Support & SLA
Service-level agreements for information systems and corporate portals
| Free Support* Order support |
SLA3 Order support |
SLA2 Order support |
SLA1 Order support |
|
|---|---|---|---|---|
| Response time up to | 48 h | 24 h | 8 h | 2 h |
| Time for decision up | 1 week ** | 36 h ** | 18 h ** | 4 h ** |
| Price | No fees at all!! | C$ 210.00/ month | C$ 600.00/ month | C$ 1,200.00/ month |
| Service model | 8/5 | 8/5 | 8/5 | 24/7 |
| Content Management System | Bitrix. Site manager Bitrix 24 |
Bitrix. Site manager Bitrix 24 Magento Wordpress Joomla & other |
Bitrix. Site manager Bitrix 24 Magento Wordpress Joomla & other |
Bitrix. Site manager Bitrix 24 |
| More detailed information | ||||
| The request is accepted | Online WEB form | Online WEB form |
Online WEB form By phone |
Online WEB form By phone |
| Reaction time | up to 48 hours | up to 24 hours | up to 8 hours | up to 2 hours |
| Time to solve** | up to 1 week | up to 36 hours | up to 18 hours | up to 4 hours |
| Urgent requests** | - | - | 1 | 2 |
| Consultations on questions of CMS | ||||
| CMS license renewal | ||||
| SSL certificate installation | ||||
| Additional modules installation | ||||
| Third-party systems integration | ||||
| Consultation on Google products | ||||
| Server support | ||||
| Allocated time to task | - | 3 h | 7 h | 15 h |
| Discount for additional work*** | - | 10 % | 15 % | 20 % |
Existing customers or those who use Bitrix: Site Management product and have a valid technical support from ‘Britix’ up to 2 requests per month; we give up to 2 hours per month. For additional work standard charges apply. If problem solution requires CMS manufacturer consultation, this period may be extended. Client is informed personally. Additional works or works not included in the SLA terms and conditions subject to additional discount hourly cost rates. Hourly rate is equal to C$80/hour. Urgent requests and requests performed out of normal working hours will be charged double. All shown prices are without taxes. |