SLA POLICY

WEB MAINTENANCE PRE-PAID SERVICE LEVEL AGREEMENT

1. OVERVIEW

This Agreement outlines a Service Level Agreement (“SLA” or “Agreement”) between New Leaf Innovations (“New Leaf”) and its customers (“Client”) for the provisioning of Web Development & Maintenance services required to support and sustain its Clients websites. This Agreement remains valid until amended or superseded by a revised written agreement signed by the New Leaf and Client. This Agreement outlines the parameters of all Web Development & Maintenance services covered as they are mutually understood by New Leaf and its Client. This Agreement does not supersede current processes and procedures unless explicitly stated herein. New Leaf offers various discounted rates for its services via Pre-Paid / Retainer packages. The following are the discounted rates for the Retainer packages unless otherwise agreed upon, in writing:

Frontend Development & Design:

  • Standard rate – $145/hr

Backend Development & App Design:

  • Standard rate – $185/hr

New Leaf offers 3 SLA policies for its Pre-Paid / Retainer packages that are purchased by its Clients. The following are the standard rates for the policies unless otherwise agreed upon in writing:

  • Standard Support Policy – Included in all retainer packages over 10 hours.
  • Express Support Policy – Clients may upgrade to this policy for $10.00 more per hour.
  • Premium Support Policy – Clients may upgrade to this policy for $20.00 more per hour.

This Agreement is supplemental to any Retainer invoices that the Client has paid for. This Agreement simply outlines and serves as a reference to the level of service that New Leaf will provide its Client when they purchase a Pre-Paid Retainer package. Each invoice will reference the actual hourly rate (see above) and service requests policy (outlined in section 5 of this Agreement) that the Client has paid for.

2. GOALS & OBJECTIVES

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent Web Development & Maintenance service support and delivery to the Client by New Leaf. The goal of this Agreement is to obtain mutual agreement for Web Development & Maintenance service provision between the New Leaf and its Client. The objectives of this Agreement are to:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  • Present a clear, concise and measurable description of service provision to the Client.
  • Match perceptions of expected service provision with actual service support & delivery.
3. PRE-PAID / RETAINER PACKAGE CONTRACT

This Agreement is valid during the month of purchase of retainer work from New Leaf by its Clientoutlined herein and is valid until further notice. The Client is not bound by any contract to renew and may choose not to renew their package at any time. If a Client does not renew their current Retainer plan within 5 business days, then any previously mutually agreed upon rate may be subject to change.

4. SERVICE AGREEMENT

The following detailed service parameters are the responsibility of New Leaf and its Client in the ongoing support of this Agreement.

4.1. SERVICE SCOPE

The following Services are covered by this Agreement:

  • Manned telephone support
  • Monitored email support
  • Internet live chat support
  • Planned or Emergency Onsite Assistance (extra costs may apply)
  • Monthly monitoring of host server
4.2. CLIENT REQUIREMENTS

Client responsibilities and/or requirements in support of this Agreement include:

  • Payment for all support costs at the agreed interval. Client must reload hours as agreed upon each time they deplete.
  • Reasonable availability of Client representative(s) when resolving a service related incident or request.
4.3. SERVICE PROVIDER REQUIREMENTS

New Leaf responsibilities and/or requirements in support of this Agreement include:

  • Meeting response times associated with service related incidents.
  • Appropriate notification to Client for all scheduled maintenance.
4.4. SERVICE ASSUMPTIONS

Assumptions related to in-scope services and/or components include:

  • Changes to services will be communicated and documented to all parties.
5. SERVICE MANAGEMENT

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

5.1. SERVICE AVAILABILITY

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

  • Telephone support: 9:00 A.M. to 5:00 P.M. (Pacific Time) Monday – Friday
    • Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service.
  • Email support: Monitored 9:00 A.M. to 9:00 P.M. (Pacific Time) Monday – Friday
    • Emails received outside of email hours will be collected, however no action can be guaranteed until the next working day.
    • Onsite assistance guaranteed within 72 hours during the business week.
    • Urgent (emergency) support provided via phone and e-mail 24/7 is only guaranteed in regards to hosting services.
5.2. SERVICE REQUESTS POLICY – STANDARD SUPPORT PACKAGE

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

  • 0-4 hours (during business hours) for issues classified as Urgent priority.
  • 0-8 hours (during business hours) for issues classified as High priority.
  • Within 12 hours (during business hours) for issues classified as Medium priority.
  • Within 1 working days for issues classified as Low priority.

In support of services outlined in this Agreement, the Service Provider will to the best of its ability strive to meet the following Resolution Times:

  • 0-12 hours (during business hours) for issues classified as Urgent priority.
  • 0-24 hours (during business hours) for issues classified as High priority.
  • Within 36 hours (during business hours) for issues classified as Medium priority.
  • Within 3 working days for issues classified as Low priority.

Onsite assistance can be scheduled at no additional cost but must be scheduled around the Service Provider’s availability.

5.3. SERVICE REQUESTS POLICY – EXPRESS SUPPORT PACKAGE

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

  • 0-4 hours (calendar hours) for issues classified as Urgent priority.
  • 0-6 hours (during business hours) for issues classified as High priority.
  • Within 8 hours (during business hours) for issues classified as Medium priority.
  • Within 12 hours (during business hours) for issues classified as Low priority.

In support of services outlined in this Agreement, the Service Provider will to the best of its ability strive to meet the following Resolution Times:

  • 0-12 hours (calendar hours) for issues classified as Urgent priority.
  • 0-12 hours (during business hours) for issues classified as High priority.
  • Within 1 working day for issues classified as Medium priority.
  • Within 2 working days for issues classified as Low priority.

Onsite assistance can be scheduled at no additional cost but must be scheduled around the Service Providers availability.

5.4. SERVICE REQUESTS POLICY – PREMIUM SUPPORT PACKAGE

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

  • 0-4 hours (calendar hours) for issues classified as Urgent priority.
  • 0-4 hours (during business hours) for issues classified as High priority.
  • Within 6 hours (during business hours) for issues classified as Medium priority.
  • Within 8 hours (during business hours) for issues classified as Low priority.

In support of services outlined in this Agreement, the Service Provider will to the best of its ability strive to meet the following Resolution Times:

  • 0-8 hours (calendar hours) for issues classified as Urgent priority.
  • 0-8 hours (during business hours) for issues classified as High priority.
  • Within 12 hours (during business hours) for issues classified as Medium priority.
  • Within 1 working day for issues classified as Low priority.

Onsite assistance can be scheduled at no additional cost but must be scheduled around the Service Providers availability.

VERSION NOTES:

This Agreement was last updated on: September 10th, 2014