Telephone
A staffed support line during standard hours, with an emergency escalation number for critical issues outside them.
(918) 581-5700Support & Service Levels
How to reach support, how fast we respond, and what ongoing maintenance covers.
Support channels
App
A mobile support app for submitting and tracking tickets, with push notifications on status changes.
Online
A web ticket portal and email intake with a shared queue, so no request depends on one person being available.
Response and resolution targets
Placeholder targets — confirm with the proposed SLA before submission.
| Severity | Examples | Response | Target resolution | Coverage |
|---|---|---|---|---|
| Critical | Site down, forms failing, security incident | 30 minutes | 4 hours | 24/7/365 |
| High | Key page broken, accessibility barrier reported | 2 business hours | 1 business day | Business hours + on-call |
| Standard | Content edits, minor layout issues, questions | 1 business day | 3 business days | Business hours |
Standard support hours: Monday – Friday, 8:00 a.m. – 5:00 p.m. (Central). Emergency support for critical incidents is available 24/7/365.
Included in standard maintenance
- CMS core, theme and plugin updates with staging verification
- Security patching, malware scanning and firewall tuning
- Uptime and performance monitoring with monthly reporting
- Daily backups, restore testing and disaster recovery drills
- Up to a set monthly allowance of content and accessibility support
Scoped add-ons
- New page templates or net-new site sections
- Third-party system integrations (payments, portals, GIS)
- Large content migrations beyond the original scope
- Custom application development and data modeling
- Photography, videography and copywriting