Service Level Agreement (SLA)

 Our standard level of service for all websites; Please get in touch if you need our comprehensive Website Care package.. 

 

Digilogue Ltd (referred to as Digilogue hereinafter) specialise in the design and development of websites and
web-based software applications.
This document outlines the support Digilogue provide all of our customers.


Customer Support
We aim to achieve the highest level of client satisfaction and for our clients to have absolute faith in our
standard of work and the professional manner in which we conduct business..
Our office hours are Monday to Friday, 9.30am until 5:00pm excluding bank holidays. During this time, we
will respond to any support requests within 48 hours either via email or phone. Outside of office hours, we
can unfortunately not provide support unless an agreed SLA is in place.

Bug fixes
Identifying and fixing bugs on live websites will be given priority over other support requests.

Ongoing maintenance and support
Unless a Website Care package has been agreed and signed off; Responsibility for the maintenance of the
site will reside with the client upon sign-off. Digilogue shall not be liable for the provision of any work, which
might be deemed to be maintenance (i.e. any work which must be performed on a regular basis to ensure
correct functioning of the site or to keep content up-to-date), all of which, after the sign-over date, shall be
the responsibility of the client.
All maintenance and support requests are subject to having a website care package in place, and signed off.

What to do if you have a complaint
We pride ourselves on developing technically robust web-based software and excellent customer service.
However, if there is any element of our service which you are unhappy with, we have a clear and effective
complaints procedure in place.
In the first instance, contact the person you are working with and voice your concerns. Alternatively, you can
contact us via email at support@digilogue.net

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What our Customers say:

  • Very helpful when working with them. We found them easy to work with and knowledgable in sorting technical issues. Service is working perfectly

    Cathnia Ó Muircheartaigh
    Osraí.ie
  • Digilogue have developed the Goldhold client site over the past eighteen months into a professional, functional and robust piece of online software. I have found them efficient and open to work with, billing is transparent and project milestones were hit on time. I have no hesitation recommending Digilogue and hope to continue to use their services long into the future

    Greg Heaslip
    Goldhold
  • Excellent support before and after. Follow-up support is very important to us.

    Denis Desmond
    Retired Teachers' Association of Ireland
  • Comhairle, tacaíocht agus seirbhís den scoth

    Micheál Ó Foighil
    Coláiste Lurgan
  • Well done to Seaghan and his team for an efficient and professional webcast of our conference

    Gerard O'Sullivan
    Coláiste Chiarain
  • Digilogue has provided our website services since we were established in 2004. More recently we have engaged with them in the creation of our online training courses. In all aspects of our collaboration we have found Seaghan and his highly qualified team to be professional, efficient, creative and easy to deal with and would highly recommend the service they provide to any business looking to enhance their business through e-Commerce.

    Conor Holmes
    Outside The Box Learning Resources
  • Enniscrone Golf Club are very pleased with the professional upgrade and redesign of their Web Site in 2012. The level of consultation and back up support through out the whole process was second to none. It was very much a hands on approach which required a good deal of almost daily consultation and discussion and Digilogue were very generous with their time.

    Brian Casey
    Enniscrone Golf Club
  • Our experience of working with Digilogue has been overwhelmingly positive. They are extremely supportive and have a, ‘we can solve that’ approach to every difficult issue we identified. I find them helpful in explaining technical jargon, and at the same time finding a simple means of putting manageable systems in place. They have an ability to mix various digital media in order to develop an attractive and user friendly system

    Paul Fields
    Kilkenny Education Centre
  • It was important for us to work with a company that understood our needs and audience so we chose Digilogue because of their experience in education.They did an excellent job designing our website and continue to offer us ongoing technical support. They are always accommodating, a pleasure to work with and appreciate us as customers

    Miriam O'Donoghue
    CDVEC CDU & FESS