Service Level Agreements

Here are the Service Level Agreements for on-going support contracts with Silicon Dales. Together with our Terms of Sale, these represent your contract with Silicon Dales. Please contact us if there is anything you don’t understand.

Contents

  • Monthly Website Technical Maintenance Package
  • Monthly Website Content Management Package
  • Monthly Managed Google Workspace Package

    Monthly Website Technical Maintenance Package – Introduction

    Silicon Dales offers a Monthly Website Technical Maintenance Package, designed to keep your website up-to-date with latest versions of software.

    Many businesses also find it minimises the need for support tickets – everything is proactively kept running in the background with a totally hands-off approach.

    In all cases, email is the preferred method of communication, particularly for urgent issues.

    Monthly Website Technical Maintenance Package – Summary

    The Monthly Website Technical Maintenance Package includes:

    1.1 Software Updates
    1.2 Security Updates
    1.3 48 Hour Issue Fix
    1.4 Email Support
    1.5 Google Webmaster Tools & Google Analytics Management
    1.6 Use of Silicon Dales developer licences
    1.7 Time set aside for your account

    Service Level Agreement (Monthly Website Technical Maintenance Package)

    Silicon Dales will manage the underlying software which runs your website.

    Please don’t press the “update” button – Silicon Dales will schedule a member of staff to do this for you, and to deal with any unexpected issues which arise afterwards.

    1.1 All installed software (CMS, Plugins* & Theme*) will be updated within 5 working days of a new, stable, release. Updates will be managed and any new coding implemented to ensure all updated features work post upgrade. Whilst we make every effort to ensure updates are working correctly, it is the clients’ responsibility to notify Silicon Dales of any unexpected errors.
    1.2 All installed software (CMS, Plugins* & Theme) will be updated within 48 hours of a new security release. Updates will be managed and any new coding implemented to ensure all updated features work post upgrade. Whilst we make every effort to ensure updates are working correctly, it is the clients’ responsibility to notify Silicon Dales of any unexpected errors.
    1.3 Should there be any major problem with the website, such as a security breach, or a major failure, Silicon Dales will fix the issue within 48 business hours of being notified of such errors by the client – up to and including re-installing and rebuilding the website. Where the website is hosted with Silicon Dales, the most recent weekly backup may be used in rebuilding the website. Where websites are hosted elsewhere, backups may not be available.
    1.4 Monthly Website Technical Maintenance Package related queries will be answered by email during business hours. Queries will be answered within 48 hours maximum. Where possible, appropriate actions will be implemented within 5 working days. Where this isn’t possible, an alternative schedule will be discussed.
    1.5 Silicon Dales will ensure your website is accessible to bots, accurately “pinging” the major search engines with a standards compliant XML sitemap for fast and accurate search engine indexing. Analytics will be monitored to ensure the website is working properly.
    1.6 Use of Silicon Dales’ developer license is granted to Technical Maintenance clients where such licensed software has been installed by the Silicon Dales team as part of a website build, redesign or amendment contract. Upon cancellation of the Technical Maintenance Contract, the Silicon Dales team will liaise with the client on whether to remove the relevant licensed software or replace the software with software licensed by the client individually.
    1.7 The standard Monthly Website Technical Maintenance Package provides a maximum of 1 hour per calendar month. Alternative limits can be agreed by separate contract. If this limit is exceeded, you will be billed at our current hourly rate. This will be agreed with you in advance and an estimate will be provided and agreed prior to work commencing.

    *Not including premium plugins / themes unless Silicon Dales is the licence holder or client’s licence is up to date.

    Monthly Website Content Management Package

    Silicon Dales offers a Monthly Website Content Management Package, designed to keep your website efficient, fresh and engaging for users.

    Many businesses also find it minimises delays and the need for training – staff members can simply send an email to Silicon Dales to request an update to the business’ website.

    Under the Monthly Website Content Management Package you can also get automated reports on how your website is performing.

    The Monthly Website Content Management Package includes:

    2.1 Email & Phone Support
    2.2 Text & Image Alterations
    2.3 Google Analytics Management
    2.4 SEO Performance Reports
    2.5 Time set aside for your account

    Service Level Agreement (Monthly Website Content Management Package)

    2.1 Email & Phone Support – Monthly Website Content Management Package related queries will be answered by email or telephone during business hours. Queries will be answered within 48 hours maximum and appropriate instructions actioned within 5 working days. In all cases, email is the preferred method of communication, particularly for urgent issues.
    2.2 Text & Image Alterations – any existing text & images may be altered by emailing a request to Silicon Dales at any time. A time-frame for delivery will be agreed at the time of request. This may be requested no more than 5 times during any monthly period. Additional content requests will be contracted for separately.
    2.3 Google Analytics Management – Analytics will be monitored to give feedback on the popularity and effectiveness of linking strategies, content production and any advertising or promotional efforts via automated reports at clients’ specific request.
    2.4 SEO Performance Reports – get automated reports on how your website is performing.
    2.5 The above work is subject to a maximum of 1 hour per calendar month. If this limit is exceeded, you will be billed at our current hourly rate. This will be agreed with you in advance. An estimate will be provided and agreed prior to work commencing.

    Monthly Managed Google Workspace Package – Introduction

    Silicon Dales offers a Monthly Managed Google Workspace Package, designed to help businesses get the most out of their Google Workspace subscription.

    When help is required with security settings, remote wipe facilities, password re-sets and user privileges, Silicon Dales is ready to assist your organisation.

    In all cases, email is the preferred method of communication, particularly for urgent issues.

    Monthly Managed Google Workspace Package – Summary

    The Monthly Managed Google Workspace Package includes:

    3.1 Google Workspace Subscription (provided via Google)
    3.2 48 Hour Issue Fix
    3.3 Email & Phone Support
    3.4 Tutorials & Learning
    3.5 Time set aside for your account

    Service Level Agreement (Monthly Managed Google Workspace Package)

    3.1 Silicon Dales will maintain your Google Workspace Subscription on your behalf, subject to receipt of cleared funds.

    3.2 In the unlikely event of issues with the functioning of core Google Workspace services, such as a phishing attack (where a password has been intercepted through an insecure wifi connection or similar), Silicon Dales will provide a fix within 48 business hours of being notified of such errors by the client.

    3.3 Monthly Managed Google Workspace Package related queries will be answered by email or telephone during business hours. Urgent queries will be answered within 48 hours maximum. Where possible, appropriate actions will be implemented within 5 working days. Where this isn’t possible, an alternative schedule will be discussed.

    3.4 Common queries relating to unsupported third-party applications such as Outlook or Gmail Labs may be answered in the form of tutorials or links to tutorials by external providers.

    3.5 The standard Monthly Managed Google Workspace Package provides a maximum of 1 minute of support multiplied by the number of accounts in your organisation per calendar month. Alternative limits can be agreed by separate contract. If this limit is exceeded, you will be billed at our current hourly rate. This will be agreed with you in advance and an estimate will be provided and agreed prior to work commencing.

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