service level agreement

We provide the following types & standarts of services

1. General Overview

The purpose of this document is to establish a two-way understanding between the Client and SO Inspired (UK) Ltd regarding the web support services available. The document lays out the practices regarding web support which SO Inspired will follow. These practices are intended to yield a high quality, reliable web experience for eligible customers.

2. Service Description

This Service Level Agreement specifically describes the web support services provided by SO Inspired.

2.1 Scope

This Service Level Agreement applies to the SO Inspired developed and hosted websites.

Web Support is provided by the most efficient method available. Currently, opening a ticket via email is the recommended approach but assistance may also be obtained via telephone and in-person.

2.2 Services

Web support services include:

2.2.1 Initial Consultation
·  Meeting with Client to determine their requirements

2.2.2 Design and Construction
·  Construction of draft pages/site
·  Collection, review, and implementation of customer’s feedback

2.2.3 Deployment and Upkeep
·  Assistance with the posting the pages/site to the appropriate web server(s)
·  Assistance with the posting new content

2.2.4 CMS/Content Migration
·  Moving existing content to CMS
·  Providing training in maintaining site content

2.2.5 Maintenance of WordPress and Plugins
·  SO Inspired shall maintain WordPress and the associated plugin software patches to reasonably upkeep the security and resilience of the website platform to meet industry good practice standards. Installation procedures shall include good practice change and release management practices, that includes proactive communication with the Customer.
·  Check backups of the website database and site files (once a month)
·  Optimise the WordPress database
·  Perform SPAM & revisions cleanup
·  Run regular security and performance scans

3. Roles and Responsibilities

3.1 SO Inspired Support Responsibilities

· Meeting response times associated with the priority assigned to individual service requests.
· Assist with posting content provided by the Client to the appropriate area of the client’s website as agreed.