| Services | Bronze | Silver | Gold | Platinum | |
|---|---|---|---|---|---|
| Monthly Support Hours Included per Month (Business Analyst Support, Application Engineering Support) | 0 | 8 | 20 | 40 | |
| Hosting | Website Hosting | ||||
| 24×7 Server Uptime and Performance Monitoring | |||||
| Security | Advanced Security Monitoring | ||||
| Routine Full-Site Backup | |||||
| Version Controlled Codebase | |||||
| Help Desk/ Customer Portal |
Centralized Customer Portal & Email Issue Logging |
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| Fully integrated with our Developers, Account Managers and Project Managers |
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| Online Strategy | Devoted Account and Project Management Team |
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| Strategic Analysis & Consulting | |||||
| eCommerce, SEO, Online Marketing, Social Media Integration |
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| Dedicated Support | Unlimited Platform Questions | ||||
| Telephone Support | |||||
| Full-Site Review & Reporting | (Yearly) |
(Quarterly) |
(Monthly) |
Support Incidents / Response Time Overview
As part of any level of our Managed Services Plans, ongoing support is included. Here is an outline of the various support categories and what you can expect in terms of response time for a ticket.
| LEVEL 1 | Content Support |
| LEVEL 2 | Strategic Consulting & Training |
| LEVEL 3 | CMS Pages not displaying, submitting contact forms |
| LEVEL 4 | Search returns no results, site performance (site load time significantly decreases) |
| LEVEL 5 | Site outage, business logic interrupted, complete site outage or customers cannot place orders |
| LEVEL 1 | LEVEL 2 | LEVEL 3 | LEVEL 4 | LEVEL 5 | |
|---|---|---|---|---|---|
| New Issue Response Time | 8 hours | 4 hours | 4 hours | 2 hours | 2 hours |
| Issue Update Time | 16 hours | 8 hours | 8 hours | 8 hours | 4 hours |
| Issue Escalation Time (if necessary) |
72 hours | 24 hours | 16 hours | 12 hours | 8 hours |
