It should be read in conjunction with the Service Agreement provided by your hosting company.
If you need to escalate an issue, contact our service department.
We provide a fault logging and resolution service during the hours of 9am to 6pm (EST) Monday to Friday, excluding public holidays. Faults can be reported by email, through our client extranet account or by telephone.
Faults can be logged out of hours in our client extranet http://bigapplemediadevelopers.com or in emergencies, via the contact form on our website. The contact form triggers an email that is monitored out of working hours, but not through the night.
If your site develops a serious fault out of working hours and our website design New York team are not available to respond, you can contact your hosting company directly to request that they restart your server.
This section outlines the respective responsibilities under this service agreement, in order that we can provide a smooth fault resolution process.
When our website design New York team are notified, faults are assigned to one of the three categories listed below, based on their severity. The category may be changed after initial investigation.
These faults are as follows:
Once we’ve received notification, we respond as follows:
These faults are as follows:
Once we’ve received notification, we respond as follows:
These faults are as follows:
Once we’ve received notification, we respond as follows:
While the issue resolution is underway, we also check the status of security and module updates that are available and make recommendations on updates if required.
All work is charged at $50/hr and invoiced on a monthly basis with an itemization of the work completed. We do not charge for telephone support or meetings.
Please see http://bigapplemediadevelopers.com/terms-and-conditions for our terms and conditions.