Tech Services – Service Level Agreement
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These are our simple English details for what you can expect from our technical services. The suits sometimes call this a Service Level Agreement (SLA).
By using our service, you agree to the following:
Planning
- Work may be delivered over real-time or messaging apps, email, and accepted file formats (see File Sharing)
- When coming up with plan, we may identify tasks that are better for other people like copywriting, graphics design, course content, sales calls, or others
Set Ups
- We will test on desktop, tablet, and handheld mobile view
- We may not be able to create/edit/fix content text that requires industry knowledge and skills
Maintenance
- Some maintenance may happen throughout your business hours
- Some maintenance may include work that temporarily makes your systems unavailable
Troubleshooting
- Fixes can be submitted by email or web form
- Fixes may take a few minutes to a few days or weeks depending on the complexity. In some cases, we may work with system vendors to solve the problem
- We limit our enhancements by tier, so once you reach your limit, we need to finish one to start a new one
Enhancements
- Enhancements are new features, changes, or capabilities
- Can be made to production site or to test sites
- We try to find the balance between testing and delivery time, sometimes additional testing is required
- Tiers limit the number of new enhancements
- Tiers may limit releasing new enhancements using a “sprint” release schedule (like every 2 weeks)
Analysis
- Audits issue grading may vary with test or between testers
- Our content audits focus on what generic students, prospects think and may find problematic
- Our tech audits help you identify configurations issues and recommended settings for the majority
Optimizations
- Some optimizations may require a full analysis
- Different approaches for optimizations may impact time, benefits, costs
- Some optimizations may require paying for different vendors or higher-tiered 3rd party plans
- Optimizations may require different lengths of time to measure and validate improvements
Work
- We don’t usually work on weekends unless the issue is critical like an outage
- We don’t work on U.S. Holidays and some World Holidays
- We may periodically take days off for sick days
- Our team may take 1 to 2 week vacations but usually provide backups to cover your work during this time
- Scope changes usually push back delivery dates and may affect initial quality
- We may not be able to deliver if dependencies like content or assets are missing
Platforms
- We support Thinkific, Teachable, Kajabi, LearnDash
- We can help with MasterClass, SkillShare, Udemy
- We support Podia, Circle, MightyNetworks, Social.io
- We support WordPress, Wix, Squarespace
- We support MailChimp, ConvertKit, Aweber, ActiveCampaign, SendGrid
- We support Asana, Trello, Clickup, Notion, Monday, Wrike, Basecamp, and Jira
- More supported platforms are listed on our Supported Platforms page
File Sharing
- We support email, Google Drive, Dropbox, Box.net, Vimeo, Wistia, FTP, One Drive, Teams
- We support Google Docs, Sheets, Slides; Microsoft Office Word, Excel, Powerpoint
- We support a variety of ways to transfer and store credentials including LastPass, DashLane
- We don’t print or fax documents, it’s bad for the earth, slow, and old-school
Communications
- We support email, loom, zoom, teams, google meet
- We support tickets via web form and email
- Depending on your plan we have different response times
- Response times may initiate acknowledgment of work, but do not guarantee resolution time
- Please provide feedback and share problems as soon as possible
Meetings
- We usually pre-schedule meetings via calendar invites or use meeting planning software like Calendly
- Maximum 1 meeting per day
- Maximum 1 hour length any meeting
- Meetings can use a zoom or another service listed in our Communications section
- If you don’t show up to your meeting or do a proper decline/reschedule, it counts as one of your meetings
- We may skip or reschedule meetings around certain holidays
Legal
- We are a US Limited Liability Company (LLC)
- We do not sign non-competition agreements (NCAs)
- If necessary we can sign our non-disclosure agreement (NDAs)
- We do not work exclusively for you and we may work with similar clients
- We have ethics, respect Intellectual Property, and follow the law 100%
- Don’t steal our workers or customers
Payments
- We use HTTPS, SSL for secure transactions
- We use Stripe, the credit card payments world leader, as our main payment processor
- You can stop using the service at any point
- We may change our prices at any time
- We provide a guarantee with a 100% refund of first-time payments for new customers for 1st month