iWebDevelopment has various SLAs for the different levels of support. SLA Bronze is included in every subscription, but you can also go for Silver and Gold for higher levels of service. This way we’re always nearby to answer queries and help with problems.
The SLA with your subscription provides the support needed for your link. You may also want to change something, or have a query answered. The packages can be changed each month, allowing you to change the level of the SLA as and when needed.
You can choose from Bronze, Silver or Gold. If you prefer to make contact by telephone, then the Gold SLA is the best option. We always endeavour to respond to emails and tickets within 72 hours. If you need a more rapid response time, then we recommend either Silver or Gold SLA packages.
With the Bronze package you receive answers within 72 hours. If you require faster response times, you can select either Silver (within 48 hours) or Gold (within 24 hours). With the Gold SLA you also receive telephone support if necessary, which is always useful for important queries.
Whenever you want to take out a subscription with us for a link, you can configure and install it yourself if you prefer. Although you need some knowledge to do this. If you don’t have this knowledge in-house, or you want to ensure that it’s properly installed, you can choose to use our installation service
We know that whenever a difficult problem or urgent query arises that you want help as quickly as possible. Therefore you can also receive telephone support from iWebDevelopment. With the Gold package you decide whether you want to send an email, or simply pick up the telephone.
Our SLA packages include a maximum of one (1) hour’s support each month. This is not transferable to subsequent months. Where extra support is needed each month, iWebDevelopment can provide this at additional cost. If you require further information about this, please contact us.
It may be that you have a Bronze SLA, but later on want to change to the Silver or Gold package. You can change our SLA packages on a monthly basis. Changing SLA is absolutely no problem for iWebDevelopment!