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