EB Pearls Maintenance Service Level Agreement

EB Pearls Maintenance Service Level Agreement

You agree to be bound by and accept this agreement as applicable to your purchase of service(s) from www.ebpearls.com.au. These terms and conditions are subject to change with prior 60 days written notice at any time, in EB Pearls Pty Ltd sole discretion.

Once a payment has been secured by our sales department for a support, training or discovery request for a problem you’re inquiring about, your project will be put in the EB Pearls work queue and responded to within 2-5 business days. Work will commence on your project based on Priority of issue.

Please note that ticket ‘response times’ are based on the service level agreement (SLA) response times below.

Response Times | Website Maintenance:
Emergency Support**: SLA response time = 1-8 business hours,weekend support included.
SLA response time = 6-12 business hours,no weekend support. Phone support, average issue resolution 3-5 days, average task resolution will depend on the project plan.

MORE on Response Times:
We’ll respond to general requests within your SLA response time with our estimated hours for completion. For new projects, we’ll contact you within your SLA response time to schedule an appointment so we can determine your requirements and provide an estimate for your project. Support requests will be placed within the EB Pearls work queue based on the SLA response times you’ve purchased.

Non Maintenance Response Time
If you need additional work done outside of the hours of a website maintenance plan, you can still submit service requests by emailing us at [email protected] At that time your support request will be flagged as a ‘Non Maintenance No Support Request’ and your allocated account manager will communicate the extra hours required for the work. Most non-maintenance support tickets requests are reviewed within 2-5 business days.

MORE on Emergency Support:

Before initiating an emergency, please be aware emergency support requires our staff to respond after hours and postpone existing projects to focus 100% on the emergency situation. Except for EB Pearls hosting outages, initiating emergency support is billed by the hour regardless of fault. Once emergency support is initiated all hours are billed, unless you re-schedule support for a later date.

MORE on Phone Support:
For questions, contact us here or call 02 8880 7857.

Website maintenance can be used for:
Hosting:

Backing up files and databases
Restoring files and database backups
Managing the files and databases on the server (includes freeing up space, deleting old databases, etc.)
Managing domain settings (if registrar credentials are provided)
Fixing any bugs related to website
Configuring a separate development environment (if desired)

If, Ecommerce Integration:

Adjusting mappings
Troubleshooting integration issues
Additional integration training
If, Magento:

Installing modules
Installing additional themes
Adjusting any Magento or module configuration
Applying Magento update packages
Updating or adding site content (static pages, product information, company information, personal information, uploading banner images, language variables, etc.)
All troubleshooting and bug investigation
Fixing any bugs related to EB Pearls modules found after the 30 day guarantee
Fixing any bugs related to EB Pearls custom development found after the 30 day guarantee
Prevention and/or removal of malware and other security threats
Fixing any bugs related to hosting upgrades
Additional Magento or EB Pearls module training
Any stylesheet changes
If, Drupal:

Installing modules
Installing additional themes
Adjusting any Drupal or module configuration
Applying minor version updates
Creating additional custom content types
Creating additional custom views
Updating or adding site content (static pages, product information, company information, personal information, uploading banner images, language variables, etc.)
All troubleshooting and bug investigation. Includes module conflicts and other issues
Fixing any bugs related to EB Pearls modules found after the 30 day guarantee
Fixing any bugs related to EB Pearls custom development found after the 30 day guarantee
Prevention and/or removal of malware and other security threats
Fixing any bugs related to hosting upgrades
Additional Drupal or EB Pearls module training
Any stylesheet changes

If, WordPress:

Installing plugins
Installing additional themes
Adjusting any WordPress or plugin configuration
Applying version updates
Updating or adding site content (static pages, product information, company information, personal information, uploading banner images, language variables, etc.)
All troubleshooting and bug investigation
Fixing any bugs related to EB Pearls modules found after the 30 day guarantee. Includes module conflicts and other issues
Fixing any bugs related to EB Pearls custom development found after the 30 day guarantee
Prevention and/or removal of malware and other security threats
Fixing any bugs related to hosting upgrades
Additional WordPress or EB Pearls module training
Any stylesheet changes
Or any other task related with the website within the scope of web design and development within the expertise of EB pearls staffs
If, Design:

Adding new content (text, images, banners)
Text and image enhancements
Promotional updates
News, offers, and special announcements
Seasonal content updates
Working with a design expert on seasonal font and color changes
Creating promotions, coupons or discounts
Linking social media to your store
Adding new pages to your website
Website maintenance cannot be used for:
Projects that require additional time not covered by the hours in your monthly maintenance plan.For example, if you have a project that is estimated to take six hours and you only have two hours left in your website maintenance plan, you can only use two hours. If you wish to move forward with the project, the remaining four hours will be invoiced separately at your discounted rate.
You cannot spread out a project over multiple months in order to use your website maintenance plan’s hours for a large project. Spreading out projects to be completed in multiple sessions causes inefficiencies and ends up taking our staff longer to complete then originally estimated.

MORE on monthly plans
Customers have the ability to increase the monthly hours in their website maintenance plan based on what we determine to be your average hours per/month.

Your maintenance plan’s hours can be accumulated in the future months. If you have an existing project that exceeds the hours in your website maintenance plan you have the option of paying the difference based on your rate.

Support Center
Please be aware that by posting a request in our support center, you’ll be initiating the use of your website maintenance plan’s hours. If your website maintenance plan’s hours have been exhausted for the month, then you’ll be billed at an hourly rate, based on your current website maintenance plan. Only support requests related to rare server outages or basic sales inquiries will be exempt from this rule.

Support hours used for the month:
Please contact our staff if you would like to know how many support hours you’ve used for a month.

Customer’s Responsibilities
Customer is responsible for (i) RMS hardware, (ii) internal operating systems, (iii) internal network setup, (iv) internal network maintenance and (v) setup and use of any internal file access control systems.
Customer is responsible for ensuring that its personnel have sufficient training to attain and maintain competence in the operation of the Products.
Customer is responsible for ensuring that all support requests are posted in a support ticket in EB Pearls’s support center. Our staff will only post tickets when absolutely necessary when our customers are unable.
Renewal
Website maintenance plans will automatically renew without notice at the updated current rate and subject to the updated current terms unless the customer notifies EB Pearls in writing thirty (30) days in advance to continue a new maintenance contract.

Early Cancellation and Penalties
All Service Cancellations require a 1 month notice before the start of upcoming quarter. If you cancel or downgrade your website maintenance plan after 1 month notice period, you will be billed for remaining period of the upcoming quarter.