SLA-Unlimited Web Maintenance

Introduction

Unlimited Web Maintenance is a no-contract month-to-month service package to fully maintain a website.  This Service Level Agreement is to clearly identify the service and to establish expectations of both the service provider, Symmcom and the client. 

Service Features

Following services are included in the package:

  • Daily Backup
  • CMS Site Platform Update/Patch
  • Security Audit
  • Deploy Site Firewall
  • 24/7 Monitoring
  • Full Disaster Planning and Recovery
  • Malicious Code CleanUp
  • Minor Content Editing
  • Basic Search Engine Optimization
  • Regular Site TuneUp

Client Requirement

Under this SLA, the service provider will assume 100% of the responsibility of the site. To prevent any known or unknown change made by the client, the service provider will create new login credentials for site management. All other existing credentials will be disabled but not removed. Any change requests or concerns must be expressed through Ticket System under Symmcom Client Area.  

Service Provider Responsibilities

The service provider will perform all tasks necessary to fully maintain the client site. At the event of the site is compromised due to malicious code or SQL injection, the service provider is fully responsible to bring site online as soon as possible through site clean up or full site restore. The service provider holds full rights to take the proper course of action. 

The service provider will not be responsible for any intrusion taking place after the service is canceled or suspended due to non-payment. The service provider will also not be responsible if the client insists to have the credential to access any site management area during the SLA is active. 

Service Cancellation

The Client can cancel the service any time with 30 days of advance notice. The service will also be automatically canceled or suspended if there is any outstanding invoice due more than one month from the date due. The service provider will restore all previous credential created by the client and disable or remove the credential created by the service provider.