Our Support team are fully committed to providing our clients with prompt, valuable assistance for any issue and this agreement identifies what Core dna clients can typically expect from us with regard to day-to-day website support. It specifies the services and commitments of Core dna and the expectations and obligations of the client.
The terms & procedures of this agreement may be updated from time to time and the current conditions can be located at coredna.com/support-agreement
The Client should contact Core dna Support for the following services:
The primary goal of the Service Level Agreement is to restore normal service operation in case of outages or malfunctions as quickly as possible and to minimize the adverse impact of them on business operations. Incidents are categorized by priority following standard procedures and SLA guidelines.
These priorities are labelled High, Medium, and Low as per the table listed below.
(See respective office hours above in Resolution Time section)
Note: Incidents of a High nature are potentially subject to an incident report provided by the engineering team and rectification strategy. These incident reports will be shared where applicable.
Emergency issues (as defined by “Request Types – Definitions & Examples”) are provided to clients by Core dna for websites hosted on the Core dna platform. Core dna has extensive services monitoring the health and performance of servers and websites.
As a result, Core dna will be alerted to a fault automatically and the “How to Contact the Support Team” procedure should only be instigated where no active incident is posted on the Core dna status page available at http://status.coredna.com/.
The Core dna DXP is a living platform that grows and changes with the needs of our community. We encourage our community to contribute to feature requests and improvements to the platform. Core dna DXP has a continuous integration process with bi-weekly releases of changes and updates.
Development and QA environments provide the opportunity for feedback and testing of changes prior to the implementation into production. New features can be implemented without any impact to existing sites due to the decoupled nature of the platform.
A public log of the updates are documented at the following web address https://help.coredna.com/#all-updates. Here you will find the latest manuals, release notes for all the production commits, and the documentation for the integration of the template layer.
To provide the necessary services, Core dna may need access to the following:
Core dna charges for all business hours support and maintenance services requested by clients. Core dna doesn’t intend to invoice for every minute and will use its discretion to charge for issues. Core dna charges in 30 minute increments at the hourly rate.
There are no charges incurred for:
For new requests estimated at over 2 hours, Core dna may propose a cost estimate for approval.
Errors and Omissions
It's important that Core dna’s clients understand that we don’t cause all issues and therefore can't fix all issues free of charge. Websites inherently need maintenance because they are viewed through browsers and use many third party tools. The browsers and third party tools are regularly updated and versions may no longer be supported. This sometimes results in causing a website feature to “break” or simply to not perform as expected. We are ready, willing, and able to help fix all issues, but we charge for the ones we don’t cause.
If a party other than Core dna makes changes to the website, which results in Core dna providing necessary updates or fixes to the website, it will not be considered "errors and omissions on the part of Core dna."
Core dna is accountable for the performance of the websites developed by Core dna & hosted by Core dna’s hosting partner (“Core dna servers”).
Domain and DNS
Support services required as a result of the client’s self-management of domain name or DNS services will not be considered “errors and omissions on the part of Core dna” and therefore deemed billable.
Integrated Third Party Libraries and API’s