Service Level Agreement for website support

 
 

This SLA outlines the support services and response times of the wave web team when you have a problem with your website and are signed up to a wave care plan. Please read it in conjunction with the SLA provided by your hosting company.

Contacting us

You can contact the web team by phone on 01424 235000 or by emailing support@wave.coop. Felix Lozano is the main point of contact for the web team.

During working hours

You can report a problem to the web team by phone or email during office hours. Our business hours are 9.30am to 5.30pm (GMT) Monday to Friday, excluding public holidays.

Out of working hours

If you are experiencing a serious problem out of working hours you can report the issue by emailing support@wave.coop. This email is monitored out of hours, but not through the night.

If your site develops a serious fault out of working hours and we are not available to respond, you can contact your hosting company directly to request that they restart your server.

Responsibilities

This section outlines the respective responsibilities under this agreement, so that we can provide a clear resolution process.

Our responsibilities

  • Attempt to resolve problems over the phone on the first call wherever possible
  • Document the nature of the problem and confirm the category and likely speed of resolution with you.
  • Communicate on your behalf with other suppliers where necessary – this includes your hosting company.
  • Keep you notified of the progress we are making and the likely time/date that the issue will be resolved.

 

Your responsibilities

  • Ensure that site users do not contact us directly to report or discuss problems.
  • Provide necessary documentation and information where applicable.
  • Ensure we have access to any of your stakeholders who may be needed to help with the issue resolution.

Resolution process

When we are notified, problems are assigned to one of the three categories listed below, based on their severity. The category may be changed after initial investigation.

Category 1 – Total site failure

These problems are as follows:

  • Issues that render the site as a whole or any vital function unusable
  • Actions that severely compromise the security of the site or data held within it
  • Once we’ve received notification, we respond as follows:
  • We begin investigation and work within 15 minutes (except out of hours)
  • We contact the hosting supplier if required

Category 2 – Partial site failure

These problems are as follows:

  • Issues that limit the functionality of the site to a degree where a user is not able to use the site to its fullest extent
  • Issues that compromise the user experience regularly
  • Data held or logged by the webserver is corrupt

Once we’ve received notification, we respond as follows:

  • We begin investigating the issue within 1 hour (except out of hours)
  • We begin work within 4 working hours

Category 3 – Performance issues, minor issues and troubleshooting

These problems are as follows:

  • Issues causing the site constantly to function slowly, but correctly
  • Minor faults where the whole website works well but parts are not functioning correctly, but this does not affect the overall impact of the site
  • Internal or external 404 (page missing) errors

Once we’ve received notification, we respond as follows:

  • We endeavour to begin investigating the issue within 1 working day
  • We endeavour to begin work within 4 working days

While the issue resolution is underway, we also check the status of security and plugin updates that are available and make recommendations on updates if required.

If you have entered into a support and maintenance agreement with wave prior to a problem being reported, any support hours worked will be deducted from your annual allowance. We will send you a monthly statement itemising the support and maintenance work undertaken and the hours remaining in your allowance.

If you have not entered into a support and maintenance agreement with wave all work is charged at the studio rate of £80/hour and invoiced monthly with an itemisation of the work completed.

We do not charge for telephone support.