Commitments
- 99.9% Uptime Guarantee. We will keep your server(s) online at all times, excluding scheduled maintenance
- Backup Monitoring - we will monitor for backup failures / missed backups. If we find a missed backups we will raise a support ticket with you to discuss best next steps to resolve
- 24/7/365 service monitoring - we will monitor all services for your site and react accordingly to issues
- Standard Recovery Request - Charged at standard rate of £50 per hour minimum of 2 hours.
- Providing the latest versions of services required to run Magento. (This does not cover applying them to production)
Disaster Recovery
Our Disaster recovery service is free of charge and includes full hardware replacement and reinstallation of your website (from latest backups) and all work necessary to restore your website. Whilst the amount of time varies based on the amount of data, typically the process takes between 2 and 6 hours.
Compensation
If we fall below our SLA we will credit your account with 25% of your equivalent monthly fee, for every full 1 hour of downtime, up to a maximum amount of your equivalent monthly fee. In order to make a claim on our SLA, please contact our team with details, and we will investigate (verified by our logs and monitoring) your claim for you.
Business Hours
Our Office Hours: Monday to Friday 9:00 am – 4.00 pm GMT.
Getting Support / Support Tickets
Our support team is ready to assist you free of charge* via:
- Email Ticketing: support@mdoq.zendesk.com
- Control Panel: Chat
Our response times are as follows:
- Standard Requests: 2-4 hours (within business hours)
- Priority Requests: 0-1 hours (within business hours)
- Urgent Requests: 15-30 mins
* This covers base infrastructure support, for application/development support please refer to Application / Development Support.
Prioritization
In order for our team to prioritise support tickets correctly, any inbound ticket will be initially reviewed based on severity. We will assess the urgency of the ticket and assign it for priority response, or de-prioritise the ticket to "urgent", “high”, “normal” or “low” as applicable.
- Low - response within 8 business hours
- Normal - response within 2-4 business hours
- High - response within 0-1 business hours
- Urgent/Emergency - Production Site Down - response within 30 minutes (see Emergency below)
During business hours - it should not be necessary to submit an Emergency support ticket unless the issue is absolutely critical.
We expect you (or your partner agency) to have done as much due diligence as possible to rule out the possibility of the issue being application based before raising a support ticket.
Support tickets are subject to Fair Use
Emergency Requests
- Server is inaccessible and unresponsive from multiple locations
- Store is inaccessible and unresponsive from multiple locations
- Loss of ability to checkout (due to server issues)
Examples of non emergencies are:
-
You are looking to prioritise a non-critical request above others
- Any issue with a non-production instance
- Your store or server is not down and is fully able to transact
- You have released code that breaks the application.
Out of hours requests
Only critical issues* will be picked up by our team out of hours. We will perform all actions required to restore the site to a functioning site.
If you have an issue with your site that you feel is critical please set the priority of your ticket to "urgent" or if raising via email, start your subject with "Urgent:", this will notify our engineers. (This is subject to our fair use policy.)
Application based issues are not included free of charge in our "critical" issues. Whilst investigating an issue if our team identifies the cause of an issue to be application centric they will let you know so you can make a choice on how to proceed. (Please Application / Development Support see for more information)
* Critical issues - Where services are down or unresponsive.
Application / Infrastructure / Development Support
Our team is happy to assist with ad-hoc application issues, changes or development support. This falls under our normal response times.
For requests in business hours: £50p/h
For requests out of business hours: £120p/h
Whilst working on such tickets our team will work in 1 hour increments, if not resolved they will require confirmation that you are happy for us to continue investigation. The cost for this work will be automatically added to your bill for that month.
Examples
- Module installation
- Installing custom binaries not required by core Magento
- Fixing an application issue
- Configuration of WAF
- Applying service updates to production. (This is possible yourself through our UI)
- Debugging performance issues
- Configuring Magento / modules
Fair Use
Whilst it can be difficult to establish whether an issue is caused by hardware or software, we operate a fair use policy which aims to ensure our services are maintained at the highest level. If therefore we find certain customers are repeatedly raising priority support tickets with us which turn out to be software related, we will consult the account holder to discuss the situation and guide you in the best way possible. Please note we constantly monitor and report internally upon:
- Tickets Raised Versus number of "High Priority" (Fair use policy)
- User raised tickets, application issue vs infrastructure issue