To offer clients remote or on-site pro-active support for tag management systems on a regular basis Tagticians offers maintenance and support services. A Service Level Agreement (SLA) will be used to extend the relationship of an existing customer who has just completed an audit or implementation or a new customer seeking professional tag management support.
SERVICE LEVEL AGREEMENTS
Our SLA’s will cover tag management systems and all related 3rd party services implemented through the tag management system and any possible digital analytics tool configuration.
Other details for the SLA to be defined with the client.
- Tier 1 – Immediate support and access to our phone number
- Tier 2 – Telephone response within 1 hour via support ticket submission
- Tier 3 – Email response within 4 hours via support ticket submission
- Tier 4 – Email response within 24 hours via support ticket submission
SLA PRICING STRUCTURE PER TIER
Based on an a example EUR 100 per hour tariff and 4 hour minimum per month
- Tier 1 – EUR 600 per month (EUR 150 per hour), 12 month contract, paid per year
- Tier 2 – EUR 550 per month (EUR 137.50 per hour), 6 month contract, paid per half year
- Tier 3 – EUR 480 per month (EUR 120 per hour), 6 month contract, paid per half year
- Tier 4 – EUR 400 per month (EUR 100 per hour), 3 month contract, paid per quarter
An SLA contract, contents to be discussed with the client. Work can range from tag management and digital analytics tool maintenance, optimization or the placement of new tags.
MINIMAL SLA LENGTH
4 hours per month