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Website Maintenance & Updates: Service Level Agreement

Service Levels:

Subject to the terms and conditions of the agreement between Client and SeeThrough Web (“STW”), STW shall (unless otherwise stated) use reasonable endeavors to meet the following service levels in the provision of the Services.

 

Support Hours:

Website Maintenance & Updates Requests

Office available by telephone or email Monday - Friday from 9:00 am - 5:00 pm, excluding federal and provincial holidays.

Web Hosting Support Requests

Helpdesk available by telephone, email, or live chat 24 x 7

 

Response and Resolution Times:

Website Maintenance and Update Requests

2 hour response time for all requests.  Small updates (less than 2 hours) completed within 2 business days, same day when possible.  Timelines communicated for larger requests.

Web Hosting Support Requests

Telephone and Live chat response as requests are received.  Email response time target of less than 3 hours.

 

Maintenance agreements include:

  1. Edit, revise, update or create new textual/minor graphical content.
  2. Consultation, and guidance on the use of the web site.
  3. Protection against hackers from gaining access to your site. 
  4. Regular and thorough backups of your site so that it may be fully restored in case of loss.
  5. Monitoring your website functionality to ensure that everything is working as it should and upgrade where necessary. Some plugins may become outdated and no longer work with the newest version of your website software. Plugins may need upgrading to accommodate the newer version, or become obsolete with the improvements in the website software.
  6. Liaising with third party hosting company(s) where necessary to resolve any issue that may arise expediently. 

 

Hourly Rate:

Additional hours required over and above the established agreement are billed at a rate of $125/hr, in 15 minute increments.