we do the hours of work scheduled for the month. 
  • On request - we can set up a weekly schedule to make working together more structured.

Under / Over Time

If there is time left at the end of the month then we will use this time to improve your site. We will consider things like:

  1. Running a health check on your site to identify priorities for the next maintenance period.
  2. Applying non-critical upgrades to the Silverstripe framework and the Silverstripe modules used on the site.
  3. Applying infrastructure upgrades, as required.
  4. Cleaning up your code.

If it is necessary to get more work done during any given month period then our normal rate is applied to any surplus work. 

If we end up doing more time than agreed, for example, a task took a bit more time than expected and we end up doing 3 hours over the SLA time available, then we will let you know and reduce the hours for the next month. Basically we did some of the work in advance.  

Communication

All requests can be emailed to us and we will also provide you with access to our project management software, and a to-do list in the form of a kanban (Trello) board - as required. These are easy to use and make managing complex projects less of a chore. 

Fine Print

These maintenance agreements can not be used for urgent / large / complex development work.  It is primarily aimed at keeping your site in a good working order, not to develop any significant new functionality. 

The time used to manage the service agreement will be marked against the hours allocated. 

We will ask you to sign a Master Service agreement before we start.

Also See

Other pages in the Services section:

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