Service Level Agreement (SLA) – Our guarantees to you.

Our driving purpose is to take care of your business and to make sure things go as smoothly as possible. And if for some reason they don’t, you’ll be surprised at the lengths we go to make it right. If we don’t live up to our pledge to serve you – like an extension of your team – we will let you leave Blue Chip Online before your commitment is up.

Our Guarantees to You

Service Level Agreement (SLA) – our guarantees to you.

  1. Support SLA
  • Live Support from 8AM CST-6PM CST & through the customer portal
  • After Hours support via ticketing system through customer login
  • Guaranteed 1hr response time 24/7, 365 days a year.
  • Websites will be restored within 5 hours of ticket request.

 

  1. Hosting SLA
  • 100% Uptime Guarantee from the Global Internet
    • Excluding maintenance, hardware changes & software upgrades
    • Denial of Service Attacks do not apply
  • Hardware Replacement Guarantee
    • 30-minute Hardware Replacement Guarantee
    • 5 Hour backup restore

 

  1. DigiPromise Request
    • To enact the Digipromise, the customer must contact their account manager.
    • Reference Digipromise here.