Below is our standard Service Level Agreement (SLA) for Silverstripe Website Maintenance. We can also offer custom SLAs on request. 

Purpose

The purpose of our maintenance subscription is that:

Terms of Service

We have made our maintenance subscription flexible so that both small and large businesses can benefit. Here is how it works:

Priorities and response times

Below is a list of tasks that may be included, depending on the time available. They are in order of priority and we have listed the usual response times:

  1. Site is unusable - e.g. site is hacked, the server is down, your database is corrupted
    < 48 hours - in many cases, during business hours, this can be resolved in less than 30 minutes
  2. CMS questions
    < 3 days - we can often help you in a few hours
  3. Errors - we will take care of any bugs you let us know about
    < 7 days - errors with a significant impact are usually fixed in less than a few hours
  4. Applying critical security patches to the Silverstripe framework and the Silverstripe modules used on the site
    < 7 days 
  5. Applying non-critical upgrades to the Silverstripe framework and the Silverstripe modules used on the site
    < 6 months
  6. Applying infrastructure upgrades - as and when required we will update your server to newer versions of, for example, PHP or Apache
    < 6 months
  7. Adding minor enhancements 
    as time allows
  8. Cleaning up existing code
    when there is nothing else to do

Also See

Other pages in the Services section: