Service Level Agreement (SLA)
Technical Support
Updated April 1, 2020
The terms and conditions of this Tech Support SLA can be found in Client’s Design and Consulting Master Services Agreement (“Agreement“).
Priority 1: Emergency
An issue will cause a critical impact to Client’s business operations if it is not resolved quickly. No workaround is available.
- The Website is not functioning for a majority of the user base.
- The security of the Website has been compromised.
Priority 2: Urgent
An issue is impacting aspects of Client’s business operations, but most business operations are not affected. A workaround may or may not be available.
- The Website has a “bug” that is causing degraded functionality.
- A security threat has been identified that may cause an “Emergency” if not patched in a timely manner.
Priority 3: Nonurgent
Client’s business operations are not affected. A workaround is available.
- The Website has a “bug” that is causing degraded performance.
- A potential security threat has been identified.
- Client requests CMS training.
| Priority | Response Time During Business Hours (M-F 9am-5pm MT) |
Response Time Outside Business Hours (Also Holidays) |
Resolution Timeframe |
|---|---|---|---|
|
1: Emergency |
1 Hour |
3 Hours |
ASAP |
|
2: Urgent |
3 Hours |
6 Hours |
1-5 Business Days |
|
3: Nonurgent |
2 Business Days |
2 Business Days |
5-10 Business Days |
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Rates effective as of: August 15, 2026
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