Service Level Agreement (SLA) for Warden Technology Services Limited Customer Issues

This Service Level Agreement (SLA) outlines the expected support levels for customer issues linked to Warden Technology Services Limited including domain registration, DNS services, and related operational matters. Warden Technology Services Limited is committed to providing responsive, efficient, and high-quality support for all Web related issues.

1. Scope of Services

The following services are covered under this SLA:

• Domain registration and transfer issues related to Warden Technology Services Limited customers.
• DNS configuration and management for domains registered through Warden Technology Services Limited.
• Assistance with Warden Technology Services Limited’s registry system and domain status updates (e.g., domain suspension, renewal issues).
• Support for Warden Technology Services Limited's operational procedures and policies.

2. Service Availability

Warden Technology Services Limited will provide support during the following hours:

• Business Hours: 9:00 AM to 9:00 PM (Monday to Saturday, excluding UK public holidays).
• Emergency Support: Available 24/7 for critical issues, with a response time of up to 2 hour during off-hours.

3. Response Times

Response times are based on the priority level of the issue, as follows:

Priority Level	Issue Type	Initial Response Time	Resolution Time
Priority 1	Critical issue affecting domain registration or services (e.g., domain suspension, DNS failure)	Within 1 hour	Resolution within 8 hours
Priority 2	Major issue affecting service, but not impacting critical domain functions (e.g., domain transfer delays)	Within 2 hours	Resolution within 16 hours
Priority 3	Minor issue or query related to Warden Technology Services Limited services (e.g., change request for domain contact details)	Within 4 hours	Resolution within 24 hours
Priority 4	General inquiries or non-urgent issues related to Warden Technology Services Limited services (e.g., general policy inquiries)	Within 1 business day	Resolution within 3 business days

4. Resolution Process

Each issue will be resolved following these steps:

• Acknowledgment: An acknowledgment will be sent within the response time, and a ticket will be created.
• Investigation: The issue will be investigated with Warden Technology Services Limited’s support (if required) to find a resolution.
• Resolution: The issue will be resolved, or an interim solution will be provided. If the issue cannot be resolved within the stated time, it will be escalated.
• Closure: After the issue is resolved, the customer will be informed, and the support ticket will be closed.

5. Customer Responsibilities

To ensure timely support, the customer is responsible for:

• Providing complete and accurate details about the issue, including domain name(s), error messages, and other relevant information.
• Submitting requests via the appropriate support channels (email or phone).
• Cooperating with Warden Technology Services Limited during the investigation process.

6. Exclusions

The following are excluded from this SLA:

• Issues arising from third-party services not related to Warden Technology Services Limited.
• Problems caused by customer configuration errors or failure to follow provided instructions.
• Domain disputes or legal matters involving third parties (e.g., domain ownership disputes).

7. Communication Channels

You can reach us through the following channels for Warden Technology Services Limited related issues:

• Email: support@wardensystems.co.uk
• Phone: +44 1566 334995 (Available during business hours)

8. SLA Violations

If Warden Technology Services Limited fails to meet the response or resolution times outlined in this SLA for a critical issue (Priority 1), the customer may request a review of the performance and discuss possible options to continue support.

9. Termination of SLA

Either party may terminate this SLA with a written notice of 30 days. Warden Technology Services Limited will continue to provide support until the termination date.

10. Amendments to the SLA

Warden Technology Services Limited reserves the right to amend this SLA. Any changes will be communicated in writing to the customer, and both parties must agree to the amendments.