Service Level Agreement (SLA)
Float New Media Design Ltd (referred to as Float hereinafter) specialise in the design and development of websites and web-based software applications.
This document outlines the support Float provide all of our customers including those using our Content Management System ‘Artisan CMS’.
We aim to achieve the highest level of client satisfaction and for our clients to have absolute faith in our standard of work and the professional manner in which we conduct business. Please refer to our Client Charter for more detailed information.
Our office hours are Monday to Friday, 9.30am until 5:30pm excluding UK bank holidays. During this time we will respond to any support requests within 4 hours either via email or phone. Outside of office hours we will endeavour to respond within 24 hours, otherwise within the first 2 hours of the next working day.
All clients will be provided with a dedicated, single point of contact for all support queries.
Identifying and fixing bugs on a live website will be given priority over other support requests. During office hours we will respond within 2 hours and aim to find a solution immediately. Outside of office hours we will endeavour to respond within 24 hours, otherwise within the first 1 hour of the next working day.
Training is provided to all clients who use our Content Management System (CMS) on their websites. This training is provided in person and on your premises with all key staff. In such instances where on-site training cannot be undertaken we will provide the next best solution for your needs - whether that be via remote screen-sharing or over the phone.
All clients receive a User Guide (PDF document) outlining all key functionality, interactions and best practice for using the CMS.
Ongoing maintenance and support
Responsibility for the maintenance of the site will be signed over to the client on the agreed delivery date. On this date and for a minimum period of one calendar year thereafter, Float warranties that the site will perform to the client’s satisfaction and shall be free from discernable errors or bugs. Any such errors noted and reported by the client shall be the responsibility of Float.
Float shall not be liable for the provision of any work, which might be deemed to be maintenance (i.e. any work which must be performed on a regularly basis to ensure correct functioning of the site or to keep content up-to-date), which, after the sign-over date, shall be the responsibility of the client.
If maintenance or support other than that required to correct discernable errors or bugs or other programming defects during the first year is required by the client, all terms will be outlined in a separate specific maintenance contract.
What to do if you have a complaint
We pride ourselves on developing technically robust web-based software and excellent customer service. However if there is any element of our service which you are unhappy with, we have a clear and effective complaints procedure in place.
In the first instance, contact the person you are working with and voice your concerns. Alternatively you can contact us by post, addressing your letter to:
Float New Media Design Ltd,
5 Princes Buildings,
Bath BA1 2ED
Will will respond in full to your complaint within 28 days.
Dated: June 2017; Review date: June 2018