⏳Scopes and SLAs
Understanding what is within scope and what timeframes to expect
Your Support Scope
Subject to change
| 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) |
*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
Scopes and SLA
The low down on what is included within each scope.
Office hours = Monday - Friday / Before 5 pm
| Service | Scope A | Scope B | Scope C |
|---|---|---|---|
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 |
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