SUPPORT
After sales service is important to us. We provide a Software Maintenance & Service Level Agreement (SLA) to our clients once their website goes live. The SLA offers the following:
Software Upgrades
One of the great benefits of having an SLA in place is the provision of free minor and major upgrades for your platform. This is of key importance to you given the numerous upgrades released by WordPress every year.
The client will be eligible for all software upgrades including:
- Major upgrades (introducing important new features, performance improvements, and optimisations)
- Minor upgrades (issue resolutions and improvements, maintaining backward compatibility with previous versions)
Support
Qobo will provide support to the client via the following channels:
- Manned telephone support
- Monitored email support
- Remote assistance using Remote Desktop and a Virtual Private Network where available
- Planned or Emergency Onsite assistance (extra costs apply)
- Monthly system health check
Service Response & Resolution Times
Qobo will accept issues or problems (in the form of incident tickets) whereby any possible issues will be resolved based on severity. The Qobo Standard SLA provides the following response and resolution times to issues or problems:
Priority Level
Response Time
Target Resolution Time
Priority Level
Response Time
Target Resolution Time
Priority Level
Critical
Response Time
1 hour
Target Resolution Time
24 hours
Critical
1 hour
24 hours
Priority Level
High
Response Time
2 hour
Target Resolution Time
48 hours
High
2 hour
48 hours
Priority Level
Medium
Response Time
4 hour
Target Resolution Time
One week
Medium
4 hour
One week
Priority Level
Low
Response Time
24 hours
Target Resolution Time
Next release
Low
24 hours
Next release
The definition for each priority level is as follows:
- Critical – Complete loss of all service of the system and the situation is an emergency
- High – Severe loss of service of the system but operation can continue in a restricted fashion
- Medium – A minor loss of service of the system where the impact is an inconvenience
- Low – No loss of service of the system (a minor error, incorrect behaviour, or an error in documentation)
General
- Standard technical support is available Monday to Friday (except public holidays) between the hours of 09:00 – 18:00. Issues received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call.
- We also provide Silver and Gold Support for extended hours and faster resolution times
- All hosting requirements are maintained by Qobo including backup, configuration, DNS management and general system administration.
