1. General Overview
The purpose of this document is to establish a two-way understanding between the Customer and 2BizChicks, LLC Support Team regarding the web support services available. The document lays out the practices regarding web support which 2BizChicks 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 2BizChicks.
This Service Level Agreement applies to the 2BizChicks 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 support ticket escalation for high severity issues, telephone and in-person via your Account Manager or 2BizChicks Executive Staff by means of a scheduled appointment.
Web support services include:
2.2.1 Initial Consultation
2.2.2 Design and Construction
2.2.3 Deployment and Upkeep
2.2.4 CMS/Content Migration
3. Roles and Responsibilities
3.1 2BizChicks Support Responsibilities
2BizChicks Support will provide the infrastructure, technology, personnel, processes, and monitoring tools necessary to deliver web support as described in this document, and 2BizChicks Support to:
3.2 Customer Responsibilities
Customer responsibilities in support of this Agreement include:
3.3 Support Limitations
The 2BizChicks Support team provides support for the usage of and placement of graphic content for 2BizChicks Customer websites. 2BizChicks’ Data Center also provides support for data center-owned or leased hardware and for web-hosting software applications including but not limited to WHM/Cpanel. When applicable, 2BizChicks may obtain assistance from Data Center Support Services on your behalf by initiating a Support support ticket.
4. Requesting Service
4.1 Web Support Requests
2BizChicks offers four methods to submit web support requests.
5. Hours of Coverage, Response Times and Complaint Resolution
5.1 Hours of Coverage
Web content management support is provided by the 2BizChicks Support Monday through Friday, 9 am to 4 pm Central Standard Time, on regular business days.
5.2 Response Times
2BizChicks Support will use the following guidelines to prioritize web support requests, with the goal of beginning to work on the problem within the target timeframe. Actual response times may be shorter or longer, depending on the volume of requests being handled at any one time.
Any Customer not satisfied with the level of service related to a web support request should contact their account manager or the 2BizChicks Executive Team, who will review your input and respond to you with the action taken.
5.4 Other Requests
Requests not covered in the scope of this service can be submitted through email support[at]2bizchicks.com and will be referred on to the appropriate individual(s).
6. Maintenance and Service Changes
6.1 Web Content Maintenance
When content publishing exceeds the knowledge of the client the 2BizChicks Support Team will accept requests for web content updates and revisions through any of the following channels listed under Requesting Service.
6.2 Web Service Changes
From time to time, the platform or other software used in the construction and maintenance of websites for which the 2BizChicks Support Team has responsibility may change. The team’s skills will stay up-to-date to encompass these changes.
7. Reviewing and Reporting
7.1 Performance Reporting
Upon request the following annual performance and availability reports will be published for review:
7.2 SLA Reviews
The 2BizChicks Executive Team (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties.
This Agreement is posted to the following location and made accessible to all stakeholders:
The Account Manager, 2BizChicks Support Senior Managers and Executive Management approve this document. This document is then published on the 2BizChicks Support website, along with other service level agreements.