Service Level Agreement

Our Standard Web Support & Maintenance SLA

Standard Web Support Service Level Agreement

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

2.2.2 Design and Construction

2.2.3 Deployment and Upkeep

2.2.4 CMS/Content Migration

2.2.5 Maintenance of WordPress and Plugins

3. Roles and Responsibilities

3.1 SO Inspired Support Responsibilities

SO Inspired will provide the infrastructure, technology, personnel, processes, and monitoring tools necessary to deliver web support as described in this document to:

3.2 Client Responsibilities

Client responsibilities in support of this Agreement include:

3.3 Support Limitations

SO Inspired provides support and ongoing maintenance for the usage of and placement of text and graphic content for SO Inspired Client websites. When applicable, SO Inspired may obtain assistance from the Client’s web hosting provider on their behalf by initiating a support ticket.

4. Requesting Service

4.1 Web Support Requests

SO Inspired offers 2 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 SO Inspired Monday to Friday, 9 am to 5 pm, on regular business days.

5.2 Response Times

SO Inspired will use the following guidelines to prioritise 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.

response times

5.3 Other Requests

Requests not covered in the scope of this service can be submitted through email support[at]

6. Maintenance and Service Changes

6.1 Web Content Maintenance

When content publishing exceeds the knowledge of the Client, SO Inspired 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 SO Inspired has responsibility may change. Our skills will stay up-to-date to encompass these changes.

7. Reviewing and Reporting

7.1 Performance Reporting

Upon request the following monthly performance and availability reports will be published for review:

7.2 SLA Reviews

SO Inspired (“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:

Standard Web Support Service Level Agreement