ARROW: Website Maintenance and Support

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Rest well, while we mind the store

ARROW takes pride in making your life less troublesome. Our technical staff is on the job 24/7, so that you don't have to be. Depending upon your particular needs, we'll tailor a support package that is best aligned with keeping your days productive and your nights restful.

Each of our Maintenance and Support Packages offers you a choice of the level of response you feel best fulfills your business requirements, both operational and financial. And, although we'd love to host your website, too, our packages are available to everyone.

Contact us today for a no-obligation analysis of your needs and an estimate. A specialist will respond to your inquiry within twenty-four hours.

Package	Description	Level 1 M-F 8-5	Level 2 M-F 24 Hrs	Level 3 M-Sun 24 Hrs
Basic	Web hosting services Up to 2 HTML updates per week	X	X	X
Intermediate	All Basic, plus: Web logs analysis (Urchin) Up to 5 HTML updates per week	X	X	X
Advanced	All Intermediate, plus: Up to 8 HTML updates per week Two database structure changes per month	X	X	X
Full	All Advanced, plus Unlimited HTML updates per week Full database administration E-commerce fees included.	X	X	X

Prioritization of needs

When technical service is required, ARROW will immediately assess the situation and prioritize our response appropriately. This ensures that your requirements are met by the most efficient and cost-effective means possible.

Security Level	Response Time	Description
Level 1 Critical Business Impact	One Hour	Client’s production use of an application is halted or so severely impacted that the client cannot reasonably continue work. Arrow will begin work within one hour of notification and will engage the development staff as needed until an acceptable resolution is achieved.
Level 2 Significant Business Impact	Two Hours	Important application features are unavailable with no acceptable workaround. Client’s implementation or production use of the application is continuing. However, there is a serious impact on the client’s productivity or service levels. Arrow will begin work on the application error within two hours of notification and will engage development staff as needed.
Level 3 Moderate Business Impact	One Business Day	Important application features are unavailable, but a workaround is available, or less significant application features are unavailable with no reasonable workaround. Client’s work, regardless of the environment or product usage, has minor loss of operational functionality or implementation resources. Arrow will begin work on the application issue within one business day of notification during Technical Support’s normal business hours and will engage development staff as needed.
Level 4 Minimal Business Impact	Two Business Days	Client requests information, an enhancement, or documentation clarification regarding the application(s), but there is no impact on the operation of the applications. Client’s implementation or production use of the application(s) is continuing and there is no work being impeded at the time. Arrow will provide initial response regarding the requested information or documentation clarification within two business days during Technical Support’s normal business hours and will consider program enhancements for inclusion in a subsequent application update.
Level 5 Low Business Impact	Four Business Days	Normal questions and will be evaluated after 2 days of receiving the request.