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Minneapolis 2470 University Ave W
St Paul, MN 55114
(651) 646-0696

New York City 1216 Broadway, 2nd Floor
New York, NY 10001
(929) 322-4971

SLA - Website Support

This is a Service Level Agreement (SLA) between Plaudit and Client, documenting the website support services provided by Plaudit. This document is applicable to websites with a support service defined in an active SOW that references this document by URL. Services provided depends on the Client's support package but normally includes website design and website development.

Service Hours

Service hours are weekdays from 9am to 5pm CST, excluding company holidays.

Opening a Request

Requests may be made by submitting a ticket, emailing, or calling Plaudit. Opening a ticket by going to support.plaudit.com or by emailing support@plaudit.com is recommended since timeframes are only applicable once a ticket exists in the ticket system. Please note that, for example, emailing an individual at Plaudit vs opening a ticket may introduce a delay (e.g. the person emailed is in a meeting or on vacation).

Time to First Response

The following lists the typical response times you should expect based on the priority of the request. Business hours apply to all times listed except for emergency requests. Please note emergencies only include critical issues like a website not responding.

Prioriy Typical Goal
Emergency 10 mins < 1 hour
High 30 mins < 2 hours
Medium 15 - 45 mins < 4 hours
Low 1 hour < 8 hours

Time to Start

The table below lists types of requests Plaudit commonly receives, along with our goal for each. Timeframes below are in reference to when Plaudit has received all of the information it requires, including approval to proceed. Timeframes below are provided as examples for the typical tasks Plaudit receives within each category. Timeframes can vary. Resources/skills needed, task complexity, and other factors may affect time needed on a request.

“CMS” below refers to the website’s Content Management System (CMS).

Type Goal

CMS how-to question

Typically same day. Goal is within 1 to 2 business days

CMS trainings

Hold Zoom based training within 3 to 7 business days

Emergencies

Start investigating immediately upon learning of a situation

Work requests

Less-than 3 hours: Within 1 to 2 business days

Greater-than 3 hours: Within 2 to 7 business days

Greater-than 6 hours, or changes that require project planning or design resources, are typically scheduled to begin the following week.

Install a newly requested CMS plugin

Within 1 to 3 business days

Popular plugins that do not require Plaudit to configure are typically installed within one business day.

Plugins purchased by Client, or ones requiring more configuration, can take more than three days to complete.

Plaudit reviews and makes updates to this document as needed.