Support
This page outlines what is usually included in our support retainers, together with our SLA.
Support
Support Services for Your Online Success
We aim to help our clients in as many ways as we can. Here’s a list of what is usually included in our support retainers, available by emailing us at our Support email address :-
TECH SUPPORT
- Site Uptime & Accessibility: If we host your site, we’ll ensure it remains accessible and operational, constantly monitoring site uptime.
- Enquiries Support: Should there be any issues with your online enquiry forms, our team will treat that as urgent to ensure enquiries reach you effectively.
- DNS/Domain/Site Launch Assistance: We can guide you through domain and site launches where relevant.
- Link Maintenance: Our experts can help with any internal linking issues, should they arise, within your website
- Functionality: We aim to ensure all core website functions operate smoothly for your firm.
DATA AND REPORTS
- Custom Reports: We can provide custom reports requested outside of the regular reporting cycle.
SITE ALTERATIONS & UPDATES
- Fresh Content: Our Support Team can upload blogs, news, and case studies as provided by you (usually up to 2 per month. Please note that content proofing is usually not included).
- Text Tweaks: We can make edits to text on existing pages, blogs, banners, contact forms, or other content (up to 30 minutes per month).
- Document management: We handle the upload and editing of important compliance and regulatory documents like Terms of Business, Complaints Procedures, Fee Lists, Guides, etc.
- Staff Biographies: We can upload staff biographies, including uploading, editing, and removal of entries.
- Job Vacancy Updates: We can keep your recruitment efforts up-to-date with job vacancy postings.
- Visual Enhancements: Updating imagery and design elements, such as banner photos, logos, and trust icons (unless part of staff biography).
- Code Refinements: Tackle minor site amendments that require code editing.
- Lead Monitoring Software: Set up, installation and maintenance of our Lead Management Dashboard software.
- Content Streamlining: Remove and redirect existing pages, blogs, and other content.
While these services are usually included in our standard support package, we understand that every law firm’s needs are unique. If you require additional services beyond the standard offering, please discuss with your Account Manager, and we can provide a personalised quote tailored to your specific requirements. Please note, unused support does not roll over into subsequent months.
At MLT Digital, we are the key to unlocking your law firm’s full online potential. Our dedication to making your firm stand out in the digital landscape is at the core of our brand. If you’re ready to take your online presence to the next level and increase your client leads, we’re here to help. Contact your Account Manager today to get started on your journey to online success.
Our Service Level Agreement (SLA)
- Priority 1 (Urgent): requests of an urgent, business-critical nature. Specifically:
- Website down or inaccessible;
- Online enquiries from (email or phone) not being received through Website; or
- Issues likely to cause financial and/or reputational damage to the customer.
Please note that we do not offer Priority 1 support for social media-related requests – all clients retain full access to social media and may remove or alter posts as needed.
- Priority 2 (High): requests that are not Priority 1 (Urgent) or Priority 3 (Low), for example:
- Fixes for errors on the site including broken links and typographical errors;
- Fixes for non-critical website functionality issues; and
- Any items agreed by MLT as being high priority during the Onboarding Process.
- Priority 3 (Low): requests that are not Priority 1 (Urgent) or Priority 2 (High), for example:
- Site alterations and updates: uploading new content (as above, usually up to two new posts or pages per month), removing old articles, and changes to processing of forms;
- Data and reports: Exports of web form submission data, reports requested out with reporting cycle;
- Delivery or uploading of blogs and other content (as above, usually up to two new posts per month);
This is how such requests should be communicated to us and responded to by our Support Team:-
- Priority 1 requests must be identified as such, and agreed to be such by MLT when communicated to MLT. MLT will acknowledge the Priority 1 request by email as soon as practicable and will endeavour to rectify the issue within 2 business hours of notification (or if rectification cannot reasonably take place within 2 business hours, within such longer time as MLT shall notify as being required). Provided a request for Contracted Support is agreed by MLT as being a Priority 1 request, there shall be no limit on the number of requests that may be made each month.
- Priority 2 requests must be identified as such and agreed by MLT when communicated to MLT. MLT will acknowledge a Priority 2 request by email within 1 day and will endeavour to rectify the issue within 5 working days of notification.
- Priority 3 requests will be acknowledged by email within 3 working days, and MLT will endeavour to rectify the issue within 14 working days of notification (or if rectification cannot reasonably take place within 14 working days, within such longer time as MLT shall notify as being required).
And the following are some additional notes on the less urgent types of Support requests:-
- We may limit the number of Priority 2 and Priority 3 responded to in each month should they become excessive unless agreed otherwise.
- If the Priority 3 request is for an Additional Service, MLT will advise the Customer of any additional costs before implementing the request.
- Where the Services do not include a Website built by MLT, all requests for Support are Priority 3 (Low).