# Support & SLA

## Service-level agreements for information systems and corporate portals

|  | Free Support*<br>Order support | SLA3<br>Order support | SLA2<br>Order support | SLA1<br>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.<br>Site manager<br>Bitrix 24 | Bitrix.<br>Site manager<br>Bitrix 24<br>Magento<br>Wordpress<br>Joomla<br>& other | Bitrix.<br>Site manager<br>Bitrix 24<br>Magento<br>Wordpress<br>Joomla<br>& other | Bitrix.<br>Site manager<br>Bitrix 24 |
|  | More detailed information |
| The request is accepted | Online WEB form | Online WEB form<br>E-mail | Online WEB form<br>E-mail<br>By phone | Online WEB form<br>E-mail<br>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 % |
|  | <br>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.<br>If problem solution requires CMS manufacturer consultation, this period may be extended. Client is informed personally.<br>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.<br>All shown prices are without taxes.