SUPPORT TERMS OF SERVICE

Please read these terms carefully, and complete the form at the bottom of this page to indicate your acceptance.

 

Overview

Support services will be provided to your organization (“Client”) by WEBWORK AUSTIN (“WEBWORK AUSTIN”) to support and sustain your website under the Terms and Conditions (“Terms”) outlined below. These Terms remain valid until superseded by revised Terms mutually endorsed by WEBWORK AUSTIN and Client.

Goals & Objectives

The purpose of these Terms is to ensure that the proper elements and commitments are in place to enable WEBWORK AUSTIN to provide consistent support to Client by:

  • Providing clear reference to service ownership, accountability, roles and/or responsibilities,
  • Presenting a clear, concise and measurable description of service provision to Client, and
  • Matching perceptions of expected service provision with actual service delivery.

Service Description

Support services are defined as tasks or groups of tasks on a single system that are estimated to take less than 10 hours to fulfill. Services include most technical tasks required to maintain a website on the Internet, including design, development, content management system configuration, and other related services. 

To initiate service, Client will submit a support \"Ticket\" to WEBWORK AUSTIN. WEBWORK AUSTIN maintains a website and email account with the third-party provider to manage all support Tickets. 

Support Levels

Ticket Status: Regular

  • All work (including related communication and administrative time) is billed at $90/hour
  • Tickets will be acknowledged within 24 hours.
  • Tickets will be assigned to an agent within 24 hours.
  • Tickets will be estimated prior to any work being done (excluding time spent investigating the issue). 
  • We guarantee that all work will be estimated and started within 7 days.

Ticket Status: Urgent

  • All work (including related communication and administrative time) is billed at $120/hour.
  • Tickets will be acknowledged within one hour.
  • Tickets will be assigned to an agent within one hour.
  • Work will be estimated and started immediately after being assigned.
  • Service agents will work consecutive business hours to completion.

Responsibilities of Clients

  • To submit all support requests via the ticketing system so that all information and subsequent conversation may be captured in a single location.
  • To respond promptly to requests for information related to the service ticket so that work can continue uninterrupted.
  • To indicate via the ticketing system if work should stop or be re-scoped in light of new information or the estimate.

Responsibilities of WEBWORK AUSTIN Support Agents

  • To update tickets and communicate progress with clients as per the guidelines for each level of service.
  • To start the work within the parameters set in the service guidelines, and to work as efficiently as possible.

Service Availability

WEBWORK AUSTIN will respond to Support Tickets
submitted by the Client during the following times:

9am - 5pm CT
Monday through Friday
Support will not be available during federal holidays

 Excluded Services

Requests for services that are estimated at more than 10 hours will be treated as a project and will require a separate contract. Also excluded under these Terms is support for website hosting or email, unless you have purchased those services from us. Support for these services must be contracted separately between the Client and WEBWORK AUSTIN.

Payment

In consideration of the services performed, Client agrees to pay WEBWORK AUSTIN a fixed price of $90/hour for all standard support, and $120/hour for all urgent support. Support services time is billed in 15-minute increments from the point the ticket is first received and reviewed by the support administrator. Client will be invoiced on or about the first of each month for all support provided during the previous month. Payment for services is due upon receipt of the invoice. Invoices for service will include the Ticket# to allow client to review the support provided.