Support

Service Level Agreement Plans

Service Level Agreement for Clients and Non-SLA Clients

All support issues or support-related questions should be directed to support@paulgregorymedia.com. Our help desk has two types of protocols: Service Level Agreement (SLA) Clients and non-SLA clients.

For Service Level Agreement (SLA) Clients:

Clients may elect to obtain a service level agreement to address their support needs. Plans are detailed below. For more information on our support plans, please contact support@paulgregorymedia.com or call 630.686.2600. If you already have an agreement in place, and need assistance, call or email us at support@paulgregorymedia.com to discuss or send support request. You may also use our support form to send in your request.

Benefits of an SLA plan include:

  • SLA Clients will immediately enter the response queue and will be entered into the production schedule as soon as possible
  • SLA Clients receive priority over non-SLA clients
  • SLA Clients receive a discounted hourly rate
  • SLA Clients receive regular maintenance on their website

 

Non-SLA Clients

When you contact support@paulgregorymedia.com your issue will be placed in our assessment queue.

Non-SLA support process:

 

  1. Upon contacting the help desk, there will be a $175 assessment fee to trouble shoot the issue and provide an estimate to solve the issue.
  2. An online approval form will be sent to you to approve the assessment fee.
  3. The assessment fee must be approved prior to trouble shooting.
  4. If the issue can be solved during the first hour of trouble shooting, the resolution will be included in the assessment fee.
  5. If the issue cannot be solved in the first hour, an estimate to solve the issue will be provided via email.
  6. Work to solve the issue will begin once the estimate is approved.

Basic

Essential Updates
$300/mo
  • Uptime Monitoring: Every 1 Hr.
  • Core & Plugin Updates: Monthly
  • Security Patches: Monthly
  • Backups: Monthly
  • Offsite Backup: No
  • Security Response Time: < 48 hrs
  • Holistic: no
  • DDoS Mitigation Layers: Limited
  • Website Hack Guarantee no
  • Blacklist Monitoring/Removal: no
  • SLA Response: 48 hrs
  • SLA Monthly Reporting
  • SLA Emergency Off-Hours Rate: $250/hr
  • SLA Retainer: no
  • Auto-Engage: no
  • SLA Emergency: no

Plus

Maintenance + Retainer
$450/mo
  • Uptime Monitoring: Every 30 Min.
  • Core & Plugin Updates: Bi-Weekly
  • Security Patches: Weekly
  • Backups: Weekly
  • Offsite Backup: No
  • Security Response Time: < 24 hrs
  • Holistic: no
  • DDoS Mitigation Layers: Limited
  • Website Hack Guarantee no
  • Blacklist Monitoring/Removal: no
  • SLA Response: 24 hrs
  • SLA Monthly Reporting
  • SLA Emergency Off-Hours Rate: $200/hr
  • SLA Retainer: 1 hr.
  • Auto-Engage: 2 hrs
  • SLA Emergency: no.

Business

When uptime is critical
$1200/mo
  • Uptime Monitoring: Every 1 Min.
  • Core & Plugin Updates: Weekly
  • Security Patches: As Soon As Avail.
  • Backups: Live/Real-Time
  • Offsite Backup: Yes
  • Security Response Time: < 4 hrs
  • Holistic: yes
  • DDoS Mitigation Layers: 3, 4 & 7
  • Website Hack Guarantee: Yes
  • Blacklist Monitoring/Removal: Every 30 min.
  • SLA Response: Same Day
  • SLA Monthly Reporting
  • SLA Emergency Off-Hours Rate: $150/hr
  • SLA Retainer: 4 hr.
  • Auto-Engage: 30 min.
  • SLA Emergency: Included
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