Service Level Agreement

Here at echo interactive we offer a unique service level agreement for web site maintenance, continued development and support. This is a first in our industry and we are extremely proud to be innovators in this sector. This service level agreement was designed to allow you to plan your business without the worry of an unreliable web site .

Web Maintenance and Support Service Level Agreement

Our ongoing maintained package is covered by our service level agreement giving you dedicated customer service levels and ongoing support.

Web Maintenance and Support Service Level Agreement Development time frames We understand that your web site is critical to your business. We use our leading edge ticket system to book and track all work carried out by us. This means we can easily prioritise your work. When we give you a development timeframe we pledge to complete the work within this timeframe. Within the hour telephone call/email response times We understand that if you have a problem with your web site it needs to be sorted out instantly. If you have a problem with your web site and you cannot reach us by telephone during normal working hours we will contact you back within an hour. Estimates for work to be carried out We endeavour to provide you with a written estimate for development work to be carried out within 24 hours (excludes weekends). Price freeze We will not increase the price per hour that you pay during the term of your current contract, even if the price to new customers changes. 100% Satisfactory work guarantee Whenever we carry out any work on your web site we thoroughly test the work and require you to sign off the work. This ensures that all work carried out is performed to our exacting standards.

Web Hosting Service Level Agreement

All our dedicated servers are covered by a comprehensive Service Level Agreement which provides you with a guaranteed level of service.

Web Hosting Service Level Agreement 100% network uptime We understand that no downtime is acceptable to your business. Our wholly-owned, redundant network allows us guarantee that our network will be up-and-running all day, every day. In the unlikely event of network downtime occurring, we will credit you the value of one whole day's service for every single hour your server is without connectivity. Instant reboot Our data centres are equipped with electronically controlled power outlets, allowing us to reboot your server directly from our offices - in an instant. Five minute engineer If a critical problem occurs with your server, we will get an engineer on it within five minutes of discovering the issue. We will keep you fully updated on the status of any problems. Security updates We will respond promptly to security threats relating to pre-installed software by applying the relevant patch or taking other action. Instant hardware replacement We always maintain a complete server with the same or better hardware specification as yours, ready to hand over instantly in the event that your machine suffers a failure. Price freeze We will not increase the price that you pay during the term of your current contract, even if the price to new customers changes. Bandwidth guarantee We will always maintain sufficient network bandwidth to service all customers at full capacity, even if one of our internet connections fails.     The above service level agreements are subject to a 12 month contract with echo interactive.