Support & Maintenance

Rather than just development something and let you deal with it, we want to be trusted partners through the lifespan of your project. We’re able to offer dedicated or semi-dedicated development support. For more ad-hoc and sporadic needs we’ve implemented a consistent Support policy based on different Service Level Agreement (SLA)

What exactly is a SLA?

A SLA is a Service Level agreement. It basically sets the level of service you should expect from us. Different levels of service — usually better translated as "speed" — will have different prices and conditions. All of these are outline below. When submitting a request — to resolve a bug, to add a new feature or to do some task on your project you'll pick a SLA.

What SLA should I pick?

Generally speaking, you'd be better positioned to answer that question but ultimately it comes down to how fast you want it done. You can pick SLAs on a per-request basis. This means you can prioritize a request — and pay a bit more for it — and let other follow it's due (longer) course.

How does it work?

  1. Submit your request — always use this form to submit requests and ensure they get handled within the terms of our SLAs.
  2. You will have the chance to adjust the urgency and associated SLA as well as to detail your request. If it is for an issue you might want to add browser and device information. 
  3. Under the chosen SLA, your request will be assigned to a manager on-duty that will analyse your request and acknowledge it. He/She might ask additional questions to get clarity on the request. 
  4. Once the request is clear it will be assigned to a developer on-duty. Please know this might (or not) be the developer that worked on your project. The developer will work on your request right away (for Premium and Gold requests unless noted otherwise) or provide an estimation. 
  5. For Standard requests or those where that was requested an estimation and estimated start date will be provided for your review.
  6. Once you approve the request (or in the case of Gold and Premium SLA levels) it will be scheduled and later our team will work on it.
  7. You will receive regular updates on progress.

Our Service Level Agreements

Learn about the cost and guarantees associated with our SLAs. Please note that resolution time varies depending on request complexity.

Premium and Gold assume requests of less than 8h (but larger requests can also be accommodated with different resolution expectations). Standard requests can take up to 30h, for anything other than that a custom quotation must be requested via [email protected]

Premium

(within 8.00am — 7.00pm GMT)
Initial Acknowledgment: 1h

How long before someone acknowledges your request and passes it along internally

Estimation: Upon Request

Please note estimations are only provided upon explicit request, or otherwise we'd start on the request. Estimations might delay the request resolution with associated back and forth.

Initial Assignment to Start: 2h

How long before someone on the team starts working on your request.

Update frequency: Every 2 Hours

You'll get an hourly update on the status of your request, after being acknowledged

Resolution in: Few Hours*

Most requests get resolved within 2-3 hours. But this will vary given the complexity of the request

Urgency Fee: 40 EUR

Regardless of the time spent and even if request is later cancelled or development is deemed not necessary

Rate multiplier: 2x

The agreed rates are multiplied by 2 for any request submitted within "Premium"

Premium

(from 7.00pm to 8.00am GMT)
Initial Acknowledgment: 3h

How long before someone acknowledges your request and passes it along internally

Estimation: Upon Request

Please note estimations are only provided upon explicit request, or otherwise we'd start on the request. Estimations might delay the request resolution with associated back and forth.

Initial Assignment to Start: 3h

How long before someone on the team starts working on your request.

Update frequency: Every Hour

You'll get an hourly update on the status of your request

Resolution in: Few Hours*

Most requests get resolved within 2-3 hours. But this will vary given the complexity of the request

Urgency Fee: 75 EUR

Regardless of the time spent and even if request is later cancelled or development is deemed not necessary

Rate multiplier: 3.5x

The agreed rates are multiplied by 3.5 for any request submitted within "Premium"

Gold

(valid within working hours)
Initial Acknowledgment: 6 Hours

How long before someone acknowledges your request and passes it along internally

Estimation: Upon Request

Please note estimations are only provided upon explicit request, or otherwise we'd start on the request. Estimations might delay the request resolution with associated back and forth.

Initial Assignment to Start: 24 Hours

How long before someone on the team starts working on your request. Counted from Acknowledgement.

Update frequency: 2x / 24h

You'll get two updates per day on the status of your request, after it being started.

Resolution in: Couple Days*

Most requests get resolved within 72 hours. But this will vary given the complexity of the request.

Urgency Fee: NONE
Rate multiplier: 1.4x

The agreed rates are multiplied by 1.5 for any request submitted within "Gold"

Standard

(valid within working hours)
Initial Acknowledgment: 5 working Days

How long before someone acknowledges your request and passes it along internally.

Estimation: +5 Working Days

You should expect an estimation of your request within 5 working days of acknowledgment, this should then put you in a position to decide to move forward or not with it.

Initial Assignment to Start: up to 2 weeks

It can take up to two weeks for someone to be assigned to your request from its submission. We'd always try to beat that. If your request (or a combination of requests) takes longer than 30h, the time until assignment might be longer.

Update frequency: Every 3 working Days

You'll get an update on the status of your request every 3 days until it is closed

Resolution in: Varies

Duration of request resolution will vary based on complexity. You will be informed when estimated.

Urgency Fee: NONE
Rate multiplier: NONE

FAQs

Read through our FAQs. Still have questions? [email protected] would be here to help. 

Under the basic SLA terms, requests are handled and treated via email with updates given via this medium as well. If you have a significant number of requests open we might offer to create and give access to a Clickup project board where you can track progress, but in the vast majority of the cases this won’t be done by default.

It can, however, be requested. In such cases, the project management cost of keeping these updated will be charged in addition to the time associated with the tasks.

As a basic consequence of not meeting the response times guaranteed within the chosen SLA for a particular request:

1. Any urgency fees will be waived;
2. Any multiplier to rates will be waived. 
3. A discount ranging from 5% to 15% will be applied to the request cost, depending on the severity of the delay/breach of SLA.

 

As outlined above any requests submitted under a Premium or Gold SLA will not be estimated unless noted (and that might lead to a delay). Standard requests will. If you did not get an estimation for a Standard request let us know. 

All projects developed come with a 2-month guarantee where bugs aren’t charged and are fixed. From here, regardless of type of requests all are chargeable. 

If you do not have an active maintenance contract, all requests carry a 175 EUR minimum.  

Our SLA guarantees we’ll start on any given issue that does not take more than 30h within 2 weeks. It doesn’t mean it will take 2 weeks. The actual time to deliver something will depend on:

1. Start time
2. Type and lenght of requests
3. Your ability to provide necessary information and feedback on time.

In any case, if you feel we breached the SLA, please reach out to [email protected]

Charges will depend on current commercial agreements in place. These will either be deducted from your mutual balance / hour credit or charged either with the delivery of request with Net-15 terms or at the end of the month with NET-10 terms. 

Estimations are supposed to be indicative to help you assess feasibility of a request. The actual charge associated with a request might vary but we cap any variation at 120% of the request price. This means that when we hit that mark, we’ll either finish the request and absorb any difference or let you know why something is taking longer and re-assess if we should continue and what the potential additional cost is.

For any deviation you can ask for more details on reasons. 

In the same spirit, a task might take less than initially estimated. 

Update calls on whatever frequency for Support & maintenance  requests are not provided unless noted.

These can, however, be requested at any time and carry a cost of 50 EUR or 55 USD-/h

We're here...

My name is Elias and as a Client Success Manager at ColorElephant my goal and that of our entire team is to ensure everything goes smooth. Need help? Shoot me an email.