Revium provides tailored Service Level Agreements (SLA) to give you peace of mind that your web-based customer experience is constantly monitored and periodically serviced/updated.
At the conclusion of most major projects, systems will require some form of support or maintenance, and we consult with your project & IT teams to ensure all potential ongoing maintenance requirements are considered, and plan a support approach that serves your needs.
Typically, our agreements separate application support from hosting support, and pending the business-critical nature of the website or application, some or all the following considerations will be discussed when establishing an SLA and the level of support required:
Hourly rate vs monthly retainer
Customer portal for logging and triaging support tickets
Incident reporting (web, email, phone)
Business hours only or 24/7x365 support
Training and documentation
Guaranteed response and recovery times
Status reporting on tickets raised
Server and system automated monitoring
When Revium supports your hosting environment (be that cloud-based, on-premise, or in our own tier-III data center), the following services will typically be included in an SLA, separate to provisioning of the hosting environment itself:
Monitoring of usage and performance
First-level support for incidents
Data loss recovery
Ongoing configuration optimisation management based on alerts
Proactive monitoring of the service.
Ongoing Windows patch and service pack management approach
Revium’s support services for websites and applications typically include:
Ongoing website amendments
Banner and graphic replacement/updates
Regular content updates (and/or CMS system training)
Upgrades to CMS software (or other 3rd party tools)
Enhancements (e.g. new/modified features, new/modified interfaces)
Ongoing SEO support
Implementation of personalisation tactics
Digital marketing support
Digital strategy consulting
Content strategy development
When you engage Revium to support your website or application, ensuring you have an SLA in place gives you the assurance that your investment is being maintained and supported with guaranteed access to the expert resources you need, when you need them.
Find out more about our support and maintenance services by contacting us today.