SLA
Service Level Agreement (SLA)
SLAs are crucial for maintaining a transparent and mutually beneficial relationship between service providers and customers. They help manage expectations, provide a basis for evaluating performance, and ensure that both parties are aligned in terms of the services being delivered. This SLA agreement sets out clearly the standards you can expect from Primal Space as your full-service digital marketing agency.
1. Service Overview
Primal Space referred to as the “Service Provider”, “We”, “Us”, “Our”, are committed to delivering high-quality, consistent, digital services to our clients. This SLA outlines the agreed-upon terms and expectations for the service provided to the “Client”, termed as “You” or “Your”.
2. Service Scope
The services covered by this SLA include website support, website hosting and website maintenance only. We operate an email support system, which is available during our working hours. All other services we may offer you are covered by the scope of work inside your individual client agreement contract with us, or by our general company terms of business which can always be found on our website here – https://www.primalspace.co.uk/terms-of-business/ Unless agreed otherwise within your agreement or project scope, any support queries should be emailed to [email protected] in the first instance.
Website support is provided to our clients over email. We do not offer website support over the phone or via online chat. To help align with our company sustainability policy, any meetings that need to be held are generally done remotely on video call. We use Microsoft Teams, Zoom or Google Meet to conduct these meetings with you our client. Any video call for website support should be scheduled and agreed in advance with a member of our team. Our full sustainability policy can be found here – https://www.primalspace.co.uk/sustainability-policy/
3. Service Level Objectives (SLOs)
We endeavour to provide the highest level of support quality to our clients, and we will always reply to you as fast as we possibly can. We aim to aspire to certain basic minimum service level objectives. Our support availability mimics our office opening hours for our agency, which can always be found on our contact page here – https://www.primalspace.co.uk/get-in-touch/
The below table outlines our performance targets, such as response times, resolution times, and general support availability:
| Support Metric | Target Level |
|---|---|
| First Reply Response Time | Within 2 Working Days |
| Website Hosting Uptime | 99.9999% |
| Support Resolution Time | Within 1-10 Working Days |
| Support Availability | 9am -5pm, Monday to Friday |
Our website support team will grade all tasks and support queries based on the severity of the request. We do not offer higher support priority for more expensive hosting packages. We treat all clients equally in relation to support queries and decide on the nature of the severity of the issue internally within our team. Support severity categorisation and example scenarios are listed below:
Low – An error or request that is not inhibiting user experience on your site. Or a new request for a new feature which is not time critical. Such as upload of some basic content to a post or page. We will though aim to complete this support request within 10 working days at most.
Medium – An issue that limits user experience on a particular website page, but does not cause any loss of revenue to our client.
High – An issue which may be causing our client to be losing revenue or users from their site, but is not affecting the entire website. We will aim to resolve as fast as possible and our SLA targets within 2 working days at most.
Critical – An issue that causes the website to be offline. Such as a website hosting or data center related problem. Such issue will be treated with the highest of urgency within our support team.
| Support Severity | Target Resolution |
|---|---|
| Low | Within 10 Working Days |
| Medium | Within 5 Working Days |
| High | Within 2 Working Days |
| Critical | Within 1 Working Day |
4. Responsibilities
This section clearly outlines the roles and responsibilities of both the Service Provider and the Customer. This includes any specific actions or contributions required from each party.
Service Provider Responsibilities:
- Provide the agreed-upon services in a professional and timely manner.
- Maintain the security and integrity of client files and data.
- Regularly update and patch systems to ensure optimal performance within the agreed website maintenance package.
- Provide customer support as outlined in this SLA policy.
Client Responsibilities:
- Cooperate with the Service Provider, providing necessary information and access.
- Adhere to payment schedules as outlined in the service agreement.
- Report issues promptly and accurately. Guidance on how to do this can be found in this post here – https://www.primalspace.co.uk/how-to-report-a-website-bug/
5. Performance Metrics and KPI’s
Website hosting software we use to monitor server and domain uptime, provide us with weekly and monthly internal email reports for uptime, which we utilise for website hosting KPI’s. From time to time, we may use customer survey forms, which provide us with feedback which may be used to form part of our internal KPI reporting. Google Analytics is used as a metric to track website user data and alongside our website hosting metrics.
6. Liability
Under no circumstances shall we be held liable to you, whether in contract, tort (including negligence), breach of statutory duty, or any other legal basis, for any loss of profit, sales, or business, loss of agreements or contracts, loss of anticipated savings, loss of or damages to goodwill, or any indirect or consequential loss arising in connection with our obligations under the Service Level Agreement (SLA).
Our total liability to you under the SLA shall not exceed, under any circumstances, 100% of the price to be paid by the Customer pursuant to this SLA during 3 months. In the case of enrolment for a shorter period, the total charges paid to us under the SLA shall constitute the limit of our liability.
Please see both the Liabilities and Warranties sections of our general terms of business which outlines warranties of this SLA – https://www.primalspace.co.uk/terms-of-business/
7. Reporting
For detailed reports specific to our agreement for your website we host, maintain or offer support to, you can contact us at any time to request this data. Support tasks are logged inside a Google Sheet which will be provided to you by your account manager or support agent, which is stored inside your company Google Drive folder. This sheet may be used for support task logging and/or support time logging by our agents. From time to time, we create new sheets. Where possible, historic support report Sheets are retained as separate tabs within the same document.
8. Compliance
We are assessed annually for website security through Cyber Essentials, which is a government scheme to reduce vulnerability to cyber-attacks.
9. Remedies
In the event that the Service Provider fails to meet the agreed-upon service levels, we will aim to remedy the situation as fast as possible. We will provide regular communication updates to you on email. And in certain situations, may seek to compensate you.
10. Changes & Updates
This policy will be updated at least once per year, or as required when immediate policy changes are implemented in accordance with our general business terms & conditions. The most recent version of our SLA is always available on our website at this URL – https://www.primalspace.co.uk/sla/
For any enquiries regarding our SLA, please contact us.