Care and Support Plans Service Level Agreements

Response Times

Brisbane Web Design Agency will use the following guidelines to prioritise web support requests, with the goal of beginning to work on the problem within the target time frame. Actual response times may be shorter or longer, depending on the volume of requests being handled at any one time.

Severity LevelDefinitionTarget Response TimesTarget Resolution
1. HighPerformance or technical issue
Example: The website has an issue with its performance or other technical issue.
Within 1 Business HourWithin 1 Business Day
2. MediumAdding Site Functionality, General Content Changes
Example: Client needs assistance updating content on their website or needs assistance creating a new form or product on their website
Within 1 Business DayWithin 2 Business days
Depending on the complexity of the requested functionality, a meeting to discuss the project and timelines may be necessary. This will be scheduled within 3 business days.
3. LowMinor changes
Example: Client has some new or replacement images they want loaded on their website
Within 3 Business DaysWithin 5 Business days
4. OtherProject-related Discussions
Example: Client knows what they want to achieve on their website but unsure how to meet the desired outcome
Within 1 Business DayMeeting will be scheduled to determines project timeline within 3 business days

Escalation

Any Client not satisfied with the level of service related to a web support request should contact the CEO, who will review your input and respond to you with the action taken.


Other Requests
Requests not covered in the scope of this service can be submitted through email and will be referred on to the appropriate individual(s).


Hours of Coverage
Web content management support is provided by the Brisbane Web Design Agency team Monday through Friday, 8 am to 5 pm Australian Eastern Standard Time, on regular business days. Out of hours support is available via phone or email ticket, and is billed at $99 per hour.

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