Website Support Packages
DWM Service Level Agreement
A service level agreement or SLA is a way of us guaranteeing you a certain level of service above and beyond what you can currently expect to receive. It pushes you to the top of the of the queue when possible and you’re given a priority for those urgent support jobs that catch you out. We guarantee you the following:
- Up to 1 hour of free support a month
- Telephone support between 9am and 5pm Monday to Friday
- Support emails answered within 1-2 hours, Monday to Friday
- Reduced hourly rate for Rush and Out of Hours support
What can the hours be used for:
- Email account setup, telephone and remote control
- Password resets
- Website bugs
- Unblocking IP addresses
- Minor content updates
- Hosting problems
- Email problems
- Domain issues
- SSL issues
Whats not included
- New development work
- Additional hosting resources
- Website plugin and theme updates
In addition to the above benefits you will also receive a discounted off our hourly rate for new development work if you take out a 12 month SLA agreement.
Our support package is priced at £55 ex VAT per month
Support Comparison
| SLA Customers | Non SLA Customers | |
| Telephone Support | During Office Hours | Not Available |
| Email Support | 1-2 hours | 12 hours |
Hour Rate Comparison
| SLA Customers | Non SLA Customers | |
| Hourly Rate | £50 | £55 |
| Rush Rate Per Hour | £100 | £150 |
| Out of Hours Rate Per Hour | £110 | £160 |
Rush Rate – We drop everything to fit you, If you require your job done ASAP and you’re unable to wait our standard 10 day lead time our rush rate will apply. Depending on workload our lead time may be less than 10 days, if so you’ll be notified before hand and charged at our standard hourly rate.
Out of Hours – You can never predict when you’re going to need help and support, websites don’t just go wrong Monday to Friday 9am to 5pm. Our out of hours support is there if you need us in the evenings or at the weekend.