Service Level Agreement (SLA) for Clients and Non-SLA Clients
All support issues or support-related questions should be directed to [email protected]. Our help desk has two types of protocols: Service Level Agreement (SLA) Clients and non-SLA clients.
For Service Level Agreement (SLA) Clients:
Clients may elect to obtain a service level agreement to address their support needs. Plans are detailed below. For more information on our support plans, please contact [email protected] or call 630.686.2600. If you already have an agreement in place, and need assistance, call or email us at [email protected] to discuss or send support request.
Benefits of an SLA plan include:
- SLA Clients will immediately enter the response queue and will be entered into the production schedule as soon as possible
- SLA Clients receive priority over non-SLA clients
- SLA Clients receive a discounted hourly rate (for Plus Plans and above)
- SLA Clients receive regular maintenance on their website
Non-SLA Clients
When you contact [email protected] your issue will be placed in our assessment queue.
Non-SLA support process:
- Upon contacting the help desk, there will be a $175 assessment fee to trouble shoot the issue and provide an estimate to solve the issue.
- The assessment fee must be approved prior to trouble shooting.
- If the issue can be solved during the first hour of trouble shooting, the resolution will be included in the assessment fee.
- If the issue cannot be solved in the first hour, an estimate to solve the issue will be provided via email.
- Work to solve the issue will begin once the estimate is approved.
Basic
Essential
$300/mo
- Uptime Monitoring: Every 1 Hr.
- Core Updates: 2X / Month
- Plugin Updates: 2X / Monthly
- Security Patches: As Needed
- Backups: Daily
- Security Response Time: < 24 hrs
- SLA Response: 48 hrs
- SLA Monthly Reporting
- SLA Emergency Off-Hours Rate: $250/hr
- Sql & PHP Updates: Add’t Cost Apply
- DB Optimization: As Needed
- Offsite Backup: Yes
- SLA Retainer: no
- Auto-Engage: no
- Holistic: no
- DDoS Mitigation Layers: Limited
- Website Hack Guarantee no
- Blacklist Monitoring/Removal: no
- SLA Emergency: no
Plus
Maintenance + Retainer
$475/mo
- Uptime Monitoring: Every 1 Hr.
- Core Updates: 2X / Month
- Plugin Updates: 2X / Monthly
- Security Patches: As Needed
- Backups: Daily
- Security Response Time: < 24 hrs
- SLA Response: 48 hrs
- SLA Monthly Reporting
- SLA Emergency Off-Hours Rate: $250/hr
- Sql & PHP Updates: Addt’l Costs Apply
- DB Optimization: As Needed
- Offsite Backup: Yes
- SLA Retainer: 1 Hour
- Auto-Engage: 2 hrs
- Holistic: no
- DDoS Mitigation Layers: Limited
- Website Hack Guarantee no
- Blacklist Monitoring/Removal: no
- SLA Emergency: no
Pro
Business-Critical
$650/mo
- Uptime Monitoring: 10 Min.
- Core Updates: 2X / Month
- Plugin Updates: 2X / Month
- Security Patches: As Needed
- Backups: Live/Real-Time
- Security Response Time: < 12 hrs
- SLA Response: Same Day
- SLA Monthly Reporting
- SLA Emergency Off-Hours Rate: $175/hr
- Sql & PHP Updates: Addt’l Costs Apply
- DB Optimization: As Needed
- Offsite Backup: Yes
- SLA Retainer: 2 hr.
- Auto-Engage: 1 hr
- Holistic: yes
- DDoS Mitigation Layers: 7
- Website Hack Guarantee: Limited
- Blacklist Monitoring/Removal: Every 24 hrs.
- SLA Emergency: Business hrs
