|
The following general protocol is followed when a
Client requests maintenance activities or other services
from WHG that will go against there Bulldog
Support Plan.
For general site maintenance or system support
requests:
|
Agent |
Actions & Turnaround |
|
Client |
- Submit requests to the maintenance email
address:
maintenance@webheadgroup.com.
Note: WHG will assume all submitted requests
have been internally reviewed and approved.
- Include the following information in the
email:
- As much detail as possible describing the
needed change or issue, including screen
shots if possible.
- If there is a critical due date or
turnaround time needed (minimum standard
turnaround is 2 business days). Note:
maintenance items requiring an expedited
turnaround will incur an additional charge.
- If an “estimate of hours needed to
complete the work” has to be sent and
approved prior to working on the request.
- Contact information for the person
coordinating the maintenance request.
|
|
WHG |
- Upon receipt of the request:
- Respond with an hours estimate within two
(2) business days, if asked for by the
client.
- Contact the client for additional
information or clarification of the request,
if needed.
|
|
Client |
- Review and approve the estimate, or
contact the WHG point-of-contact for
discussion and revision.
- The estimate must be approved by the
Client Approval Authority before expenditure
of any service hours.
|
|
WHG |
- Upon receipt of the estimate approval or
initial waiver, schedule the activity within
the standard maintenance work queue.
- Notify the client with an estimated
completion date – minimum turnaround time is
2 business days.
- Execute the activity as planned.
- Notify the client of completion of
the activity, and any testing required.
|
|
Client |
- Review and approve the change(s), or
contact the WHG point-of-contact for
discussion and revision.
|
|
WHG |
- Track all expended hours.
|
Note: A time
estimate is provided to assist with client internal
prioritization. Expended hours are tracked and/or
charged on a straight “time and materials” basis. ALL
time required to address a service request will be
billed, including client communication, request
coordination, technical research and troubleshooting,
design, development, functional testing, systems
configuration, etc.
For complete site outages –website,
web-based applications and/or administrative areas:
|
Agent |
Actions & Turnaround |
|
Client |
- Submit requests to the maintenance email
address:
support@webheadgroup.com.
Do not let this alarm you – we monitor this
mail box hourly.
- Include the following information in the
email:
- As much detail as possible describing the
outage, any events leading up to it,
displayed error messages, etc.
- Contact information for the person
coordinating the outage request.
|
|
WHG |
- Upon receipt of the outage notice,
contact the client for additional
information or clarification, if needed.
- Take immediate and necessary steps to
restore service.
- Notify the client of completion of the
activity, and any testing required.
- Determine if the action is billable
against the maintenance account – this is
typically due to a client-created outage,
ex. a client with FTP access to their site
over-writes all site files, causing an
outage.
- Notify the client of any third party
charges and/or maintenance account
expenditures.
|
|
Client |
- Review the third party charges and/or
maintenance account expenditures - contact
the WHG point-of-contact for discussion as
needed.
|
|
WHG |
- Track all third party charges and/or
expended maintenance hours – invoice the
client as needed.
|
Note: All
billable expended hours are tracked and/or charged on a
straight “time and materials” basis. ALL time required
to address a client-created outage will be billed,
including client communication, request coordination,
technical research and troubleshooting, design,
development, functional testing, systems configuration,
etc. |
