Service level agreement, SLA in Canada

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Services included:
1. Design (website redesign, banners, collages).
2. HTML-coding.
3. PHP- and JS-programming.
4. Content management.
5. Usability and conversion.
6. Hosting or Apache-webserver and MySQL-database administration at your webserver.
7. Backup, anti-virus, security.
8. Search engines optimisation.
9. Web advertising campaings management.
Support requests are accepted by:
1. Email support@ceteralabs.com
2. Or at our project management system (we use Atlassian Jira).
Requests are accepted 24/7.
All requests are prioritized as:
1. Immediate — website is down, infected or critical module is in the error state.
2. Important — major part of the development plan.
3. Common — most of development and design request for new features creation.
4. Minor — small tasks with low importance.
5. Unimportant — “maybe somedays” tasks.
Requests are processed in this priority order.
Questions and content requests are sent to the client at PM-system. PM-system send the customer an Email-notification for all the important activity.
Big complex tasks are splited by Cetera developers to the “minimal viable products”.
Completed tasks are sent for acceptance to the client at PM-system. The acceptance period is 5 business days.
Cetera bugs are processed at our expense during the whole contract term.
Hosting includes no more than one dedicated server (Intel® Core™ i7-6700 Quad-Core Skylake HT, 64 GB DDR4 RAM, NVMe SSD 2 * 512 GB). If this config is unsufficient, we administer your own servers or rented from the third-party.
If Cetera administers client's own or rented server, client provides us with a root-access or Cetera will not be liable for website uptime, backup and security.

Service level agreement, SLA in Canada

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