Service Level Agreements (SLA) ^●

The Service Level Agreement (SLA) is a contractual document that defines the service levels and commitments of Maintenance WP as part of the website maintenance service. It precisely sets out the support conditions, guaranteed response times, and intervention procedures according to the criticality level of incidents. This document serves as the reference framework for service quality, detailing the agency’s responsibilities, the resources implemented, and the performance indicators used to assess the quality of the service provided to the client.

Service Availability

• Monitoring 24 hours a day, 7 days a week, 365 days a year
• Technical support available Monday to Friday from 9 a.m. to 6 p.m.
• 24/7 technical on-call service for critical incidents
• Based in France with French-speaking teams

Incident Classification

Level 1 – Critical

• Website inaccessible
• Major security issues
• Maximum response time: 1 hour
• Intervention time: immediate

Level 2 – Major

• Significant malfunctions without total blockage
• Significant performance issues
• Maximum response time: 2 hours
• Maximum intervention time: 3 hours

Level 3 – Minor

• Minor bugs
• Various optimizations
• Maximum response time: 48 hours
• Maximum intervention time: 72 business hours