How our support service works

  1. General Overview

The purpose of this information is to explain how Terra Ferma Media Ltd (henceforth known as TFM) works with clients who require web support services. The information lays out the practices regarding web support which TFM will follow. These practices are intended to provide a high quality, reliable web experience for relevant customers.


  1. Service Description

This Service Level Agreement specifically describes the web support services provided by TFM to retained clients (i.e. those clients with whom we have a monthly support agreement). For clients who engage our services on an ad-hoc basis, other levels of service may apply.

2.1 Scope

This Service Level Agreement applies to the TFM developed and hosted websites only. Please note, if TFM was not responsible for the build of your website, other service levels may also apply.

Web Support will be provided by the most efficient method available. Currently, logging an issue via email is the recommended approach but assistance may also be obtained via telephone for high priority issues, and in-person by means of a scheduled appointment.

2.2 Services

Web support services include:

2.2.1 Initial Consultation

  • Meeting with clients to determine their requirements

2.2.2 Design and Construction

  • Construction of draft pages/site
  • Collection, review, and implementation of client feedback

2.2.3 Deployment and Maintenance

  • Assistance with publishing pages/site
  • Assistance with the posting new content

2.2.4 CMS/Content Migration

  • Moving existing content to CMS
  • Providing training in maintaining site content


  1. Roles & Responsibilities

3.1 TFM Support Responsibilities

  • TFM Support will provide the infrastructure, technology, personnel, processes, and monitoring tools necessary to deliver web support as described in this document, and we agree to meet response times associated with the priority assigned to client requests.

3.2 Customer Responsibilities

Customer responsibilities in support of this Agreement include:

  • Using the standard contact methods (see Section 4 below) to request web support services
  • Reviewing draft design concepts, web pages suggestions, support request replies, and all other communication in a timely fashion.
  • Regularly reviewing page content for which they are responsible and communicating any required updates or new content to TFM in a timely fashion.

3.3 Support Limitations

The TFM team provides support for the usage of and placement of text and graphic content for TFM client websites only.


  1. Requesting Service

4.1 Web Support Requests

TFM offers four methods to submit web support requests.

4.1.1 Email
Sending email to is the recommended method for requesting web support assistance. The request will be delivered to all members of the TFM team, ensuring that it is reviewed promptly. Unless designated urgent, requests made via email will be processed in the order in which they are received during normal hours of operation.

4.1.2 Telephone
For Retained Clients only – Urgent support requests may be made by telephone. Messages left during off hours will be processed the next business day.

4.1.3 In-Person
The TFM team emphasises the importance of meeting with customers face-to-face, both before and after sites have been deployed. TFM team members are located in Wimbledon, London management office; please email or your account manager for an appointment.


  1. Hours of Coverage, Response Times & Complaint Resolution

5.1 Hours of Coverage

Web content management support is provided by the TFM Monday through Friday, 9.30 am to 5 pm on regular business days.

5.2 Response Times

TFM will use the following guidelines to prioritise web support requests, with the goal of beginning to work on the problem within the target timeframe. Actual response times may be shorter or longer, depending on the volume of requests being handled at any one time.

Please note – these are response, not resolution, times.

1. Time-sensitive IssuesCode issue, plugin issue, service outage, performance issue or other outage2 business hours
Example: The website goes offline due to an unknown reason; the website becomes unusable to visitors.
2. General Support QueriesGeneral content changes, updates, amends, etcWithin 2 business days
Example: Client needs assistance adding a post or updating an image
3. Added Functionality RequestsAdding site functionalityWithin 4 business days
Example: Client needs assistance creating a new form on the websiteDepending on the complexity of the requested added functionality, a meeting to discuss project timeline may be necessary. This will be scheduled within 4 business days.
4. Website Project ConsultancyProject related discussionsMeeting will be scheduled to determine project timeline within 3 business days.
Example: The client knows what they want to achieve but is unsure of the tools and expertise required to achieve the goal.

5.3 Escalation

Any client not satisfied with the level of service related to a web support request should contact the TFM team, who will review your input and respond to you with the action taken.

5.4 Other Requests

Requests not covered in the scope of this service can be submitted through email and will be referred on to the appropriate individual(s).


  1. Updates: WordPress & Plugins

6.1 WordPress Updates

For those websites hosted by TFM which have been built upon the WordPress platform, please be aware that WordPress irregularly makes updates which means that TFM may need to make updates to your site so that your website continues to work upon our servers. It is not known how many times per annum that WordPress makes updates, however, we estimate between 4 – 8 updates per year. The more functionality a WordPress site has, the more time needed to make updates to that website.

TFM works reactively for such updates. We respond should we be informed of a critical change (by WordPress) or should the client point out an error in functionality.

Please note: TFM cannot be held responsible for any functionality failure caused directly by an update to WordPress. Any support work undertaken by TFM to rectify any performance issues caused by such updates will be charged at the normal rate.

6.2 Plug-in Updates

Nearly all of the websites managed by TFM will involve the presence of performance plugins. Premium plug-ins may in some cases, require a subscription based or one-off licensing fee. Whilst TFM will make every effort to minimise ongoing maintenance costs, premium plug-ins will need to be updated with any additional costs agreed by and passed onto the client.

Please note: TFM cannot be held responsible for any functionality failure caused directly by an update to a plug-in. Any support work undertaken by TFM to rectify any performance issues caused by such updates will be charged at the normal rate.


  1. Maintenance & Service Changes

7.2 Web Content Maintenance

When content publishing exceeds the knowledge of the client, the TFM Team will accept requests for web content updates and revisions through any of the following channels listed under Requesting Service.

7.3 Web Service Changes

From time to time, the platform or other software used in the construction and maintenance of websites for which the TFM Team has responsibility may change. The team’s skills will stay up-to-date to encompass these changes.


  1. Reviewing

The TFM team is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. website.