Sitecore SLA Support Helpdesk
A Certified Sitecore Solution Partner, we’re here around the clock to ensure you have the Sitecore Support you need – even in the middle of the night!
With the Sitecore Service Level Agreement, you can be rest assured no matter what happens with your technology, our Sitecore Helpdesk will be there to solve the problem and get you back in working order in no time.
When it comes to Sitecore, we pride ourselves on being experts in the field, which means your technology and your business will always be safe in our hands.
Welfare of Service Level Agreement Support
Errors and unexpected behaviours can happen from time to time but you don’t need to suffer through it alone. At Apiqu, we work with you from start to finish to ensure Sitecore is always working at full capacity and updates are installed in a timely, hassle-free manner.
With Sitecore SLA Support, you’ll have direct access to experienced, knowledgeable personnel who are on hand to answer questions and resolve any issues that may arise.
Our customers are our first priority, which is why we do our best to reach quick resolutions that allow you and your business to get back to the work that matters most.
Your needs are as unique as your business, so we offer four different service packages to support your varying needs. You choose what works best for you whether that’s Standard Package (Business hours 9AM - 5PM) or Premium Package (24vv/7), and we’ll set you up with easy monthly payments to make your Sitecore SLA streamlined and simple from day one.
|Severity Level||Standard (Business Hours)||Premium (24/7)|
|P1 - Service Outage||2 hours response time,
updates every 2 hours
|1 hour response time.
updates every hour
|P2 - Technical Issue||4 hours response time, updates twice a day|
|P3 - Information Request||8 hours response time, updates once a day|
A severe problem that prevents an existing production system from operating where no workarounds can be implemented as for example:
- Production system is down
- System crashes, freezes or terminates uncontrollably
- Corruption or loss of data
- Compromised security
Apiqu personnel will be assigned to work on the resolution on a 24×7 basis to either resolve the issue or develop a reasonable workaround. A phone call is required for the 60 minutes response target. Email has a 2 hour response target.
A less severe problem that may restrict a production system, but does not prevent it from operating. The problem may affect development, testing or migration efforts as for example:
- Loss of service resulting in restricted business operations
- Severe performance problems
- Production down issues for which a workaround has been implemented
- Blocking development issues
Includes technical questions or configuration issues related to Sitecore. Apiqu personnel will be assigned to work on the resolution continuously during business hours until either the issue has been resolved or a plan has been developed and mutually agreed upon.
A problem with little or no impact to production, testing or development environments. Nuisance issues, or questions about product functionality and usage as for example:
- Limited loss of service resulting in minimal impact to business operations
- User interface or cosmetic issues
- Content adjustments
- Inconveniences that do not restrict use of the Sitecore
- Questions regarding the use of, or future plans for, the Sitecore
Apiqu personnel will be assigned to work on the resolution at the time of response or as soon as practicable thereafter.
You’ll never have to worry about hanging on a phone line with Apiqu. We make sure you can contact us easily by offering support through phone, email or an online support help desk. Whatever you need, whenever you need it, our team of Sitecore experts is there to help you every step of the way.
Apiqu is dedicated to providing our clients the best service possible. That means we stick to our deadlines, work with your budget, and always use Sitecore best practices in our work.
At Apiqu, we’re here to make your Sitecore world a little better.
Technology can be unpredictable but at Apiqu, we provide service you can count on. Our Sitecore SLA is designed to help you get through those hiccups quickly and with as little stress as possible.
At Apiqu, we won’t just get your business back on its feet, we make sure your solution is in top notch form so your team can hit the ground running as soon it’s back online.