Eyedea Support

OVERVIEW

Our standard support offering is designed to provide a solid foundation upon which a site can be maintained and supported long-term. Our support arrangement covers both the hosting-level and application-level support requirements of running and maintaining a website or web application.

Any incident raised will be logged in our ticketing system, and subject to our standard response time guarantees. For all clients, the severity and impact of the issue will determine the order with which they are attended to. There are no "favorites" or "special treatment" applied to any client(s).

Overall, our support contract comprises 3 billable elements:

1. Retainer
2. Incident Fees
3. Resolution Fees

The retainer is payable annually, and is required in order to keep your support contract current. If this goes unpaid, the support contract is considered expired and the services it provides are removed. This is $15.00 per month, paid annually at $180.00 per annum.

For each incident raised, the incident fee will apply. This is payable once per incident, and covers the first 15 minutes of resolution, as well as the time taken to switch a developer onto your incident.

Resolution fees apply per 15 minutes spent on investigating and/or resolving an incident after the first 15 minuites. If the incident is determined to be fixable under a valid warranty, the resolution and incident fees are waived. It's important to note that most customers first year's retainer is included in your development contract, however in order to keep our warranty valid, our warranty terms still need to be followed or the incident will be billable.

Item	Retainer	Incident	Resolution
Fee	$180.00	$55.00	$30.00

HOSTING SUPPORT

The services we offer for hosting support vary on whether or not we are in control of the services we're being requested to support.

If we are in control...

1. Configuration of hosting services, including DNS modifications and email account creation/management
2. Daily and weekly backups, to 14 retention points
3. 24/7/366 infrastructure monitoring and maintenance
4. Firewall and security monitoring and maintenance
5. Operating System maintenance (such as patching found bugs such as Heartbleed)
6. Domain name management and updates

Infrastructure, firewall, security and operating system monitoring and maintenance services occur automatically, and do not incur incident fees.

If we are not in control...

1. Communication with your hosting company on your behalf for any of the above issues

For everyone...

1. Use support (e.g. setting up your email client)

Our ability to support your third-party hosting services will be dependent on us having access to your account, and being an authorized contact with your hosting company so that we can communicate directly with them on any issues that you experience.

As much as possible we will be happy to have remote sessions with you to help with any local configuration issues, but these will be limited to instances involving hosting services (e.g. email). Further support is available but outside our area of expertise.

WEBSITE SUPPORT & WARRANTY

The support we offer for web services has an obvious close link to our warranty.

The process for investigation of an incident is the same regardless of warranty standing on the issue, however:

1. If the incident is covered by warranty, no incident or resolution fees apply
2. If the incident is not covered, resolution fees will be incurred for the investigation time spent before determining that the incident is not covered by warranty

Warranty standing is determined by the following conditions:

1. The specific fault was present in code which was authored by Eyedea (i.e. bugs introduced by third parties, or in frameworks/software, are not covered); and
2. The system produces the specific fault on the initial hosting platform the solution was deployed to, or the current hosting platform was designed and implemented by Eyedea
3. A support contract has been in place and uninterrupted since the end
4. All site contributors make their code contributions via our DVCS (more on this below)

Regardless of the warranty standing, our web support covers diagnosing and repairing any web faults or minor modifications as the primary focus.

Your support retainer also covers the implementation of a Distributed Version Control System -- to ensure that all parties contributing to the site code (developers, SEO/SEM companies etc) stay in sync with each other and that all changes are logged and tracked

Other support services include:

1. User support ("I forgot how to..."; "I'm trying to..."; "I can't work out how to..." type questions)
2. Site reviews ("I want to make xyz better"; "Why is abc happening?" type questions)
3. Developer handover (familiarize new contributors to the site structure, assist them in making their changes)
4. Integration reviews (reviewing other contributors code)
5. Site changes (< 1 hour to complete -- longer than this a fixed price quote is given)

TERMS AND CONDITIONS

You agree to the following terms and conditions:

1. Once you signup to a support plan you will be on a continuous billing cycle until you manually terminate your support agreement, this can be done by going to eyedea.com.au/support anytime and selecting the 'change an existing support agreement' and type in your support ID.
2. You will be charged your annual retainer fee of $180.00 every 12 months, all other support will be logged in our support system and at the start of every month your credit card will be billed for the total amount of support for the month previous.
3. If you choose to cancel a support agreement there are no refunds of your retainer.
4. If you select to re-sign up to a support agreement after cancelling it you will have to pay your annual retainer again.
5. All transactions will attract a 3% credit card surcharge.
6. We reserve the right to change conditions and pricing of our support agreements at anytime, however you will be informed of this change before it proceeds.
7. You have read, understand, agree and accept our standard terms of trade (this can be found at http://www.eyedea.com.au/terms)
8. You have read, understand, agree and accept our standard hosting agreement (this can be found at http://www.eyedea.com.au/terms)