Standard Web Support Service Level Agreement
General Overview
The purpose of this document is to establish a two-way understanding between the Customer and the 92 West Support Team regarding the web support services available. The document lays out the practices regarding web support which 92 West will follow. These practices are intended to yield a high-quality, reliable web experience for eligible customers.
Service Description
This Service Level Agreement specifically describes the web support services provided by 92 West.
Scope
This Service Level Agreement applies to the 92 West developed and or 92 West hosted websites.
Web Support is provided by the most efficient method available. Currently, opening a ticket via email is the recommended approach but assistance may also be obtained via support ticket escalation for high-severity issues, telephone, and in-person via your Account Manager or 92 West Executive Staff by means of a scheduled appointment.
Services
Web support services include:
Initial Consultation
Meeting with content sponsors to determine their requirements
Hosting
92 West hosting services. Please see https://92west.com/hosting-terms-and-conditions/for current hosting terms and conditions.
Design and Development
Includes, but is not limited to, web based graphic design,
Deployment and Upkeep
Assistance with posting the pages/site to the appropriate web server(s)
Assistance with posting new content
Collection, review, and implementation of sponsor’s feedback
CMS/Content Migration
Moving existing content to CMS
Providing training in maintaining site content
Roles and Responsibilities
92 West Support Responsibilities
92 West Support will provide the infrastructure, technology, personnel, processes, and monitoring tools necessary to deliver web support as described in this document, and 92 West Support will:
Meet response times associated with the priority assigned to individual service requests.
In the case of 92 West Support services and other explanatory materials, develop content following the appropriate 92 West Support template and upload to the appropriate area of the 92 West Support site using information provided by the content sponsor.
In the case of non-92 West Support content, assist with posting content provided by the content sponsor to the appropriate area of the customer website as agreed with the content sponsor.
Customer Responsibilities
Customer responsibilities in support of this Agreement include:
Using the standard contact methods (see Section 4 below) to request web support services.
Reviewing draft design concepts, web pages suggestions, ticket replies, and all other communication dependencies in a timely fashion.
Regularly reviewing page content for which they are responsible and communicating any required updates or new content to 92 West Support in a timely fashion.
Support Limitations
The 92 West Support team provides support for the usage and placement of text and graphic content for 92 West customer websites. 92 West’s Data Center also provides support for data center-owned or leased hardware and for web-hosting software applications including but not limited to WHM/Cpanel. When applicable, 92 West may obtain assistance from Data Center Support Services on your behalf by initiating a support ticket.
Requesting Service
Web Support Requests
92 West offers four methods to submit web support requests:
Support Ticket via Email
Sending an email to support@92west.com is the recommended method for requesting web support assistance. The request will be delivered to all members of the 92 West Support team, ensuring that it is reviewed promptly. Unless designated urgent, requests made via email will be processed in the order in which they are received during normal hours of operation.
Support Ticket via Web Portal
Customers may also submit requests for assistance with web support via the 92 West Support Portal by visiting https://baseine.92west.com. The customer can create an account if they do not already have one, then submit a request. Requests submitted via this channel for customers who have existing accounts will be automatically associated with your account and contact information, and you can keep track of your ticket’s progress directly on the support website. Requests made via the web are processed during normal hours of operation.
Telephone
For Enterprise Clientele Only
Urgent support requests may be made by telephone to a special support number provided by your account manager. Messages left during off hours will be processed the next business day.
In-Person
The 92 West Support Executive Team emphasizes the importance of meeting with customers face-to-face, both before and after sites have been deployed. 92 West Support team members are located in the Omaha, Nebraska management office; please email support@92west.com or your account manager for an appointment. In-Person requests are not governed by this SLA.
Hours of Coverage, Response Times, and Complaint Resolution
Hours of Coverage
Web content management support is provided by the 92 West Support Monday through Friday, 9 am to 4 pm Central Standard Time, on regular business days.
Response Times
92 West Support will use the following guidelines to prioritize web support requests, with the goal of beginning to work on the problem within the target timeframe. Actual response times may be shorter or longer, depending on the volume of requests being handled at any one time.
Escalation
Any Customer not satisfied with the level of service related to a web support request should contact their account manager or the 92 West Executive Team, who will review your input and respond to you with the action taken.
Other Requests
Requests not covered in the scope of this service can be submitted through email support@92west.com, in baseline.92west.com or directly to your executive representative. These requests will be referred to the appropriate individual(s).
Maintenance and Service Changes
Web Content Maintenance
Response metrics between request and completion
SLA Reviews
The 92 West Executive Team (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties.
This Agreement is posted to the following location and made accessible to all stakeholders:
https://92west.com/hosting-terms-and-conditions/maintenance-sla/
92 West SLA
Approvals
The Account Manager, 92 West Support Senior Managers, and Executive Management approve this document. This document is then published on the 92 West Support website, along with other service level agreements.
When content publishing exceeds the knowledge of the client, the 92 West Support Team will accept requests for web content updates and revisions through any of the channels listed under Requesting Service.
Web Service Changes
From time to time, the platform or other software used in the construction and maintenance of websites for which the 92 West Support Team has responsibility may change. The team’s skills will stay up-to-date to encompass these changes.
Reviewing and Reporting
Performance Reporting
MODIFICATIONS TO THE AGREEMENT AND SCOPE CREEP
Modifications of the Agreement must be written, except that the invoice may include, and the Client shall pay, fees or expenses that were orally authorized by the Client in order to progress promptly with the work. Should the maximum time estimated for any given process BE MET OR EXCEEDED, due to scope creep, it will be 92 West’s responsibility to notify the client. A fee of $100.00 per hour will be applied to the total amount due at project completion for the additional hours if needed.
TIMING
Designer will prioritize performance of the Services as may be necessary or as identified in the Proposal, and will undertake commercially reasonable efforts to perform the Services within the time(s) identified in the Proposal. Client agrees to review Deliverables within the time identified for such reviews and to promptly either, (i) approve the Deliverables in writing or (ii) provide written comments and/or corrections sufficient to identify the Client’s concerns, objections or corrections to Designer. The Designer shall be entitled to request written clarification of any concern, objection or correction. Client acknowledges and agrees that Designer’s ability to meet any and all schedules is entirely dependent upon Client’s prompt performance of its obligations to provide materials and written approvals and/or instructions pursuant to the Proposal and that any delays in Client’s performance or Changes in the Services or Deliverables requested by Client may delay delivery of the Deliverables. Any such delay caused by Client shall not constitute a breach of any term, condition or Designer’s obligations under this Agreement.
EXPENSES
Client shall pay Designer’s expenses incurred in connection with this Agreement as follows: (a) incidental and out-of-pocket expenses including but not limited to costs for telephone calls, postage, shipping, overnight courier, service bureaus, typesetting, blueprints, models, presentation materials, photocopies, computer expenses, parking fees and tolls, and taxis at cost plus Designer’s standard markup of ten percent (10%), and, if applicable, a mileage reimbursement at $0.50 per mile; and (b) travel expenses including transportation, meals, and lodging, incurred by Designer with Client’s prior approval.
CANCELLATION FEES
Should the client desire to terminate a written notification sent through e-mail to support@92west.com or mailed to 92 West, 2626 Harney Street, Omaha, NE 68131 15 days prior to the monthly renewal date. Cancelations for a year long contract will have a prorated amount refunded based on the next monthly cycle remaining in the contract, not to exceed the amount paid, a refund of the difference will be applied based on the amount paid.
Limitation of Liability
Client agrees that it shall not hold 92 West or its agents or employees liable for any incidental or consequential damages which arise from 92 West’s failure to perform any aspect of the Project in a timely manner, regardless of whether such failure was caused by intentional or negligent acts or omissions of 92 West or a third party. Furthermore, 92 West disclaims all implied warranties, including the warranty of merchantability and fitness for a particular use.
REMEDY
Any disputes in excess of three hundred (300) US dollars arising out of this Agreement shall be submitted to binding arbitration in Douglas County, Omaha, Nebraska before a mutually agreed upon arbitrator pursuant to the rules of the American Arbitration Association. Parties must meet a minimum of 1 time within 90 days of filing. The Arbitrator’s award shall be final, and judgment may be entered in any court having jurisdiction thereof. Should the client fail to meet any of the criteria the suit shall be considered void. The Client shall pay all arbitration and court costs, reasonable attorney’s fees, and legal interest incurred by 92 West should judgment be in favor of 92 West or it’s vendors.
programming, technology and software updates
92 West is not responsible for programming issues or debugging post 30 days of project completion. This includes software updates, browser and or server configuration updates that may interfere with the site’s current programming. 92 West is not responsible for any third party software. Browser testing is limited to the latest versions of Safari, FireFox, Chrome and Edge
