The basic web support packages we have are:

• Security Updates
• Content Management System updates
• Monthly Website Backups

An SLA is Service Level Agreement designed to have your needs in mind. In fact the SLA is checkboxed by you, your needs, your terms, see section below for more information.

We take a public/home directory backup and a database backup on a monthly basis at a minimum.

Each level of support is unique, based on the package or Service Level Agreement in place.

• Phone support: 24/7 by raising a ticket here: https://www.delcorpdata.com.au/support-login/
• Phone & face-to-face support times are: Australian time 9am to 5pm Monday to Friday, closed on weekends and public holidays.

People don’t realise that web hacking is on the rise. The advent of cheap technology, easier methods and lax security measures by website owners makes hacking easier.

On a basic level we look after the following:

• Security Updates
• Content Management System updates
• Monthly Website Backups

When you don’t have support and you have an unexpected issue arise, we will quote you as normal.

Our rates as of mid-2016 rates are:

• $250 Website restoration: to last known backup,
• $550 Re-establish database: Connect database or repair*
• $125 per hour fee ^2 hours minimum

*We aren’t responsible for any data loss

Firstly we can only offer email support if you utilise webmail which is part of your Cpanel package.

Depending on the server requirements we usually can look at server patches, downtime and other server requirements. It is required you raise a ticket so we can diagnose: https://www.delcorpdata.com.au/support-login/ 

JSON and XML is a web data service which deploys data to applications and other portals where others depend on the service. This is quite a critical service as the primary purpose is to deliver the data services to users.

App support is needed when your app is complex and needs to have a certain level of uptime and reliability.

An example could be one of betting, security monitoring or 24/7 type service.

Although Apple doesn’t require any support, it may cancel your application if it doesn’t keep up with the necessary software upgrades and patches as requested by Apple.

Although Google doesn’t require any support, it may cancel your application if it doesn’t keep up with the necessary software upgrades and patches as requested by Google.

A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive.

What goes into a Service Level Agreement will depend on your requirements, application needs and staff/skill level needed to maintain the application.

Some examples of contents could be:

• A description of the service being provided – maintenance of areas such as network connectivity, domain name servers, dynamic host configuration protocol servers
• Reliability – when the service is available (percentage uptime) and the limits outages can be expected to stay within
• Responsiveness – the punctuality of services to be performed in response to requests and scheduled service dates
• Procedure for reporting problems – who can be contacted, how problems will be reported, procedure for escalation, and what other steps are taken to resolve the problem efficiently
• Monitoring and reporting service level – who will monitor performance, what data will be collected and how often as well as how much access the customer is given to performance statistics
• Consequences for not meeting service obligations – may include credit or reimbursement to customers, or enabling the customer to terminate the relationship.
• Escape clauses or constraints – circumstances under which the level of service promised does not apply. An example could be an exemption from meeting uptime requirements in circumstance that floods, fires or other hazardous situations damage the ISP’s equipment.

Exact analytics of the above can be difficult to measure we try our very best to assist.

An SLA would be required when the project is of significant value and importance to the client.

An SLA would not be required unless you expressly require one.