Service

Service Level Agreement (SLA)

SLA is to guarantee our clients, who signed up, for their web support resource is in place and in time when needed and at a much discounted rate than regular ad-hoc service charge.

DCS has been well-known for great customer support to all customers.   As our customers grow, we’d like to keep the good reputation at the cost that we could afford.  With the Service level agreement, customers will received our service with guaranteed condition.

Please take advantage of this support request form.  It will help in reducing both the turnaround time and cost when applied.

Sign Up DCS SLA program now!


Who need it,

When you have staff changes, or you don’t have time to figure out how to update the contents or use the existing features.

When your website is critical in running your business and communicate with your customers.

When you have an online application/service, you have the liability to keep the system run at normal condition

Why need a SLA and the advantage of SLA

SLA is to guarantee clients, who signed up, their web support resource is in place and in time when needed and at a much discounted rate than regular ad-hoc service charge.

Day by day, Website hackers are on the lookout for XSS, SQL Injection & other vulnerabilities in your website for easy targets such as:

web applications:

Shopping carts,

forms, or any user posted contents

login pages,

dynamic contents

user uploaded files

Environmental factors, such as browsers/OS/Flash/java keep updating their features. It causes incompatible issues.

User’s online behavior created large amount of server cache, database overhead, error log,… Database needs to be optimized from time to time.

Server software and modules need update, upgrade and run service maintenance every once a while.

How our customers get SLA support and its limitation

Client sign up SLA with DCS, and pay for service fee.

When DCS received SLA customer support request.  An assessment email will send to you in the same business day.

Based on client’s SLA level, DCS will prioritize the supporting resource

DCS supporting staffs will resolve the issue occurred and prevent the same problem from happen again

SLA is a preparation for unexpected condition.  If the job request is pre-determined, pre-scheduled and foreseeable, the job request is not consider into SLA plan.

Sign Up DCS SLA program now!


Type A: Job Requests without SLA

All requests must go through online support form. Phone request will not be processed

We will send assessment email to you. It will list the proposed job(s), service fee, and expected turn around.

If you agree, please pay to our Paypal account in advance.

We will proceed the job on the next business day after we have received the payment

DCS’s Service hourly rate is $60, and $40 for 0.5 hr as the minimum charge when we start a job

Type B: Customer support, or Ad-hoc Job Request with DCS SLA

The following SLA is effective from January 2010. And, it is mentioned in all service agreement that DCS signed.

SLA-1: Service Request covered by Service Agreement

when your request can be completed in 1 hour per week, and meet (1) or (2) in below

when your total project payment in past 90 days is greater than $10K

When your website has been open to public for less than 30 days, and the requested feature is in the specification we promised.

Job request will be considered as normal priority

Sign Up DCS SLA program now!

SLA-2: $49 per month, ,Minimum 6 month per term.

Your request by email/form will be handled with higher priority

the job will be less than 15 minutes per week. or

The total in a month is less than 1.5 hr per month.

Job requests exceed this quota will be charged as $55/$40 rate

SLA-3: $99 per month. Minimum 6 month each term.

Your request by email/form will be handled with top priority

the job will be less than 0.5 hour per week. or

The total in a month is less than 3 hr per month.

Job requests exceed this quota will be charged as $55/$40 rate



Service Order Form

We would love to provide the best service to you. Please sign up with one of the following Service Package.
    SLA-2, business day service
    SLA-2, business day service
    SLA-3, 7 day/week service
    SLA-3, 7 day/week service
    No SLA rate $40/30min, $60/1hr (business day)
    No SLA rate $60/30min, $80/1hr (non-biz day)
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