Digital Paint Limited offer great SLA based website service for a good price, where work can be undertaken on your website and completed within the time frame you require. Below are number of different packages that should cover most business needs for extra peace of mind. Digital Paint have bespoke package options and these can be discussed by contacting us directly.
Silver Support Package
6 hours of website support time per year.
(minutes will roll over monthly if they are not used)
SLA based response time of 8 hours for ‘Priority 1' calls between 9am - 5pm (UK). Any calls that meets any of the following criteria will be considered as a Priority 1 call:-
- Website is down
- Users can't perform key website functions
SLA based ticket response time of 7 working days for ‘Priority 2' calls
Tickets can be raised to the first line support team by emailing support@digitalpaint.co.uk, raising a ticket on the Digital Paint website or calling our our help desk.
Silver package costs £30 per month + VAT/ payable by direct debit in advance. (Annual Contract)
Any additional hours required over the year will be charged at £50 per hour.
Gold Support Package
10 hours of website support time per year.
(minutes will roll over monthly if they are not used)
SLA based response time of 4 hours for ‘Priority 1' calls between 9am - 5pm (UK). Any calls that meets any of the following criteria will be considered as a Priority 1 call:-
- Website is down
- Users can't perform key website functions
SLA based ticket response time of 5 working days for ‘Priority 2' calls.
Tickets can be raised to the first line support team by emailing support@digitalpaint.co.uk, raising a ticket on the Digital Paint website or calling our help desk.
Monthly traffic analysis reporting is available through Server Stats & Google Analytics.
Gold package costs £50 per month + VAT/ payable by direct debit in advance. (Annual Contract)
Any additional hours required over the year will be charged at £40 per hour.
Platinum Support Package
20 hours of website support time per year.
(minutes will roll over monthly if they are not used)
SLA based response time of 2 hours for ‘Priority 1' calls between 9am - 5pm (UK). Any calls that meets any of the following criteria will be considered as a Priority 1 call:-
- Website is down
- Users can't perform key website functions
SLA based ticket response time of 3 working days for ‘Priority 2' calls.
Holiday period cover. 10am - 3pm bank holiday cover excluding xmas day, boxing day, new year's day and Easter Sunday.
Direct access to second line support staff where tickets can be raised instantly, technical questions can be answered and website problems resolved.
SEO reporting is available on a monthly basis (keyword position reporting).
Monthly traffic analysis reporting is available through Server Stats & Google Analytics.
Quarterly service review meeting.
Performance monitoring.
Platinum package costs £125 per month + VAT/ payable by direct debit in advance. (Annual Contract)
Any additional hours required over the year will be charged at £35 per hour.
Bespoke support packages are available on request.
Ad Hoc Support
No SLA based support.
The service will be charged at £60+VAT per hour.
50% payable upfront, 50% after sign-off of work if the work is longer than 2 hours.
Tickets can be raised to the first line support team by emailing support@digitalpaint.co.uk, raising a ticket on the Digital Paint website or calling our help desk.
Tickets will only be added to our system once the balance is paid- Work will then commence.
If you would like to discuss your options with Digital Paint Limited, please contact us or call the office on 0845 1200 278.
(N.B. By agreeing a new website support package with Digital Paint, you agree to the terms and conditions in the below PDF.)