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We are website maintenance experts. We ensure the work you want gets done on time.
Service Level Agreement (SLA)
Due to the unforeseen technical nature of what we do, it’s not always possible to guarantee turnaround times on works given to us, however we do try our very best to deliver the changes within a reasonable amount of time.
Below is a rough guide to some of the turnaround times you can expect with our website maintenance & support agreement:
Level 1 – Website maintenance tasks or requests that take under 1 hour will usually be completed same day or next day
Level 2 – Website maintenance tasks or requests that take between 1 hour to 2 hours will usually completed within 12 – 24 hours
Level 3 – Website maintenance tasks or requests that take between 2 to 5 hours will usually be completed within 1 – 3 working days
Level 4 – Website maintenance tasks or requests that take between 5 to 10 hours will usually be completed within 3 – 5 working days
Level 5 – Website maintenance tasks or requests that take more than 10 hours will usually be completed between 3 – 7 working days
Working days are regular business hours and exclude weekends, national holidays and local holidays.
The daily timeframe for submitting works is between 08:00 ET and 16:30 ET Monday to Friday, excluding weekends, national holidays and local holidays.
Requests received after 12:00 pm will take an additional business day.
All times referred to in the SLA are Eastern Time
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