Service Level Agreement

AGENCY RESPONSIBILITIES

  1. The Service License Agreement (SLA) outlines the working practices operated by CRIANA and the standards of service offered to clients. This agreement sets out CRIANA responsibilities as a digital agency (website and marketing) and explains the limits of our liability and responsibility.
  2. This agreement forms part of our commitment to transparency and openness vital to any business relationship. By clarifying entitlements and responsibilities up front ensures projects can be efficiently managed resulting in their timely delivery.
  3. We offer bespoke strategies, allowing us to tailor our services to the objectives of the client’s company. The Master Services Agreement is a legally binding agreement and the terms and conditions contained in this SLA will be the same, (unless agreed to by both parties).
  4. Please don’t hesitate to contact us directly, if you have any queries regarding the agreement. 

CLIENT SERVICE

  1. The client is to submit all website service requests/support for general questions, content or marketing assistance, website questions or change requests to support@criana.com. Include the priority of your support request in the subject line of your email. 
  2. Our general office hours and team responses are Monday to Friday between 9:00 and 5:00 pm ET, we are closed on major United States holidays.
  3. For contact direct to any team member within CRIANA, we respond within two business days to emails or voicemails, and often within 3 hours when possible.
  4. The web team constantly monitor the site for outage issues and other potential problems.
  5. CRIANA will advise the client of any additional costs if outside the contracted support agreement.
  6. Where immediate response is required on as issue or request submit directly to urgent@criana.com, a response will be sent within two hours dependent upon the complexity project and client contract with CRIANA. The client will be advised of the timeframe and any budget considerations resulting from the request in a timely manner.
  7. If you have questions about how to submit your request, contact the support team at the office at +1-203-364-4898 or email: support@criana.com.
  8. Small Print. We cannot guarantee a response time when clients submit requests via individual email, voicemail, or text .

PRIORITY SUPPORT RESPONSE TIMES[1][2][3]

Determining Priorities
CRIANA understands that it can be difficult to determine the priority level for your issue. Our team reserves the right to adjust support requests from 1 – 3, considering new functionality/time requirements, if the current contract does not include the time or type of fix and requires an additional estimate of effort.

Urgent – within 2 hours
Whenever a website or related system is inoperative, including website, email and payment processing, or other systems preventing business transactions.
 (Content and Marketing are not priority one unless considered crisis prevention).
 Clients maintain full access to their website accounts and may remove or alter content posts as required.

High – within 2 days
This is used for example but not limited to; content and marketing support, questions on future posts, changes to email series, or emails broadcasts, modifications to press releases, speaking engagements or other promotional activities other than comments, etc. 
Web or technical support: request bug fixes for live items. Examples include Web site fixes such as links broken, order form modifications or fixes, broken formatting on pages, fixing images to re-position or reformat for previously working formatting, modifying content to existing pages.

Normal – within 3 – 5 days.
This is used for new requests which are put into our pipeline and prioritized based on current workload.

Low – within 2 weeks.
This is used for new requests which are put into our pipeline and prioritized based on current workload. 

TERMS & CONDITIONS

  1. CRIANA does not accept liability where delays in reaching a deadline are caused by the client not providing requested information. An example would be in the case of supplying essential content to CRIANA and/or failing to confirm sign off allowing for work to commence or continue.
  2. CRIANA’s SLA may change at any time without warning.

 CHARGES

  1. When a client reports an issue relating to a matter that falls outside of the project or contract specification, CRIANA will investigate this on behalf of the client. The client will receive via email feedback and where appropriate, a price to carry out the extra work involved to resolve the issue.
 CRIANA will charge for services provided that are not included in any quotation or under the terms of your hosting, content marketing or website contract. The amount charged will be based on CRIANA’s standard hourly rate for that service unless a different hourly rate has otherwise been agreed in writing.
 CRIANA at any time may review and increase their standard hourly rate without warning. 
CRIANA charges a minimum charge of 15 minutes.
  2. CRIANA will provide customers with a Statement of Work (SOW) with detailed specifications for new projects via email, which will include a hyperlink to this SLA. Acceptance by a client of a CRIANA SOW is subject to the approval of the terms and conditions in the MSA and SLA unless expressly agreed in writing between the client and CRIANA in a bespoke package.
  3. Any work that is in addition to that detailed in a Statement of Work will be valued and added to the final project sum.
  4. Invoices are raised on the 1st of each month for the previous month’s fees, with 15-day payment terms.

[1] Where systems include 3rd party vendors CRIANA will coordinate on behalf of the client only when access and authority to do so is contained within the existing contract.

[2] During business hours

[3] Resolving a request could potentially require more time as all issues are diagnosed and the solution agreed upon, we will continually advise and update progress.