Service Level Agreement

Overview

Our service level agreement (SLA) explains the standard level of service customers can come to expect from V8Media for our Support customers and our Hosting customers.

V8Media’s SLA covers both critical enquiries and non-critical enquiries. Please see the definition of each of these below to ascertain which category an issue falls under.

Critical & Non-Critical Enquiries

Critical enquiries are of a higher priority than non-critical enquiries and cover issues such as an unresponsive website, a server being down or a loss of emails.

Non-critical enquiries cover any other issues that a client raises that does not fall under the critical label. These will be scheduled in with based on order of priority.

Please see our service availability for critical and non-critical issues below:

  • Telephone support: 9 AM – 4.30 PM (Monday – Friday)
  • Email support: 9 AM – 4.30 PM (Monday – Friday)

Response Times for Support Customers

These are the response times for V8Media customers who have a support agreement in place:

Critical enquiries

  • We aim to respond to critical issues within 2 working hours and investigate these issues within 4 working hours.
  • Please note any critical support enquiries requested outside of working hours, will be responded to within 2 hours of the next working day.

Non-Critical enquiries

  • All non-critical issues will be scheduled in at the beginning of the working week. However for our marketing & support customers V8Media will aim to complete any non-critical issues within the same working week or at the start of the following week at the latest.
Issue Action by Client Action by V8Media Response Times
Website or email down Our websites and email services are monitored but occasionally issues occur that bypass monitoring. Please either call the office on 01432 268175 or email support@v8media.co.uk. If outside of office hours, please email. We will fix all issues or liaise with the main hosting provider and provide ad hoc updates to all customers. Immediate – highest priority
Website is down but hosting is functioning as normal Please call us on 01432 268175 or email support@v8media.co.uk We will investigate the issue then place this into support   24 hours to investigate and max of one week to fix but likely to be within 1-2 days. This will be same day if the website is down. The time will come out of your support hours
Website is broken in parts but still live

Please call us on 01432 268175 or email support@v8media.co.uk

If you can, please email screen shots of the issue

We will investigate the issue initially and then confirm the problem and provide an estimated time to repair.

If non-urgent, this will be scheduled into support which can take up to a week to turn around
It will take up to 24 hours to investigate and a maximum of one week to fix but is likely to be fixed within 1-2 days. This will be same day if the website down. The time will come out of your support hours
Updates required to website or new email address required Please contact your account manager Your account manager will confirm what is possible and will confirm the estimated time to complete   Once you have agreed and are happy to proceed updates will be scheduled in support and will be complete within a week.  The time will come out of your support hours unless it’s a large update in which case, we will agree a fixed cost but you will still receive priority status as a support customer

 

Response Times for Hosting Customers

These are the response times for websites where V8Media provide a hosting service but there is no support contract agreement in place:

Critical enquiries

  • We aim to respond to critical issues within 2 working hours and investigate these issues within 4 working hours.
  • Please note any critical support enquiries requested outside of working hours, will be responded to within 2 hours of the next working day.

Non-Critical enquiries

  • All non-critical issues are not supported under a hosting contract and will be referred to an account manager to be invoiced and scheduled.
  • Alternatively, to find out about our more responsive support services and to upgrade to a support contract which includes maintenance, updates and content management of your website, call our team on 01432 268175 or email support@v8media.co.uk to learn more.
Issue Action by Client Action by V8Media Response Times
Website or email down Our websites and email services are monitored but occasionally issues occur that bypass monitoring. Please either call the office on 01432 268175 or email support@v8media.co.uk. If outside of office hours please email.  We will fix all issues or liaise with main hosting provider and provide ad hoc updates to all customers. Immediate – highest priority
Website is down but hosting is functioning as normal Please call us on 01432 268175 or email info@v8media.co.uk
We will investigate the issue initially and then confirm problem and the estimated time and cost to repair 24 hours to investigate but a fix will need to be scheduled in once an agreement is in place for payment terms.
Website is broken in parts but still live

Please call us on 01432 268175 or email  info @v8media.co.uk

If you can please email screen shots of the issue

We will investigate the issue initially and then confirm problem and Est time/cost to repair

If not urgent this will be scheduled into support which can take up to a week to turn around

If urgent - 24 hours but a fix will need to be scheduled in. If the site is down, we will prioritise it and try to fix the website on the same day

If non-urgent, this will be scheduled into support which can take up to a week to turn around
Updates required to website or new email address required Please email claire@v8media.co.uk or call Claire on 01432 268175 Claire will provide a quote for any new services or explain the options available to you We aim to respond to all calls and emails within 24 hours and will confirm when information will be sent to you at this point

 

 We hope this clarifies our response times and how our processes work. However if you have any questions regarding the above, please contact Claire or your account manager.

See here for our full Service Level Agreement for Support.