⏳Scopes and SLAs
Understanding what is within scope and what timeframes to expect
Last updated
Understanding what is within scope and what timeframes to expect
Last updated
Subject to change
| Scope A | Scope B | Scope C | |
|---|---|---|---|
*Critical means that the website has been hacked, payments are not working, and it's causing some level of financial or reputational harm to your business.
If you want to go up a scope here are my bank details to set up a standing order for the at least the minimum for that scope range.
Here are my bank account details at Starling Bank. Name: David Jenner Account Number: 49982751 Sort Code: 608371
The low down on what is included within each scope.
Office hours = Monday - Friday / Before 5 pm
| Service | Scope A | Scope B | Scope C |
|---|---|---|---|
Monthly Payment
£10 - £50
£50 - £150
£150 - £300
Service Level Agreement
48 hours
24 hours
12 hours
If deemed critical or serious (when possible)*
12 hours
12 hours
6 hours (if avaliable)
Generic technical support advice
Access to Knowledge Base
Office hours WhatsApps
Monthly website backups
Fixing any errors that I've caused
Fixing the website if offline (Critical)
Resolving to up to 2 requests per month
Resolving to up to 8 requests per month
Daily website Backups
Contacting Plugin Developers
Custom written knowledge base articles
Sourcing free stock images (up to 20)
Responsibility of Ranking on Page One of Google
Email reports from Google Analytics
Bulk lossy compressing images
Website design changes
Resolving to up to 10 requests per month
1-2-1 technical training and support
Editing 3rd Party DNS
Out of hours Phone calls
Out of hours WhatsApps
Supporting 3rd Party WordPress Plugins (not installed my myself)
Monitoring Google Analytics
Page Load times under 2 seconds
Sourcing paid stock imagery (20 max p/m)
Support for social media accounts
Installing Paid Plugins under £50 p/y FOC
Back ups on a 2nd server for added redundancy
Content Delivery Network (CDN) support
Website Speed Test Monitoring
NOT IN SCOPE
Video / Zooms / Teams Calls
Office Hours Phone Calls (Not in scope even if urgent)
Mobile app development
24 hours tech support
Managing 3rd Party Accounts such as Amazon Affiliate
Managing booking / eCommerce websites
Backing up email accounts
Coding that requires APIs / Webhooks / JSON / jQuery / JavaScript
Paid Advertising such as Google Adwords / social Media ads