Service Level Agreement
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      Elevation Extended Service Level Agreement (SLA)

      Customer Success Team – Response and Resolution Guidelines

      At Elevation, we understand the importance of providing timely and reliable support to ensure the seamless operation of your website and services. Our Customer Success Team is dedicated to delivering efficient and effective solutions for both critical and non-critical tasks. This Extended Service Level Agreement (SLA) outlines response times, resolution expectations, and procedures for various types of support requests to ensure clarity and transparency in our service.


      1. Definitions

      To provide clarity, the following terms are defined:

      • Urgent Support (Critical Issues): Issues directly impacting the functionality, availability, or security of the website, requiring immediate attention.
      • Standard Support (Non-Critical Issues): Tasks or requests that do not affect core website functionality but still require resolution.
      • Response Time: The time within which the Customer Success Team acknowledges and begins working on a ticket.
      • Resolution Time: The timeframe within which a resolution or next steps are provided.
      • Actionable language refers to clear, specific, and detailed communication that enables the support representative to understand the issue and take the appropriate steps to address it.
      • Non-actionable language is vague, incomplete, or unclear, making it harder for the support team to identify the problem or provide a timely and accurate solution.

      Tickets must be created through the Client Support Portal to ensure timely acknowledgment and assignment.


      2. Hours of Coverage

      Support hours are as follows:

      • The Elevation Customer Support team provides assistance Monday to Friday, from 9 AM to 5 PM ET, through our portal or email. 
      • The Pressable Customer Success team provides hosting support over email 24/7/365. 

      3. Client Responsibilities

      For efficient support, clients must:

      • Submit tickets exclusively via the Client Support Portal to ensure proper tracking and prioritization.
      • Provide clear and complete descriptions of issues & examples where applicable; including its category, screenshots and/or relevant details.
      • The request must include professional actionable language
        • Actionable Language: Clear, specific instructions with defined steps and deadlines.
          • Example: "Update the header with the new logo by next Friday."
        • Non-Actionable Language (what not to do)
          • Example:  "Can someone fix the logo issue?"
      • Include all necessary access to accounts or resources upon request.
      • Respond promptly to queries from the Customer Success Team to facilitate faster resolutions.

      4. Response and Resolution for Urgent Support (Critical Issues)

      Critical issues are those that directly impact the functionality, availability, or performance of your website. These require immediate attention from our team to ensure minimal disruption to your business operations.

      For Urgent Support, the Customer Success Team will:

      • Respond within 24 hours of receiving the support request.
      • Provide a resolution or next steps within 48 hours to address the issue or outline a plan for further resolution.

      Examples of Critical Issues include:

      • Website Down: If your website is not accessible or experiencing major downtime.
      • Severe Website Errors: Significant bugs, errors, or functionality issues preventing core features from operating.
      • Security Vulnerabilities: Risks related to data breaches, hacking, or unauthorized access.

      Resolution Commitment:
      We are committed to resolving critical issues swiftly. If a resolution cannot be achieved within 48 hours, we will provide an actionable plan with estimated timelines for full resolution.

      5. Response and Resolution for Standard Support (Non-Critical Issues)

      Non-critical issues typically involve tasks or requests that do not impact the core functionality or availability of the website.

      For Standard Support, the Customer Success Team will:

      • Respond within 24 hours of receiving the request, including requests for clarification or follow-up questions if needed.
      • Provide within 48 hours an estimated timeline and the number of support hours required for task completion based on the complexity of the request.

      Examples of Standard Support requests include:

      • Content Edits: Updates to text, images, or media on your website.
      • Design Adjustments: Changes to the visual layout, style, or structure.
      • New Templates or Functionality: Adding new features or layouts requiring development/testing.

      Resolution Commitment:
      Non-critical tasks will be prioritized appropriately. We will provide an estimated timeline for completion and ensure regular communication throughout the process.


      6. Response and Resolution for Other Service Requests

      Other service requests, such as new quotes or general inquiries, will be addressed within the following timeframes:

      • Respond within 24 hours
      • Provide an estimated timeline, quote, and next steps, within 48 hours.

      Examples include:

      • New Quotes: Pricing or proposals for upcoming projects.
      • General Questions: Best practices, guidance, or non-urgent inquiries.

      7. Exclusions and Important Considerations

      While we strive to meet SLA commitments, the following factors may impact response times:

      • Third-Party Plugins or Tools: Issues caused by unsupported plugins or integrations.
      • Custom Development Work: Extended timelines for resolving non-standard or custom-built features.
      • Unsupported Platforms: Delays may occur for platforms outside our regular scope (e.g., non-WordPress websites).
      • Non-Actionable Language: Requests that are vague, unclear, or incomplete may delay resolution as additional clarification will be required to proceed.

      We will always communicate potential impacts and offer alternative solutions when necessary.