Service Level Agreement

Not Web Design offers a standard Service Level Agreement (SLA) for all clients as well as expanded offers for clients requiring faster response times and priority support.

If you are interested in signing up for one of our SLA’s then please contact us.


Standard Package Free for all clients

Time of contact Response time Implementation
(Non-urgent issues)
Implementation
(Urgent issues)
Implementation
(Large issues)
Working Hours 4 working hours 2 working days 1 working days Start within 2 working days
Outside Working Hours No coverage No coverage No coverage No coverage

Professional Package €60/month per project

Time of contact Response time Implementation
(Non-urgent issues)
Implementation
(Urgent issues)
Implementation
(Large issues)
Working Hours 2 working hours Next working day 6 working hours Start within 2 working days
Outside Working Hours 12 Hours No coverage 36 Hours No coverage

Corporate Package €120/month per project

Time of contact Response time Implementation
(Non-urgent issues)
Implementation
(Urgent issues)
Implementation
(Large issues)
Working Hours 2 working hours Next working day 4 working hours Star next working day
Outside Working Hours 4 hours (daytime) 48 Hours 12 Hours No coverage

Definitions

Issues
Issues are the tasks that Not Web Design will work on for the client. Issues are divided by size (small/large) and priority (urgent/non-urgent) and are treated according to those two factors.

  • Issue size
    • Small (2 hours or less)
    • Large (more than 2 hours)
  • Issue priority
    • Urgent (An issue that prevents the main operating function of the service)
    • Non-urgent (An issue that affects the service but it not crucial for operating the service)

Client
The company or person covered and serviced by this SLA

Services
The services covered by the SLA as described in the agreement.

  • Web site functionality (should be described)
  • Web site hosting
  • Email server

Working days/hours
Monday - Friday (09:00 - 17:45)

  • Central European Time
  • Not including holidays

Daytime
08:00 - 24:00 (Central European Time)





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