Service management that scales
Choose your plan
Hosting
Domain Name auto-renewal
SSL Certificate auto-renewal
Problem Management
Proactive Monitoring
Post-Incident Handling
Additional Functionalities
Third-Party Management
Health-Check
Live Chat Access
Release Management
Service Level Agreement (SLA)
BASIC 349.00* £/month
Included
Included
Included
Up to 5 minor problems
Quarterly report included
Up to 3 incidents
1 hour a week
-
-
-
-
-
SPECIAL 999.00* £/month
Included
Included
Included
Up to 5 minor, 3 major problems
Monthly report included
Up to 10 incidents
3 hours a week
Included
Pre-peek
Limited
-
-
PRO from 2499.00* £/month
Included
Included
Included
Unlimited
Weekly report included
Unlimited
from 8 hours a week
Included
Monthly
Unlimited
Included
Included
BASIC 349.00* £/month
Hosting
Domain Name auto-renewal
SSL Certificate auto-renewal
Problem Management
(5 minor)
Monitoring (quarterly report)
Post-Incident Handling
(up to 3)
Additional Functionalities
(1 hour a week)
SPECIAL 999.00* £/month
Hosting
Domain Name auto-renewal
SSL Certificate auto-renewal
Problem Management
(5 minor, 3 major)
Monitoring (monthly report)
Post-Incident Handling
(up to 10)
Additional Functionalities
(3 hours a week)
Third-Party Management
Pre-peek Health-Check
Limited Live Chat Access
PRO from 2499.00* £/month
Hosting
Domain Name auto-renewal
SSL Certificate auto-renewal
Problem Management
(unlimited)
Monitoring (weekly report)
Post-Incident Handling
(unlimited)
Additional Functionalities
(from 8 hours a week)
Third-Party Management
Monthly Health-Check
Unlimited Live Chat Access
Release Management
Service Level Agreement (SLA)
BASIC 349.00 * £/month
Maintaining your website comes with unavoidable costs, such as hosting and domain name registration, which you have to pay to your service provider. Additionally, it's essential to keep track of when these services are about to expire. Failing to renew them on time can result in losing online visibility and valuable data or even having someone else claim your domain name once it becomes available again. These expenses can range from £25 to over £2,000 if you manage it yourself.
Also, when it comes to monitoring your platform or addressing incidents and problems that may arise from either your services or third-party providers, effective management is crucial. Timely resolution is essential to minimize downtime and prevent customer dissatisfaction.
Our Basic plan includes:
Hosting
If your e-commerce platform was developed based on one of our service plans, you will be pleased to know that the costs for ongoing hosting are included in your Support & Maintenance subscription. This ensures that your website remains operational and secure, with regular updates and technical support provided as part of the package.
Domain Name auto-renewal
If we developed your e-commerce platform based on one of our comprehensive plans, the ongoing cost for your domain name is fully covered within your Support & Maintenance subscription. Additionally, we will take care of the renewal process to ensure that your domain remains active and uninterrupted, allowing you to focus on your business without any worries.
SSL Certificate auto-renewal
If we developed your e-commerce platform using one of our tailored plans, you will benefit from the ongoing costs and installation of an SSL Certificate included in your Support & Maintenance subscription. This ensures that your website remains secure and trustworthy for your customers. Additionally, we will proactively manage and assess the renewal of the SSL Certificate to ensure uninterrupted security, providing you with peace of mind as your online business grows.
Problem Management
We provide comprehensive support for your e-commerce platform by identifying and proposing solutions to any issues that may arise from third-party updates, software upgrades, or system conflicts. Our team is dedicated to ensuring that your online store operates smoothly, minimizing downtime and enhancing the overall user experience. Whether it’s troubleshooting compatibility issues or any necessary fixes, we are here to help your e-commerce business thrive.
You will have access to our Problem and Incidents Management Platform to stay updated about the status of every ticket.
Proactive Monitoring
We thoroughly monitor the performance of your e-commerce site to ensure optimal functionality. This includes keeping a close eye on server status to prevent downtime, analyzing user journeys to enhance overall navigation, tracking page load times to eliminate delays that could frustrate customers, and producing a detailed report to summarise the outcome. Our comprehensive approach helps to create a seamless shopping experience while maintaining the integrity of your online platform.
Post-Incident Handling
In the event that an incident arises that could affect the performance of your e-commerce platform, we take immediate action to address the issue. Our team works diligently to either resolve the problem directly or implement measures to mitigate its impact. If a solution isn’t feasible right away, we will present a detailed plan outlining alternative strategies to ensure your e-commerce operations continue smoothly. Your business's success is our top priority, and we are committed to maintaining optimal performance at all times.
Additional Functionalities
An expert developer will work every week to collaboratively discuss and implement any new features or enhancements you wish to integrate into your website. During this time, we will focus on your specific requirements, ensuring that the new functionality aligns with your vision and improves the overall user experience. Whether you're looking to introduce new design elements, improve website performance, or add interactive components, our developer will work closely with you to bring your ideas to life.
Contact us for more information.
SPECIAL 999.00 * £/month
Effective management is essential for ensuring that your platform operates smoothly and remains functional. It plays a critical role in addressing incidents and resolving issues that may arise with third-party providers. To achieve this, maintaining open and continuous communication is vital. Quick and efficient problem-solving not only minimizes downtime but also safeguards customer satisfaction by ensuring that users experience minimal disruption. Timely responses to technical difficulties are key to building trust and maintaining a positive relationship with both customers and partners.
Our Special plan includes the Basic plan plus the following:
Third-Party Management
In the event of any incident, software update, or upgrade from a third-party provider that affects the performance of your e-commerce platform, we will promptly reach out to the third party to address the issue. Our team will take the initiative to communicate directly with them, ensuring that we thoroughly understand the problem and work collaboratively towards a swift resolution. We are dedicated to maintaining the integrity and functionality of your e-commerce operations so you can focus on serving your customers without disruption.
Health-Check
The process involves a comprehensive analysis of your website's performance, identifying vulnerabilities, limitations, and bugs, and assessing missing key solutions like channel integrations. You'll receive a thorough report outlining our findings, and your data will remain secure with no risk of compromise.
Live Chat Access
You will be provided with a single account that allows you to communicate directly with our technical team during office hours. This account will enable you to ask questions, seek assistance, and resolve any technical issues you may encounter. Our team is available to support you and ensure that your experience is smooth and efficient. Feel free to reach out whenever you need help.
Contact us for more information.
PRO from 2499.00 * £/month
Effective and comprehensive management is crucial for ensuring the smooth operation of a platform, particularly when addressing incidents and issues associated with third-party providers. Live communication is instrumental in facilitating this process. Furthermore, key components of effective management include ticket escalation, release management, and the implementation of monthly health checks.
Our PRO plan includes Basic and Special plans plus the following:
Release Management
When it comes to implementing new integrations, updates, upgrades, or significant fixes on your e-commerce platform, we take a comprehensive approach to managing your releases. Our dedicated team will oversee every stage of the process, from initial planning and testing to deployment and post-launch support. We prioritize a seamless transition, meticulously coordinating tasks to ensure that operations continue without interruption. By employing best practices and advanced monitoring techniques, we aim not only to minimize downtime but also to drastically reduce the risk of failure, allowing you to focus on your business while we handle the technical intricacies.
Service Level Agreement (SLA)
Our Incident Support Service offers a unified support route and Service Level Agreement (SLA) for all contracted products, third parties, and client-specific codes. We manage triage, escalation, communication, and resolution of incidents, ensuring top-tier availability and performance with our in-house expertise. The Servid support team acts as the main liaison between Servid, the customer, and third parties, providing clear communication and swift action. We maintain strong relationships with key partners and offer 24/7/365 support, fully managing reported incidents through our Incident Management System (IMS) while keeping customers updated through a single point of contact.
We define four levels of support tickets, each with specific response time Service Level Agreements (SLAs) and resolution time benchmarks:
- Priority 1 (Blocker) - Servid will respond to a detected fault or a request made via our Incident Management System (IMS) within 30 minutes. Continuous resources will be allocated for the investigation and resolution of the issue until it is resolved. Updates will be provided every 30 minutes. If necessary, escalations will be made to the Support Team or Software Development Team. In the event of a proactively identified fault, communication will be initiated with the designated client contact based on prior agreements and the time of day or week.
- Priority 2 (Critical) - Servid will respond to requests made via our Incident Management System (IMS) within two business hours. If the incident is caused by the platform provider or a third party, Servid will maintain constant communication with those parties as needed.
- Priority 3 (Major) - Servid will respond to requests within one business day.
- Priority 4 (Minor) - For incidents classified as having minor impact, Servid will respond to requests made via the Incident Management System (IMS) within two business days.
Standard support services for cases classified as Priority 1 to Priority 4 are available from 08:00 to 17:30 UK time, Monday to Friday. Severity 1 incidents are addressed on a 24/7 basis.
In addition to the established unified escalation process that includes internal and external communication channels, there is a procedure in place to engage Operations Management. An on-call rotation is maintained to ensure that executive decisions can be made in real-time, providing an additional and expedited escalation path.
Contact Us Today
At Servid, we provide top-tier support solutions that are both affordable and high-quality. Don’t let budget constraints hold you back from achieving your business goals. Contact us today to learn more about our services and how we can help you thrive in the competitive e-commerce landscape.
Invest in the future of your business with our competitively priced, high-quality Support & Maintenance solutions. Reach out now to see how we can tailor our services to meet your unique needs and deliver exceptional value.
*All prices are VAT-excluded
