The Service Level Agreement is a monthly hosting and support program offered to clients with websites developed by Full Media. Consider our SLAs the first and best connection between your website and everything our support team has to offer.
We've divided the SLAs into four plans, each of which offers a variety of benefits.
Included in each service level is a guaranteed response and completion time on support tickets†, a number of complimentary support hours*, and a potentially discounted bill rate for tasks in the event you need more assistance than the number of complimentary support hours in your plan level. All SLA packages include hosting, and any customer who has already paid for hosting throughout the year will be eligible for a credit toward their SLA. Plan discounts are also being offered to clients who want to upgrade early!
The benefits of an SLA are numerous, but the most important one is that it puts you, the client, in the driver’s seat when it comes to your help requests. You get to choose when you’ll hear from us and how quickly you’ll see results.
All packages and prices are based on the following conditions: The client will have a credit card on file with Full Media and will be enrolled in automatic monthly billing.
∗If complimentary support hours are not used in a respective month, the time will not roll over to future months. Once the complimentary time is used, additional time for the month will be billed at the respective plan's hourly rate to the credit card on file on the 15th of the following month.
†Completion time periods are guarantees for website edits to existing functionality only. Any request for website edits resulting in new functionality within the website may exceed the completion time denoted on the plan's respective timeline.