Our Hosting Tiers do not come with a Service Level Agreement (SLA). However we are happy to provide an SLA for clients who have purchased an additional support package from Glow. To be eligible for this SLA you must have a current agreement with us that specifically references this SLA and a Unique Support Agreement ID (USAID) Number.
SLA
Unless explicitly stated otherwise, response times refer to normal Glow hours of operation and exclude Out Of Hours (OOH) support. If you do have an OOH support arrangement in place with Glow, you will have a password and pre-arranged commercial terms for it’s use with not less than T4 hosting.
Typically, invoking it will trigger a minimum 0.5d developer day billable event at not less than 200% normal Day Rate. By invoking this, you waive all rights for Purchase Orders relating to it. Our response will be on a best endeavors basis and all related fees payable regardless of outcome.
When we receive a support request we will categorise your request as follows:
| Category | Initial Response Time | Resolution | Example |
|---|---|---|---|
|
Emergency |
Within 4 hours | Within 48 working hours | Your website/application is down |
| High | Within 24 hours | Within 5 working days | A critical feature in your website/application is broken. e.g. a group of users can't login. |
| Normal | Within 72 hours | Within 30 working days or at next release | A non critical feature in your website/application is broken. e.g. search is broken. |
| Low | Within 72 hours | Within 60 working days or at next release | A non critical feature in your website/application is broken and there is a workaround or a minor issue. |
We will make reasonable endeavours to respond to your query and make a resolution within the time periods stated. Prior to us responding to a query you must ensure that you have a support package and have remaining credit or instruct us to open a support job.
Support Packages
If you require regular support then please talk to your account manager about a support package.
Contacting Glow for Support
Please raise issues using our support ticket system -> http://support.glow-internet.com/, for emergencies only please contact us on 0151 707 9770 or any special number referencedin your Unique Agreement.
We can only help you with services which we are billing you for, e.g. hosting availability, managed cloud email availability, or for current software we have produced for you. This excliudes legacy software and third party software.
Your support request may involve third party infrastructure, software systems, data, API's and such which are outside our control and third party websites, systems and software are specifically excluded.
Office hours are 9:30am - 5:30pm, Monday to Thursday and 9:30am - 4:00pm on Friday.