Website Care Plan Service Level Agreement

The ongoing support of our clients is very important to Pacific Northwest Web Works.

Hours of Operation & Holidays

Please visit our contact page to view our current hours of operation. You can also find a list of holidays that we generally take off each year. Specific holidays and vacations will be emailed to active care plan clients before they happen.

How to Report a Problem

If you need to open a support request, please visit our contact page or reach out to us via email or phone.

We do not place a limit on the number of support requests you may have in a year.

SLA Response Times

Email Support
  • Regular Business Hours
    • Email requests will receive a response within 24 hours during regular business hours
  • After Hours, Weekends and Holidays
    • Email requests received after hours and on the weekend will get a response on the next business day.
Phone Support
  • Regular Business Hours
    • During regular business hours, we will attempt to answer every phone call. In the event we are unable to answer, please leave a message on our voicemail. We attempt to return all voicemail messages within 24 hours of receipt of the message. 80% of all support request received by phone get resolved during the initial phone call.
  • After Hours, Weekends and Holidays
    • During office closures, clients should leave a voicemail message. We will return all messages on the next regular business day.

Support Priority Levels

Our support gets categorized into 3 levels:

Critical Support

Critical support incidents include the stability of the site and hosting environment. These support incidents are always given top priority. This includes and is not limited to the following:

  • Hardware
  • Availability of server or site (site is down)
  • DNS issues related to the server

Issues related to a client’s ISP, network, or hardware issues are not covered.

NOTE: After hours critical issues should get submitted via email. We check this email on a regular basis. Critical incidents will get immediate attention.

Non-Critical Support

Non-Critical support is for issues related to client maintained sites. This includes, and is not limited to the following:

  • Troubleshooting editing issues
  • Resetting of passwords
  • Provision of resources that may be beneficial to the client

Since these are non-critical in nature, we address them in the order of receipt. Any outstanding ‘critical issues’ will have priority. We make every effort to resolve or provide a suitable workaround the same business day.

Care Level Support

Care level support covers changes and updates to a pre-existing care plan. This includes and is not limited to:

  • Updates to site software
  • New posts
  • Page updates

All care services will also fall under this level of support.

These are also generally non-critical in nature. As such, any outstanding ‘critical issues’ will still have priority. We make every effort to resolve or provide a suitable workaround the same business day. For large changes, we will assign a timeline to manage the project.