Service Level Agreement

The mission of AYOKAY is to provide cost-effective, high-quality reliable web design, development and marketing services, based on best practices, that meet the quality requirements of the latest industry standards.

1. Objective of the agreement

The purpose of this Service Level Agreement is to describe the key services we provide and the agreed-upon quality standards of our service delivery.

This Agreement sets out:

The services we provide to clients and external partners.
The overall standard we have set for our services.

2. Support Task Work-Flow and Execution Stages

Our support team is equipped to assist you with a diverse range of tasks, from routine content updates to urgent issues like website outages.

2.1. Initial Request, Quoting, and Response Time

All support requests should be made via our online portal for best results ( https://support.ayokay.com/support/ ) or by emailing support@ayokay.com or calling 1 (833) 429-6529.

Upon receiving your request, we'll proceed with the task unless you explicitly ask for a quote. If a quote is requested, our support manager will provide an initial estimate or request additional details for a more accurate quote (see Section 3). For most content-related requests and requests for new sections or simple features on the website, you can expect a same-day response and an implementation timeline of 2-3 business days. Urgent issues, such as website outages, will receive immediate attention.

2.2. Task Analysis

Our support team will quickly assess the nature of your request, whether it's a simple content update, a more technical issue requiring immediate attention, or something else entirely. Based on this initial assessment, we move on to the task execution stage.

2.3. Task Execution

For straightforward requests that don't require design approval or functionality changes, changes will be made directly on your live website. More complex tasks will be handled in a secure, controlled development environment. You'll be updated on our progress throughout.

2.4. Quality Check and Review

We perform internal quality checks before deeming any task complete. You'll have an opportunity to review our work and ensure it aligns with your expectations, followed by any necessary adjustments.

2.5. Finalization

After receiving your approval, we'll finalize the changes, implementing them ourselves to ensure quality and consistency. A summary report detailing the steps taken and any changes made will be provided for your records.

3. Project work-flow and development stages

For projects that are larger than a support request, our project managers prepare an individualized plan for each project in accord with the scope of the project and the client's wishes.

The stages for a typical project:

Initial discussion and quotation.
Specification / Project plan preparation.
Design / Development / Implementation.
Testing / Quality Assurance.
Uploading to the live server.

3.1. Initial discussion and quotation

Upon receiving your request, our sales or support manager will provide you with an initial project quote or inform you that additional details need to be discussed before a quote can be provided. If the initial quote is acceptable, we assign a project manager who will be responsible for the project.

3.1.1. Specification / Project plan preparation

A Project Agreement is a document that fully describes our vision of the project. This is the most important stage. All work will proceed according to the Agreement prepared in this stage. The project agreement escribes all stages of the project, the changes which will be made and the overall scope of the project. You will be provided with the final quote and time frame.

3.3. Design, Content, Development, and Implementation

Our multidisciplinary team brings together experts in design, content creation, development, and server architecture to provide comprehensive solutions. This allows us to handle web projects from beginning to end, including:

Design: Crafting visually appealing and user-friendly layouts and elements.
Content: Producing, editing, and uploading written and visual content that resonates with your audience.
Development: Coding, debugging, and deploying functionalities to ensure your website performs optimally.
Implementation: Integrating all aspects of the project, from design and content to coding, to achieve a cohesive final product.

Unless specified otherwise by you, our default approach is to start with Planning & Design. Once we have design approval, we will perform development in a secure, controlled development environment. This ensures that any changes can be rigorously tested before being made live, minimizing any risk to your website's performance or user experience.

3.4. Testing / Quality Assurance

We perform internal testing of all implemented functionality on the development server. Then we provide a preview of that work to the client. Any necessary corrections are made according to the client's wishes. Any major new requirements are treated as separate tasks and will be quoted separately.

3.5. Uploading on the live server

When the implemented changes are approved by the client, we upload the changes to the client's server, except in cases where a representative of the client is required to do so.

4. Code Quality / Quality Assurance

We have an internal quality assurance process. This means that all code we develop is validated according to the latest standards and best practices of web development.

Our team delivers stable high-quality development products that are tested and built according to best practices in performance, security, platform upgrade path, user interface (UI) and platform modularity. Our front-end developers also follow W3C code standards for HTML/CSS.

5. Client Communications

All client communications use our HTTPS/SSL protected helpdesk system and are password protected. We guarantee an answer within one business day to all client messages posted in the helpdesk. If the client communicates via email, we cannot guarantee an answer within 24 hours.

For emergency-level requests, we suggest calling our Support Phone Number.

Support Desk: http://support.ayokay.com/support

Support Phone Number: 1 (833) 429-6529

6. Design terms

We integrate the design into the chosen platform according to design sketches.

Design sketches can be provided by the client, or created by our professional designers.

5.1. Supported Browsers

The latest version of each of the following browsers will be supported:

Google Chrome
Microsoft IE/Edge
Mozilla Firefox
Apple Safari
iPhone Safari, Chrome
Android

5.2. Screen resolutions

The site will be adapted for all screen sizes from mobile (iPhone 6 equivalent) to large monitors.

5.3. W3C HTML / CSS validation

The result code will be validated using W3C validation service. All errors in the code that can be fixed will be fixed.

5.4. Animation

Any requested animation will be achieved using Javascript / jQuery library. Flash is not supported.

7. Payment terms

For this engagement, we will work from a monthly retainer based on the option chosen above.

Unused hours expire; they don’t rollover from month to month. Should work be requested that falls outside of the available retainer hours, Ayokay can continue work or provide a quote for additional hours required, at the request of client. This work will be completed at the hourly rate of $150/hr.

Emergencies or urgent requests that fall outside of normal business hours during business days will be recorded at 1.5x the hourly rate, 2x the hourly rate for Saturday or Sunday, and 3x the hourly rate for national holidays.

We bill on NET 30 Terms.

8. More Information about our company

For more information about us:

https://www.ayokay.com/

Time zone and working hours:

Time zone: EDT (GMT/UTC - 5h during Standard Time, GMT/UTC - 4h during Daylight Saving Time).
Working hours: Monday to Friday: 9:00 AM to 5:00 PM.
We monitor the helpdesk during off-hours and official holidays for urgent support issues and do our best to resolve them as quickly as possible.