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WEBSITE SUPPORT SERVICE LEVEL AGREEMENT (SLA)

1. General Overview

The purpose of this document is to establish a two-way understanding between the Customer and the Vetsweb Support Team regarding the web support services available. The document lays out the practices regarding web support which Vetsweb will follow. These practices are intended to yield a high quality, reliable web experience for eligible customers.

2. Service Description

This Service Level Agreement specifically describes the web support services provided by Vetsweb

2.1 Scope:

This Service Level Agreement applies to Vetsweb developed, hosted, and supported 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 telephone and in-person via your Account Manager or Vetsweb Executive Staff by means of a scheduled appointment.

2.2 Services:

Web Support services include:

2.2.1 Initial Consultation:

Meeting/Teleconference with content sponsors to determine their requirements.

2.2.2 Design and Construction:

  • Construction of draft pages/site
  • Collection, review, and implementation of sponsor's feedback

2.2.3 Deployment and Maintenance:

  • Assistance with the posting the pages/site to the appropriate web server(s)
  • Assistance with the posting new content

2.2.4 CMS/Content Migration

  • Moving existing content to CMS
  • Providing training in maintaining site content

3. Roles and Responsibilities

3.1 Vetsweb Support Responsibilities:

Vetsweb Support will provide the infrastructure, technology, personnel, processes, and monitoring tools necessary to deliver web support as described in this document, and Vetsweb Support to:

  • Meeting response times associated with the priority assigned to individual service requests.
  • In the case of Vetsweb Support services and other explanatory materials, develop content following the appropriate Vetsweb Support template and upload to the appropriate area of the Vetsweb Support site using information provided by the content sponsor.
  • In the case of non-Vetsweb Support content, assist with posting content provided by content sponsor to the appropriate area of the customer website as agreed with the content sponsor.

3.2 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 Vetsweb Support in a timely fashion

3.3 Support Limitations:

The Vetsweb Support team provides support for the usage of and placement of text and graphic content for Vetsweb Customer websites. Vetsweb’s Data Center GreenGeeks also provides support for GreenGeeks-owned or leased hardware and for web-hosting software applications including but not limited to WHM/Cpanel. When applicable, Vetsweb may obtain assistance from GreenGeeks Support Services on your behalf by initiating a support ticket.

4. Requesting Service

4.1 Web Support Requests:

Vetsweb offers four methods to submit web support requests.

4.1.1 Support Ticket via Email:

Sending email to Vetsweb support@vetsweb.us is the recommended method for requesting web support assistance. The request will be delivered to all members of the Vetsweb 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.

4.1.2 Support Ticket via Basecamp:

Customers may also submit requests for assistance with web support via the assigned Basecamp Project by visiting their Basecamp project page and opening a “Discussion” thread. The customer can create a discussion thread explaining their needs and submit the request.

Requests submitted via this channel for customers who have existing accounts will be automatically associated with your account and contact information, and you be updated on the progress directly on the Basecamp discussion thread OR via email. Requests made via the web are processed during normal hours of operation.

4.1.3 Telephone:

Urgent support requests may be made by telephone to special support number provided by your account manager. Messages left during off hours will be processed the next business day.  This method can be helpful if you also need consultation on your proposed changes

4.1.4 In-Person:

The Vetsweb Support Executive Team emphasizes the importance of meeting with customers face-to-face, both before and after sites have been deployed. Vetsweb Support team members are located in Katy, Texas.  Please email support@vetsweb.us or your account manager for an appointment

5. Hours of Coverage, Response Times and Complaint Resolution

5.1 Hours of Coverage:

Web content management support is provided by Vetsweb Support Monday through Friday, 8 am to 5 pm Central Standard Time, on regular business days.

5.2 Response Times:

Vetsweb 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.

CategoryDescriptionResponse Time
time-sensitive issue

Code issue,service outage,performance issue or other outage.

Example : The website goes online due to an unknown reason.

Two Business Hours
General Support Questions

General content changes.

Example: Customer need assisstance posting an updated form that needs to be posted.

Within 1 Business day
Added functionality requests

Adding site functionality

Example: Customer need assisstance with creating a new form to the post

Within 3 business days

Depending on the complexity of the requested added functionality,a meeting to discuss project timeline maybe necessary.This will be scheduled within three business days.

Web project consultancy

Project related discussions

Example: The customer knows what they want to achieve on there web page/site but is unsure  of the tools and expertise required to meet that goal.

Meeting will be scheduled to determine project timeline within three business days.

5.3 Escalation:

Any Customer not satisfied with the level of service related to a web support request should contact their account manager or the Vetsweb Executive Team, who will review your input and respond to you with the action taken.

5.4 Other Requests:

Requests not covered in the scope of this service can be submitted through email support@vetsweb.us and will be referred on to the appropriate individual(s).

6. Maintenance and Service Changes

6.1 Web Content Maintenance:

When content publishing exceeds the knowledge of the client the Vetsweb Support Team will accept requests for web content updates and revisions through any of the following channels listed under Requesting Service.

6.2 Web Service Changes:

From time to time, the platform or other software used in the construction and maintenance of websites for which the Vetsweb Support Team has responsibility may change. The team’s skills will stay up-to-date to encompass these changes.