Service Level Agreement

24 14th June 2022

Standard Service Level

  • Standard Service Level is the base service level. This covers only the hosting of your website minor website isues or queries. Standard Service Level includes:
  • Phone support: During standard hours of trade (weekdays 9.30am to 5.30pm)
  • Routine website backups: The last daily, weekly and monthly backups are retained on the server
  • Server quota management and maintenance
  • Troubleshooting: We can spend a few minutes to help diagnose any website problem or query
  • How is this paid for? This is covered in your annual hosting fee.

Enhanced Service Level

We offer Enhanced Support for an additional cost comprising a monthly website MOT to ensure security, integrity and browser compatibility. Each month we will run a series of tests and updates to make sure your website is running as it should – just like a car, it needs regular maintenance. Enhanced Service Level includes:

  • Ensuring your website platform is running the latest version
  • Ensuring all plugins, APIs and integrations are up-to-date and functioning correctly
  • Checking all contact forms
  • Checking the website’s compatibility with new browser releases.
  • Checking error logs for issues
  • How is this paid for? £45 +VAT per calendar month is paid by direct debit.

Advanced Service Level

From time to time you will need work doing on your website. We try to do quick jobs (under five minutes) free of charge but longer tasks fall under out Advanced Service Level. Tasks may include:

  • Website maintenance: we act as your personal web team to advise on and maintain your website for you.
  • Website development: we perform any development work on your website as directed such as adding pages and content, enhancing website functionality, copying files and images to website, installing web applications, coding tasks (e.g., PHP, HTML, CSS, Javascript).
  • The Advanced Service Level is calculated on a per minute basis and is billed in advance in time blocks of 2hrs, 4hrs, 6hrs, 8hrs and 16hrs which is added to your time quota. If you send us a request for tasks you will be given an estimated time for completion but only the actual amount of time it takes will be logged and deducted from your Advanced Support quota. Any time left over is banked until your next support request and you will be notified when you are running low on your Advanced Service Level quota and require a ‘top up’. You will be granted access to your Advanced Service Level account to check the status of support requests, completed tasks, how long tasks have taken and any remaining quota.
  • How is this paid for? In advance in multiples of £60 +VAT per hour depending on the amount of quota needed for the tasks.
  • Why do we bill like this? We think it’s fairer. This system ensures that you will only ever be paying for work that’s actually being done (unlike a vague monthly retainer) and we are getting paid efficiently for the work that we do for you.