Support Service Level Agreement

Overview

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

Support and Maintenance Services

The Client should contact Core dna Support for the following services:

  • Website performance or hosting issues (See Assumptions section)
  • Editing, revising or updating content
  • Editing, revising or updating existing page or email templates
  • Creating a new page or email template based on an existing design
  • Modifications or minor enhancements to existing functions, forms & features of the existing website
  • Consultation, guidance & training on the use of the website & Core dna applications
  • Google Analytics & Webmaster tools basic configuration support
  • Support of third party tools & applications used on the website & integrated by Core dna (e.g. MailChimp, social media tools, analytics applications, etc)
  • Website updates required due to incompatibilities with new browsers & browser versions

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.

How to Contact the Support team

  1. Submit your request via email to support@corednaservices.com
  2. You will receive an automated acknowledgment email from the Core dna support ticketing system that your request has been submitted. If no response is received – please contact Core dna Support on support@corednaservices.com
  3. You will receive a confirmation response from the Support team (See Confirmation Response and Resolution time section)
  4. If necessary, escalate the request. If your requests are not addressed to your satisfaction, escalate the request by:
  • Calling Core dna Support Team
  • AUS: 1300 780 566
  • Outside of AUS: +61 3 8563 9163
  • US: +1 (617) 274-6660
  • Contacting your account manager on their direct line or via email

(See respective office hours above in Resolution Time section)

Actions for a Typical Incident

  • Assessment of the impact and subsequently assign the severity of the incident
  • Investigation of the incident
  • Resolution of the incidents
  • Feedback to the affected users
  • Documentation of the solution
  • Incident closure

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.

High - Emergency Level Issues


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/.

Release Management

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.

Access and Authorization

To provide the necessary services, Core dna may need access to the following:

  • Domain registrar & DNS hosting service accounts (if not hosted by Core dna)
  • Google Analytics, Google Webmaster tools or other 3rd party tools & applications used on the website & integrated by Core dna

Cost and Terms

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:

  • Respond & resolve Core dna hosting issues
  • To fix something that is broken due to “errors & omissions on behalf of Core dna” (see “Assumptions”)

For new requests estimated at over 2 hours, Core dna may propose a cost estimate for approval.

Assumptions

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."

Hosting

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

Website performance may be affected by changes to the third party libraries & APIs (i.e. jQuery, JavaScript, Facebook, Twitter, LinkedIn, MailChimp, etc), which would result in maintenance to the website. Issues caused by or in combination with new or updated third-party software will not be considered “errors and omissions on the part of Core dna” and therefore deemed billable.