Service Level Agreement
1. General Overview The purpose of this document is to establish a two-way understanding between the Customer and M16 Marketing's Support Team regarding the web support services available. The document lays out the practices regarding web support that M16 will follow. These practices are intended to yield high-quality, reliable web experiences for all customers. 2. Service Description This Service Level Agreement specifically describes the web support services provided by M16. 2.1 Scope This Service Level Agreement applies to the M16 developed and hosted websites. Web Support is provided by the most efficient method available. Currently, opening a ticket via email is the recommended approach but assistance may also be obtained via support ticket escalation for high severity issues, telephone and in-person via your Account Manager or M16's leadership staff by means of a scheduled appointment. 2.2 Services Web support services include: 2.2.1 Initial Consultation - Meeting with content sponsors to determine their requirements 2.2.2 Design and Construction - Construction of draft pages/site Collection, review, and implementation of sponsor's feedback 2.2.3 Deployment and Upkeep - Assistance with posting the pages/site to the appropriate web server(s) Assistance with posting new content 2.2.4 CMS/Content Migration - Moving existing content to CMS- Providing training in maintaining site content 3. Roles and Responsibilities 3.1 M16 Support Responsibilities M16 Support will provide the infrastructure, technology, personnel, processes, and monitoring tools necessary to deliver web support as described in this document, and M16 Support to: Meeting response times associated with the priority assigned to individual service requests. In the case of M16 Support services and other explanatory materials, develop content following the appropriate M16 Support template and upload to the appropriate area of the M16 Support site using the information provided by the content sponsor. In the case of non-M16 Support content, assist with posting content provided by the content sponsor to the appropriate area of the customer website as agreed with the content sponsor. 3.2 Customer Responsibilities Customer responsibilities in support of this Agreement include: Using the standard contact methods (see Section 4 below) to request web support services Reviewing draft design concepts, web pages suggestions, ticket replies, and all other communication dependencies in a timely fashion. Regularly reviewing page content for which they are responsible and communicating any required updates or new content to M16 Support in a timely fashion. 3.3 Support Limitations The M16 Support team provides support for the usage of and placement of text and graphic content for M16 Customer websites. M16's Data Center team also provides support for data center-owned or leased hardware and for web-hosting software applications. When applicable, M16 may obtain assistance from Data Center Support Services on your behalf by initiating a support ticket. 4. Requesting Service 4.1 Web Support Requests M16 offers four methods to submit web support requests. 4.1.1 Support Ticket via Email Sending email to M16support@m16marketing.com is the recommended method for requesting web support assistance. The request will be delivered to all members of the M16 Support team, ensuring that it is reviewed promptly. Unless designated urgent, requests made via email will be processed in the order in which they are received during normal hours of operation. 4.1.2 Support Ticket via Basecamp Customers may also submit requests for assistance with web support via Basecamp. - The customer can create an account if they do not already have one, then submit a request. Requests submitted via this channel for customers who have existing accounts will be automatically associated with your account and contact information, and you can keep track of your progress directly on the support website. Requests made via the web are processed during normal hours of operation. 4.1.3 Telephone For Enterprise Clientele Only - Urgent support requests may be made by telephone to your account manager. Messages left during off-hours will be processed the next business day. 4.1.4 In-Person The M16 Support Team emphasizes the importance of communication. M16's support team members are located in Atlanta, Georgia; please email your account manager for an appointment. In-Person requests are not governed by this SLA. 5. Hours of Coverage, Response Times and Complaint Resolution 5.1 Hours of Coverage Web content management support is provided by the M16 Support Monday through Friday, 9 am to 4 pm Eastern Standard Time, on regular business days. 5.2 Response Times M16 Support will use the following guidelines to prioritize web support requests, with the goal of beginning to work on the problem within the target timeframe. Actual response times may be shorter or longer, depending on the volume of requests being handled at any one time. M16 Support Request Response Times Table
5.3 Escalation Any Customer not satisfied with the level of service related to a web support request should contact their account manager or the M16 Executive Team, who will review your input and respond to you with the action taken. 5.4 Other Requests Requests not covered in the scope of this service can be submitted through email at email@example.com and will be referred to the appropriate individual(s). 6. Maintenance and Service Changes 6.1 Web Content Maintenance When content publishing exceeds the knowledge of the client the M16 Support Team will accept requests for web content updates and revisions through any of the following channels listed under Requesting Service. 6.2 Web Service Changes From time to time, the platform or other software used in the construction and maintenance of websites for which the M16 Support Team has responsibility may change. The team's skills will stay up-to-date to encompass these changes. 7. Reviewing and Reporting 7.1 Performance Reporting Upon request, the following annual performance and availability reports will be published for review: Response metrics between request and completion 7.2 SLA Reviews The M16 Executive Team (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. 8. Approvals The Account Manager, M16 Support Senior Managers and Executive Management approve this document.
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Signed by Don Dodds Signed On: February 21, 2021
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Document Name: Service Level Agreement
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