SLA - Website Support
This is a Service Level Agreement (SLA) between Plaudit and Client, and is applicable to the service defined in an active SOW that references this page by URL. The services and support this applies to depends on that SOW, and is normally scoped to a specified number of hours for a specific website. Plaudit will use commercially reasonable efforts to meet the timeframes defined below.
Opening a Request
Requests may be made by submitting a ticket, emailing, or calling Plaudit. Opening a ticket by going to support.plaudit.com or by emailing support@plaudit.com is recommended since some timeframes are only applicable once a ticket exists in the ticket system. Please note that, for example, emailing an individual at Plaudit versus opening a ticket may introduce a delay (e.g. the person emailed is in a meeting or on vacation).
Business Hours
Business hours are weekdays from 9am to 5pm CST and exclude Plaudit's company holidays. Business hours apply to all timeframes specified in this document unless stated otherwise.
Time to First Response
The following lists the typical response times you should expect according to the priority of the request. Emergencies only apply to highly critical issues like a website not responding.
| Prioriy | Typical | Goal |
|---|---|---|
| Emergency | 10 mins | < 1 hour < 2 hours when outside of business hours |
| High | 30 mins | < 2 hours |
| Medium | 15 - 45 mins | < 4 hours |
| Low | 1 hour | < 8 hours |
Task Timeframes
The table below lists types of requests Plaudit commonly receives, along with our goal for each. Timeframes below are in reference to when Plaudit has received all of the information it requires, including approval to proceed. Timeframes below are provided as examples for the typical tasks Plaudit receives within each category. Timeframes can vary. Resources/skills needed, task complexity, and other factors may affect time needed on a request.
“CMS” below refers to the website’s Content Management System (CMS).
| Type | Goal |
|---|---|
CMS how-to question |
Typically within 1 - 3 hours. Goal is within 1 business day |
CMS trainings |
Hold Zoom based training within 3 to 7 business days |
Emergencies |
Start investigating immediately upon learning of a situation |
Work requests |
(Format of the following: Size of task; Time to completion or client review, once approved to proceed) Less-than 3 hours: Within 1 to 2 business days Greater-than 3 hours: Within 2 to 7 business days Greater-than 6 hours, or changes that require project planning or design resources, are typically scheduled to begin the following week. |
Install a newly requested CMS plugin |
Within 1 to 3 business days Popular plugins that do not require Plaudit to configure are typically installed within one business day. Plugins purchased by Client, or ones requiring more configuration, can take more than three days to complete. |
Additional Timeframes
Each row in the following table is applicable if the line item that references this webpage explicitlyincludes the item in the first column.
| Line Item References | Goal |
|---|---|
Wordfence Alerts |
Plaudit will address the following Wordfence alerts:
|
AWS Region Outage |
In the event of an AWS region outage, Plaudit will move the website to a new AWS region within four hours, without being restricted to business hours. |
Plaudit reviews and makes updates to this document as needed.