SLA Business support
The software you run is a critical component of your digital strategy. A business level SLA keeps it running smoothly, with contracted response times, priority bug fixes, and dedicated professional support from the only official Grav CMS SLA provider.
Every other layer of your stack is covered by a support contract. Your CMS should be too.
Trilby Media is the only official Grav CMS SLA provider.
When you build a web based solution, your infrastructure is secured by a series of agreements that cover each layer of the architecture. The data center, the servers, the operating systems running on them, and finally the software that powers what your end users actually touch. Trilby Media is the only official Grav CMS SLA provider, and the contract is with the person who wrote Grav.
Trilby Media already supports an open source community of thousands of end users, keeping Grav continuously updated with bug fixes, security patches, and new features. A business level SLA gives you priority access as a trusted partner, so your issues are addressed quickly and efficiently. Pick the plan that fits your organization, or get in touch and we can work out a custom arrangement directly.
01 The plans
Four ways to buy time. Gold and Platinum are ongoing retainers with contracted response times. PAYGO is a pre-purchased block of hours. Enterprise is built around whatever your organization actually needs.
All plans cover a single Grav instance. Multisite installations of Grav count as one instance. SLA contracts cannot be resold to third parties.
02 What is covered
Every business level SLA covers Grav CMS itself, every official Team Grav plugin, every Trilby Media plugin, and the whole Grav Premium catalogue. The lists below are examples, not the limit.
The platform itself, including security patches, bug fixes, and version upgrades.
For example:
For example:
All 15 premium plugins and both premium themes, for example:
I will work to solve any problem arising from the software above, and I can also provide insight and assistance on the platforms and server software that Grav depends on to run well.
03 Communication
Communication with clients is most of the job. Depending on the plan you choose, you can reach me through any of these.
04 Questions
Generally speaking it covers a single instance. Multisite installations of Grav are considered a single instance.
Standard bug fix hours accrue and roll forward each month, so unused hours in one month are available in the next. Hours can accrue for 6 months before they expire. For example, if you have paid for 7 months of any SLA plan without using any hours and then suddenly need them, the first month has expired, leaving you 6 months of accrued hours to draw on. These hours are available for as long as you maintain an SLA plan.
Depending on current obligations, I expect to start work on any non-critical bug fix within 5 business days of receiving the full details of the issue. If the issue is large and will require a significant expenditure of hours, I might need more lead time to get started. This is not a fixed amount, as I will always attempt to start as soon as possible, so work could begin within a few days, but certainly not longer than 10 business days.
Once work has started on your issue, I will keep working on it in a timely fashion until it is resolved. If the issue takes longer to resolve than the currently accrued hours allow, we will discuss how best to move forward, potentially using hours from future months.
I will first attempt to solve the problem in a test environment, which means I need a copy of your current setup to recreate production as closely as possible. If that does not suffice, I will need access to your systems to debug the problem properly and provide an appropriate solution. An NDA should be in place as part of the SLA services.
For your security and data privacy, I strongly prefer to have a Non-Disclosure Agreement in place as part of setting up the SLA.
The Gold and Platinum plans let you rely on Trilby Media as an available resource whenever you need it, paying a monthly service fee that covers standard support and bug fixes. Priority bug fixes carry an additional cost. The PAYGO plan instead lets you pre-purchase a block of support and bug fixing hours.
You purchase a block of hours, and those hours are drawn down as I handle any support or standard bug fix issues that arise. For a standard bug, every hour spent on the issue applies as one hour against your block. If the issue is a priority bug fix that needs to be addressed immediately, 2 hours apply for each hour spent resolving it. If all your available hours are used before the issues are resolved, you will need to purchase more hours to continue. Unused PAYGO hours expire 1 year after purchase.
05 Exclusions and limitations
Trilby Media reserves the right, in its sole discretion, to limit or refuse to support and maintain derivatives made by a customer, as such derivatives may impact Trilby Media's ability to perform support.
Trilby Media will support each major version of the supported applications for a minimum of twenty-four (24) months from the date it is generally available. Trilby Media will not be responsible for: (a) correcting any errors not reproducible by Trilby Media on the unmodified supported applications, or errors not caused by Trilby Media or the supported application; (b) the customer's failure to implement all updates and upgrades provided by Trilby Media; (c) changes to the operating system or environment which adversely affect the supported applications; or (d) accident, negligence, or misuse of the software.
Trilby Media may develop and provide updates in its sole discretion, and has no obligation to develop any updates at all or for particular issues. Updates may be provided via download from a website designated by Trilby Media, with no obligation to provide them via any other media. Support services do not include any new version or new release of the software that Trilby Media may issue as a separate or new product, and Trilby Media may determine whether any issuance qualifies as a new version, new release, or update in its sole discretion. In some cases the customer will be required to upgrade to the latest release of Trilby Media software to receive the fix for an issue or defect.
Trilby Media reserves the right, in its sole discretion, to designate any of the supported applications as end of life. As a condition of moving the lifecycle status of a supported application to end of life, Trilby Media will make available or continue to provide an alternate application with comparable functionality. If Trilby Media decides to discontinue a supported application entirely, at least six (6) months' prior written notice will be given so customers can upgrade or migrate to other available solutions.
Tell me which plan looks right, or describe your setup and I will tell you which one actually fits. Custom terms are always on the table.