Agreement Overview
Goals & Objectives
Service Overview & Definitions
Service Availability & Resolution
Charging
Contacts
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Factory Pattern (Provider) and (Client) for the provisioning of web development services required to support and sustain the product or service.
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent web development service support and delivery to the Customer(s) by the Service Provider.
The goal of this Agreement is to obtain mutual agreement for web development service provision between the Service Provider and Customer.
The objectives of this document are to:
Provide clear reference to service ownership, accountability, roles and/or responsibilities.
Present a clear, concise and measurable description of service provision to the customer.
Match perceptions of expected service provision with actual service support & delivery
The following services are covered by this Agreement;
Issue management - Fixes to any website errors
Feature management - Any enhancements to the original/existing product.
Priority status will be allocated to every item of work. See below the priority statuses and examples to help you understand how we define them.
Urgent: Website down / or vital functionality preventing users from using important part/parts of your website, such as the checkout
High: Visual errors that can be seen by users, but don't affect the website's functioning
Normal: Updating content such as images, videos or text on your website
The service availability for Issue Management is as follows:
Telephone and email support will be provided during office hours between 8:45 A.M. to 5:30 P.M. Monday – Friday.
When contacting us outside of office hours, please contact us using the details under ‘Contacts’.
In support of the services outlined above, the Provider will respond via phone or email to service-related issues submitted by the Customer within the following time frames:
Within 2 hours for cases classified as Urgent priority.
Within 48 hours for issues classified as High priority.
Within 72 hours for issues classified as Normal priority.
Once a submitted issue has been resolved, a confirmation email will be sent to the customer.
The service availability for Feature Management as follows:
Any enhancements to the original/existing product will need to be costed and agreed upon before the commencement of work.
Our retainer plans are agreements between the client and provider for a set rate and period of time. The provider works with the client to scope out what work will likely need to be completed, agree upon a monthly allotment of hours, and then work collaboratively to meet their website needs and goals. Priority is given to clients on a retainer plan.
All incoming requested work will be assigned a priority status decided on by the client and the provider. Scheduled work will be completed within the current month if the request is submitted within the first 2 weeks of the month and if the dedicated retainer hours are available.
If an issue request falls outside of used retainer hours, a one-off cost will be provided or a discussion to move the request to the next month's allocated retainer time.
Duration and Tracking: Meetings that are essential to the project are included within the retainer hours. However, any single meeting lasting longer than 30 minutes will be considered part of the billable project hours. Time spent on meetings beyond the initial 30 minutes will be logged and deducted from the monthly retainer hours.
Purpose of Policy: This policy is in place to ensure efficient use of time and resources, encouraging concise and focused meetings.
To provide our clients with greater flexibility, any unused hours from your monthly retainer can now be rolled over to the following month.
Limitation on Rollover: Rollover hours are limited to a maximum of 4 hours per month. These hours can be utilized in the month immediately following the one in which they were accrued.
Expiry of Rollover Hours: Rollover hours are only valid for the subsequent month after they are accrued. If not used within this period, they will expire and cannot be further extended or transferred to subsequent months.
Communication: Clients will be informed of their unused hours at the end of each retainer period and will be reminded of any rollover hours at the start of the next period.
Monthly Retainer Period: Our retainer period runs from the 1st to the 28th of each month.
Support via email and phone and bug fixes (plus minor developments) - minimum 4 hours allocated per month at our standard rate of £160 + VAT per hour.
Clients on a Retainer Plan are charged at a reduced rate of £145 + VAT per hour.
Standard hours (Mon-Friday 8:45am - 5:30pm)
Call: 01242 321907
Email: team@factorypattern.co.uk
Out of hours (outside of standard hours):
1st contact: team@factorypattern.co.uk - all the team will receive an email.
2nd contact: Andy Thorne - 07894089828 - andy@factorypattern.co.uk
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