Service Level Agreement

1. Support

TownNews provides support to all customers for customer and technical-related issues regarding the use of all contracted TownNews products and services.

2. Customer Support Contacts

TownNews customer support can be reached Monday through Friday from 7:00 a.m. to 6:00 pm Central Time, online at https://support.townnews.com and by phone, at 1-800-293-9576. Exceptions to standard support hours, including closures for holidays, can be found at https://support.townnews.com.

3. Response Time

TownNews utilizes three categories of support request priorities: Normal, High and Critical.

Normal priority issues are defined as requests that do not affect the current appearance or operation of a site and typically receive a response within 48 hours.

Examples of normal priority issues include –

  • Requests for additional training
  • Design changes
  • New feature requests
  • Requests for new accounts, etc

High-Priority issues are defined as a product or service that is currently functional and available, but is incorrect or experiencing anomalies and typically receive a response within 24 hours. Examples of high priority issues include the following –

  • Problems with site style (particularly on a front or index page)
  • The inability to modify existing content or advertising

Critical priority issues are defined as issues that affect the availability or operations of a product (an ‘outage’ or inoperable) and that need to be addressed immediately and typically receive a response within 30 minutes. Examples of critical issues include the following –

  • A site that is unavailable
  • Inability to update editorial content or advertisements
  • Accidental deletion of files requiring a file restore

‘Response’ is defined as a reply acknowledging the issue and providing as much information as possible regarding resolution.

4. After Hours Support

Customer support is available 24 hours a day for critical issues. To receive after hours support, contact customer support at 1-800-293-9576. An answering service will take your information and contact an on-call representative, who will return the call within 30 minutes.

5. Customer Communication and Contacts

TownNews customer support will make best commercial efforts (defined below) to direct communications to the appropriate customer representative. All inquiries made directly to customer support will be followed up with the customer representative who originated the inquiry. All service announcements and regular communications will be directed to the party or parties on record as recipients of service announcements.

Customer is required to notify TownNews any time the list of recipients or contact information for customer support communications changes


Note:  Any customer experiencing support service that doesn’t meet these goals should contact the Director of Client Services by calling 1-800-293-9576.


6. Third-Party Relationships

TownNews occasionally engages in partnerships with third-party vendors for selected services. TownNews will provide advance notice to customers prior to changes regarding any third-party relationships that impact products and services..

TownNews will make best commercial efforts (defined below) to ensure that all services and content provided by third-party vendors are available at all times and respond to third-party outages or service interruptions accordingly.

Feature Requests

All Feature Requests are reports of usability complaints or requests for Core Rayos for WordPress Core Technology to be changed so that it better meets your needs or performs more to your liking. In some cases, you may file an incident and after looking at your expectations for that feature, we may determine that the incident is actually a feature request.

Will I be charged for requesting a feature request?
No, you will not be charged for requesting a feature request.

How quickly will my feature request be addressed?
Our product team reviews all customer feature requests but we can’t guarantee a timeline.

Production Requests

Turn-around time for production requests are determined per request. Custom requests are estimated for points and turn-around time before the requested work is begun.