WEBSITE SUPPORT SERVICE LEVEL AGREEMENT (SLA)

1. General Overview

The purpose of this document is to establish a two-way understanding between the Customer and the SP Digital Plus Support Team regarding the web Support services available. The document lays out the practices regarding web Support which SP Digital Plus will follow. These practices are intended to yield a high quality, reliable web experience for eligible customers.

2. Service Description

This Service Level Agreement specifically describes the web Support services provided by SP Digital Plus.

2.1 Scope:

This Service Level Agreement applies to SP Digital Plus developed, hosted, and Supported websites.
Web Support is provided by the most efficient method available. Currently, opening a ticket via email is the recommended approach but assistance may also be obtained via telephone and in-person via your Account Manager or SP Digital Plus Support Team by means of a scheduled appointment.

2.2 Services:

Web Support services include:

2.2.1 Initial Consultation:

Meeting/Teleconference with content sponsors to determine their requirements.

2.2.2 Design And Construction:

Construction of draft pages/site
Collection, review, and implementation of sponsor’s feedback

2.2.3 Deployment And Maintenance:

Assistance with the posting the pages/site to the appropriate web server(s)
Assistance with the posting new content

2.2.4 CMS/Content Migration

Moving existing content to CMS
Providing training in maintaining site content

3. Roles And Responsibilities

3.1 SP Digital Plus Support Responsibilities:

SP Digital Plus Support will provide the infrastructure, technology, personnel, processes, and monitoring tools necessary to deliver web Support as described in this document, and SP Digital Plus Support to:
Meeting response times associated with the priority assigned to individual service requests.
In the case of SP Digital Plus Support services and other explanatory materials, develop content following the appropriate SP Digital Plus Support template and upload to the appropriate area of the SP Digital Plus Support site using information provided by the content sponsor.
In the case of non-SP Digital Plus Support content, assist with posting content provided by content sponsor to the appropriate area of the customer website as agreed with the content sponsor.

3.2 Customer Responsibilities:

Customer responsibilities in Support of this Agreement include:
Using the standard contact methods (see Section 4 below) to request web Support services.
Reviewing draft design concepts, web pages suggestions, ticket replies, and all other communication dependencies in a timely fashion.
Regularly reviewing page content for which they are responsible and communicating any required updates or new content to SP Digital Plus Support in a timely fashion.

3.3 Support Limitations:

The SP Digital Plus Support team provides Support for the usage of and placement of text and graphic content for SP Digital Plus Customer websites. SP Digital Plus’s Data Center domain service providers also provides Support for domain service provider or leased hardware and for web-hosting software applications including but not limited to WHM/Cpanel. When applicable, SP Digital Plus may obtain assistance from domain service provider Support Services on your behalf by initiating a Support ticket.

4. Requesting Service

4.1 Web Support Requests:

SP Digital Plus offers four methods to submit web Support requests.

4.1.1 Support Ticket Via Email:

Sending email to SP Digital Plus daniel@spdigitalplus.com is the recommended method for requesting web Support assistance. The request will be delivered to all members of the SP Digital Plus Support team, ensuring that it is reviewed promptly. Unless designated urgent, requests made via email will be processed in the order in which they are received during normal hours of operation.

4.1.2 Support Ticket Via WhatsApp Group:

Customers may also submit requests for assistance with web support via the assigned WhatsApp Group. The customer can create a discussion thread explaining their needs and submit the request. Requests made via this channel will be processed during normal business hours.

4.1.3 Telephone:

Urgent Support requests may be made by telephone to special Support number provided by your account manager. Messages left during off hours will be processed the next business day.  This method can be helpful if you also need consultation on your proposed changes.

4.1.4 In-Person (Physical / Virtual)
The SP Digital Plus Support team emphasizes the importance of communication with our customers. Face-to-face or online meeting via Zoom are to be scheduled, before and after sites have been deployed. SP Digital Plus Support team members are located in VO3-3A-23A, Designer Office, Lingkaran SV, Sunway Velocity, 55100 Kuala Lumpur. Please contact your account manager for an appointment.

5.Hours Of Coverage, Response Times And Complaint Resolution

5.1 Hours Of Coverage:

Web content management Support is provided by SP Digital Plus Support Monday through Friday, 9 am to 6 pm (UTC+8), on regular business days.

5.2 Response Times:

SP Digital Plus Support will use the following guidelines to prioritize web Support requests, with the goal of beginning to work on the problem within the target timeframe. Actual response times may be shorter or longer, depending on the volume of requests being handled at any one time.

5.3 Escalation:

Any Customer not satisfied with the level of service related to a web Support request should contact their account manager or the SP Digital Plus Support Team, who will review your input and respond to you with the action taken.

5.4 Other Requests:

Requests not covered in the scope of this service can be submitted through email alvin@spdigitalplus.com and will be referred on to the appropriate individual(s).

6. Maintenance And Service Changes

6.1 Web Content Maintenance:

When content publishing exceeds the knowledge of the client the SP Digital Plus Support Team will accept requests for web content updates and revisions through any of the following channels listed under Requesting Service.

6.2 Web Service Changes:

From time to time, the platform or other software used in the construction and maintenance of websites for which the SP Digital Plus Support Team has responsibility may change. The team’s skills will stay up-to-date to encompass these changes.