Web design company, ecommerce solutions and design agency, Birmingham Midlands

Home
About Us
- About Us
- Careers
- News
- Testimonials
Contact Us
Services
- Web Design
- Actinic
- E-Commerce
- Hosting
- Web Marketing
- Branding
- Support
Client Area
Portfolio
Testimonials
Actinic

Below are details of the Service Level Agreements offered by Globalgraphics.

Our Levels of Support are:

Support Level – Premium (£1490.00)

Severity	Critical	High	Medium	Low
Initial Investigation	Immediately	Within 1 Hour	Within 3 Hours	Within 6 Hours
(out of hours)Initial Investigation	4 hours	6 hours	Not available	Not available

Support Level – Advanced (£875.00)

Severity	Critical	High	Medium	Low
Initial Investigation	Immediately	Within 2 Hours	Within 4 Hours	Within 8 Hours

Support Level – Standard (£450.00)

Severity	Critical	High	Medium	Low
Initial Investigation	Immediately	Within 3 Hours	Within 6 Hours	Within 24 Hours

Support Level – Basic (£295.00)
(For non-dynamic web site only)

Severity	Critical	High	Medium	Low
Initial Investigation	Immediately	Within 4 Hours	Within 8 Hours	Within 48 Hours

The levels of priority are defined as follows:

Critical	Website down or not appearing at all.
High	Your website has limited function and partially responding. Key areas are non responsive for example product listings, payment gateways and administration areas.
Medium	Site functionality not impaired, but appearance compromised – for example missing images, formatting issue and graphical layout problems.
Low	Site working correctly but issues and questions with site operation and running via administration area.

Engineers working on the incident can make changes to a severity level.
It is the goal of Globalgraphics technical support to downgrade or close all high severity incidents as quickly as possible.
All support issues will be investigated with in their allotted time (as specified), how ever resolution to the issue will be dependent on the complexity, software and third party involvement.
If third party software is the cause of the problem, we will try and resolve the issue but we may need to contact the original manufacturer to resolve the problem and this may affect the time scale to resolve the problem on your web site.
E-mail issues are not covered in out of office hours support.
All support calls must include support contract ID. Verification password will be requested upon call back. With out this information we will not be able to process your support request.

Hours of operation

The above responses apply during Globalgraphics normal hours of operation. These are 8:45 am to 5:00pm Monday to Thursday and 8.00am to 4.00pm Fridays, Excluding Bank Holidays.

Out of office hours support is only available to Premium Support contracts and will be charged at £120.00 per hour with a minimum of 3 hours being charged.

Service Level Agreements are subject to Terms and Conditions. All prices are subject to VAT. Full details can be accessed on line at http://www.globalgraphics.co.uk/terms.htm