Overview of Red Sky’s Maintenance & Support Service

Red Sky guarantees the following level of service following the site going live, and will facilitate any service level requirements above this that you require.

- 9am – 5.00pm support Mon-Fri – the Red Sky support line is open between 9am and 5pm.

- Immediate Response – you will receive an automated email response from Red Skys’ online support system to confirm receipt of your support/maintenance request by the Red Sky support team.

- 24 - 48hr completion time for all minor technical support issues. 

Any technical support queries must be reported to Red Sky by email. In the event that the support or maintenance request is urgent then please contact us by telephone (+353–1-887 8620) but please remember to send in an email of the support request via email so that your support request is logged systematically and then can be tracked and attended to by the support team. We cannot guarantee systematic undertaking of your support request unless it is emailed to our support team so please send all support and maintenance requests to this email address in order to ensure your support request is attended to without delay.

 

Fig1. Screenshot of Red Sky’s Support System

 

An automated response will be communicated to your contact representative immediately and the support issue will be dealt with within 24-48hrs of the support query being received, outlining source or difficulty and/or action taken to resolve it. The failure of any software or server will be given priority status and will be acted upon immediately.

A Red Sky completed site will be covered by a 90-day warranty when hosted on Red Sky’s server. Support offered under this warranty is limited to software failures, technical faults and hosting difficulties. The warranty does not include site upgrades, additional features, pages or functionality. Support or maintenance carried out after 90 day warranty period is billed for under the terms of our maintenance & Support agreement.

 

Typical Maintenance and Support Duties

  1. Website Text Updates: All text supplied by the customer must be proofed and supplied in a suitable electronic format such Microsoft word.  Red Sky require that the format of how the text should appear is clearly communicated.
  2. Website Images and Graphics Updates: All images supplied by the customer should be in a PC readable format (e.g. *.jpg, *.gif, *.bmp, *.tif). Graphics should be supplied in their original source mode (e.g. *. psd, *.eps)
  3. Image Adding/Modifying/Sourcing: Services will include; graphic optimisation, cropping and re-sizing.  Red Sky will advise on whether supplied graphics are of a suitable quality.
  4. Hosted Email Maintenance and Support: Included as part of the Maintenance and support services are minor fault issues in connection with email assuming the client is using Red Sky to host its mail.  The initial set-up and provisioning cost of hosted email every year (is charged on a data storage and number of mail boxes) are not included as part of Maintenance and Support.
  5. Domain Name Maintenance:Also included under this agreement is maintenance of domain name Administrative and Technical contact details for clients that have registered their domain name through Red Sky.  Red Sky will ensure domains are renewed in advance of the expiration date to ensure domain remains active..
  6. Addition of Pages and/or Sections: Red Sky will add new pages and/or sections as you require as part of the maintenance and support agreement. If considerable changes to the site architecture, front-end design or technology are required than this may constitute development work.
  7. Training: Any training or detailed consultation undertaken with the client (above and beyond an agreed initial training session).
  8. Minor Bug Fixing and Application Tweaks:  Red Sky defines minor bugs and application tweaks as application or database tweaks that take less than 2hrs to fix.  Red Sky will fix bugs as they arise during the course of the sites existence. Bugs that occur within 90 days are covered by warranty and will be undertaken free of charge (this applies only where a site is wholly developed by Red Sky from start to finish).

The maintenance contract does not include the following: 

  1. Design of new pages and or sections that require changes to the sites information architecture or front-end design that requires significant re-work.
  2. Software Application/database development (except as covered by the term minor tweaks set forth)

1.3Maintenance and Support Request Systems and Procedures

 

Contacting Red Sky

 

Maintenance Contract clients are recommended to log all issues and support requests with the Red Sky technical support team via our support team. This will ensure that all requirements are immediately logged with our ticketing system and speedier and more accurate response can be achieved.

 

Turn-Around Time on Support/Maintenance Requests

Contracted maintenance requests will be completed within two business days of initial request. Exempt from this are changes or updates that require more than 2 hours to complete or where further consultation with the customer or a third-party is required or in-depth technical investigation is needed. The failure of any software or server will be given priority status and will be acted upon immediately.

 

Phone/Fax/Post Support

Red Sky accepts support and maintenance request via fax and post. Support issues can be discussed over the phone but the client must send an email to our support team to confirm their request otherwise we cannot log the request and guarantee its completion.

 

Tracking Support/Maintenance Request Hours
Red Sky will track and record all support issues worked on and the numbers of hours spent on each. All contract clients will receive a report of issues worked on, hours spent, remaining balance of hours on contract. To accurately provide this service Red Sky will employ and use Excel timesheets. These time records will be used for billing purposes and for notifying clients with maintenance contracts of their monthly usage of purchased hours.

Hours spent by the Red Sky team on support/maintenance requests in the addition to the agreed maintenance hours purchased will be charged at per the agreed rate. Red Sky will keep a record of additional time spent in this regard and will invoice accordingly. The client can request fro a copy of maintenance timesheets at any time.

 

Contract Duration 

Twelve months rolling contract. Note: If you wish to cancel your maintenance and support contract with Red Sky you must do so 3 months in advance of term in writing. Otherwise, Red Sky will ensure that the necessary resources are in place to support and service your account. Also, unused hours can not be used in subsequent years. The client should make it their business to use their hours so to keep their website updated. 

 

Payment Terms

The following shall apply to all orders accepted by Red Sky except insofar as they are varied by or inconsistent with special conditions imposed by Red Sky on any tender or order. No conditions imposed by the Client will be of any legal effect unless accepted in writing by Red Sky.

Maintenance & Support: Payment should be made to Red Sky annually within 30 days of the date of renewal each year.  An invoice will be issued automatically each year at the date of renewal (unless cancelled in advance at 90 days notice). Full payment is required in order for Red Sky to undertake maintenance & support on your account.

The client understands that once Red Sky had been engaged in a maintenance & support agreement Red Sky immediately allocates considerable time and resources to your project in areas such as analysis, consultation; technology review, setting up test environments, document preparation etc. to ensure maintenance and support can be carried out in a professional manner. In addition, Red Sky may have had to decline another project in other to ensure sufficient resources could be allocated to your project. Indeed, Red Sky may need to either hire or contract the services of a third party to assist in the servicing of this contract. For this reason, the notice period to cancel an Annual Maintenance & Support contract is 90 days.

Interest on late payments (greater than 30 days from date of invoice) is set at 11% per annum (7% over the European Central Bank main refinancing rate of 4%) in accordance with the Late Payment in Commercial Transactions Regulations 2002. Where we have to retain the services of a Credit Controller to collect payments not received within 30 days of date of invoice, the Client may be charged a late payments collection fee. For each 30 day period after the initial 30 days credit the there is an additional late payment accrual of 4% compound per each 30 day period. 

 

Liability

Red Sky’s liability to the Client, and any end user of any “Service” or other Red Sky service(s) is limited to the amount paid to and received by Red Sky for service(s) not accepted.  In no event shall Red Sky be liable to the Client, or any end user or any other entity for any special, consequential, or other damages, however caused, whether for breach of contract, negligence or otherwise, even if Red Sky has been advised of the possibility of such damage. Red Sky may use the services of an independent third party if required to undertake a service or maintenance request and this third party would carry out duties in accordance with the Service Level Agreement set forth within this agreement.  The Client hereby agrees to indemnify and hold harmless Red Sky and its third parties contracted by Red Sky from any and all claims whatever. 

 

Confidentiality

Red Sky shall treat all knowledge of the client’s intentions, production methods and business organisation as confidential and shall not, at any time, divulge such information without the written consent of the client. Red Sky will not divulge any information relating to or arising from the commission and the work carried out in relation to it unless or until such information lawfully comes into the public domain.  All Red Sky employees and third parties sign a confidentiality agreement as part of their contract with Red Sky. The Client will not divulge any information relating to Red Sky arising from this commission and the work carried out in relation to it unless or until such information lawfully comes into the public domain.

 

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