Support Service Level Agreement

Sticky Wicket Designs Ltd. is committed to providing ongoing support to our clients.

Hours of Operation

Sticky Wicket Designs Ltd. regular hours of operation are Monday to Friday from 8:30 am to 4:30 pm PDT.

Holidays

Sticky Wicket Designs Ltd. observes all Canadian statutory holidays. Requests received during those times are responded to on the next business day.


How to Report a Problem

Sticky Wicket Designs' customers can open a support request in one of two ways:

  • Email: 
  • Phone: 250.561.8761

There are no limits to the number of tickets that can be submitted within a calendar year.


SLA Response Times

Email Response Time Guarantee

Regular Business Hours
Email support requests are responded to within 24 hrs of receipt of the email during regular business hours.

After Hours, Weekends and Holidays
Email support requests that are received after hours and on weekends are responded to on the next business day.

Phone Support

Regular Business Hours
During regular business hours Sticky Wicket Designs Ltd. maintains multiple phone lines. All calls are answered within 60 seconds. In the event all lines are busy, messages can be left via voicemail. All voicemail messages are responded to within 24 hrs of receipt of the message. 80% of all support request received by phone are resolved during the initial phone call.

After Hours, Weekends and Holidays
During standard office closures, customers are prompted to leave a voicemail message. All received messages are responded to on the next regular business day.


Support Priority Levels

Critical Support

Critical Support incidents pertain to the stability of the site and hosting environment. These support incidents are always given top priority. They include, but are not limited to, the following:

  • Hardware
  • Availability of web server (site is down)
  • DNS issues related to web server

Connectivity issues related to a client's internet service provider, internal network, or hardware issues are not covered.

NOTE: After hours critical issues should be reported via email to as this email is monitored at all times. Critical incidents are investigated immediately and are worked on until resolved and service is restored.

Non-Critical Support

Non-Critical Support covers incidents related to customer maintained website issues. Includes, but is not limited to troubleshooting editing issues, resetting of passwords, and provision of additional resources that may be beneficial to the customer.

As these are non-critical in nature, they are addressed in order of receipt once any outstanding 'critical issues' have been addressed. They are typically resolved, or a suitable workaround is provided, the same business day that the incident report is received.


Last Modified: Thursday, March 16, 2017 @ 10:21 am PDT