Description

Support Hours can cover our time for  General Consulting, Technical Support, Maintenance, Design, Development, Upgrading or Custom Coding work for your website, and is based on a request for a solution to a problem or advice needed to make a decision.

Service Level Agreement

This service is provided by Digital Media Center and is bound by the limitations and Terms of Service. It is understood that your are purchasing the time required to provide web development work, information or advice, or pre-purchasing time in order to have a guaranteed response time. This development work, information or advice will be provided to the best of the Digital Media Center’s ability. No liability can be taken for indirect loss, loss of opportunity, loss of profit, loss of production and loss of business

  • Select the quantity of hours of website support, consulting, or maintenance, or pre-purchase time for a guaranteed Service Level Agreement.
  • Pre-purchased hours guaranteed a Next Business Day Response time. Completion of work will be estimated and agreed with the client.
  • Service hours are Monday – Friday 9am to 5:30pm excluding Bank or National Holidays.
  • All support, consulting and communicating maintenance work will be done via email and phone.
  • Communicating maintenance work is considered billable time and will come out of the time allotment.
  • All work is billed in 1 minute increments, and reporting is available for every take completed including start and finish times and duration, so you literally only pay for the exact time required to complete tasks on your behalf.
  • Pre-Purchased Time does not expire unless other terms or offers are agreed separately.
  • A Statement of time on account, plus any time used is available on request or a login can be requested to our reporting system if desired.
  • An estimate for each task can be provided prior to work commencement on request.

If the requested service requires more time than allowed by this purchase or it is found that there is not enough time to finish your request, you will be notified, the incomplete information gathered at that point will be provided and service will be put on hold until more time is purchased to complete that service. You can then choose: to abort or limit that query, or add time to your existing purchase.

Please purchase enough hours to cover the development work you have been quoted for by one of our representatives.