1. General overview
This document explains how Able Web Services Ltd. works with clients who require web support services. It sets out the practices we follow, intended to provide a high quality, reliable experience for our support clients.
2. Service description
This agreement describes the web support services provided to retained clients — those with whom we hold a monthly support agreement. For clients who engage us on an ad-hoc basis, other levels of service may apply.
2.1 Scope
This agreement applies to websites developed and hosted by Able Web Services Ltd.. If we were not responsible for the build of your website, other service levels may also apply.
Support is provided by the most efficient method available. Logging an issue by email is the recommended approach; assistance is also available by telephone for high priority issues, and in person by scheduled appointment.
2.2 Services
Web support services include:
- Initial consultation — meeting to determine your requirements
- Design and construction — draft pages and site, then collecting, reviewing and implementing your feedback
- Deployment and maintenance — assistance publishing the site and posting new content
- CMS and content migration — moving existing content into the CMS and training your team to maintain it
3. Roles and responsibilities
3.1 Our responsibilities
We provide the infrastructure, technology, personnel, processes and monitoring tools necessary to deliver support as described here, and we agree to meet the response times associated with the priority assigned to your request.
3.2 Your responsibilities
- Use the standard contact methods below to request support
- Review draft designs, page suggestions and support replies in a timely fashion
- Regularly review the page content you are responsible for, and tell us about required updates or new content in good time
3.3 Limitations
We provide support for the usage and placement of text and graphic content on Able Web Services Ltd. client websites only.
4. Requesting service
4.1 Email — recommended
Email info@ablewebservices.com. Your request reaches the whole team, so it is reviewed promptly. Unless marked urgent, email requests are processed in the order received during normal hours.
4.2 Telephone — retained clients, urgent only
Urgent requests may be made by telephone on 0208 108 0406. Messages left outside hours are processed the next business day.
4.3 In person
We think meeting face to face matters, both before and after a site goes live. Email info@ablewebservices.com or your account manager to arrange an appointment.
5. Hours of coverage and escalation
5.1 Hours of coverage
Web content management support is provided Monday to Friday, 8am to 6pm on regular business days.
5.3 Escalation
If you are not satisfied with the level of service on a support request, contact us. We will review your input and respond with the action taken.
5.4 Other requests
Requests outside the scope of this service can be submitted by email and will be referred to the appropriate person.
6. Platform and plugin updates
6.1 Platform updates
For sites we host that are built on a CMS platform, the platform vendor releases updates irregularly — typically between six and ten times a year — which may require us to update your site so it continues to work on our servers. The more functionality a site has, the longer those updates take.
We work reactively on these updates, responding when a critical change is announced or when you report a fault.
We cannot be held responsible for functionality failure caused directly by a platform update. Support work to rectify performance issues caused by such updates is charged at the normal rate.
6.2 Plugin updates
Nearly all the sites we manage use performance plugins. Premium plugins may require a subscription or one-off licence fee. We make every effort to minimise ongoing maintenance costs; where a premium plugin must be updated, any additional cost is agreed with you and passed on.
We cannot be held responsible for functionality failure caused directly by a plugin update. Support work to rectify issues caused by such updates is charged at the normal rate.
7. Maintenance and service changes
7.1 Web content maintenance
Where content publishing goes beyond what your team is comfortable with, we accept requests for content updates and revisions through any of the channels above.
7.2 Web service changes
From time to time the platform or other software used to build and maintain your site may change. We keep our skills current to encompass those changes.
8. Reviewing this agreement
We facilitate regular reviews of this document. Its contents may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties.