Service Level Agreement (SLA)

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This agreement describes the level of service that all clients can expect from The Agency. It attempts to quantify the levels of service that all clients can expect, and the remedies we offer if we fail to provide service at those levels.

Terminology

We used several specific terms throughout this and other relevant documents.

  • Services refers to the professional services described in the Client Agreement. This SLA does not apply to any software, equipment, services, or other parts of an information technology system that are not purchased from or managed by The Agency.
  • Website refers to a single site on a specific domain. If there are sites on further domains or on sub domains, they are separate websites.
  • Mobile App refers to an application built to be downloaded onto a mobile device from either a website or App store.
  • AfterCare refers to our ongoing support packages designed to give you complete peace of mind with your website and/or mobile app and all its associated tasks and functions.
  • Hosting refers to the process of storing a website, mobile app or other data on a server so that it can be accessed over the Internet or on a mobile device.
  • Knowledge Base refers to our help articles, links to which are accessible from links in the footer of our website, that contain published information on how to perform tasks in your project(s) and also aims to provide answers to frequently asked questions.
  • Support System refers to a specific email address to send support requests to.  We provide you with this email address.
  • Response Time refers to the time period within which we intend to respond to a new support request.
  • Resolution Time refers to the time period within which we intend to rectify any issues.
  • Working Hours are 09:00 to 17:00, local time for the contracting entity, not including Saturday, Sunday or public holidays.
  • Downtime refers to the period of time during which the service is wholly unavailable to the client.
  • Uptime refers to the service being wholly available to the client.
  • Scheduled Maintenance refers to planned outages, either suspending service in full or in part.
  • Emergency Maintenance refers to unexpected outages that are necessary to avoid an immediate threat to the servers.
  • Extras refers to the additional services and functions we offer to enhance your website, mobile app and other areas of your business.
  • Terms and Conditions refer to the document and/or page that details all the terms and conditions for all our services.

1. Service Uptime

  • Websites & Their Hosting
    • The Agency guarantees that the client’s website will be available 99.9% of the time.
    • This excludes scheduled and emergency maintenance.
  • Mobile Apps & Their Hosting
    • The Agency guarantees that the client’s mobile app will be available 99.9% of the time.
    • This excludes scheduled and emergency maintenance.
  • Maintenance
    • Scheduled maintenance will be notified to the client where necessary.
    • Please note that some scheduled maintenance may occur every Tuesday, Wednesday and Thursday between 06:00 and 08:00.
    • Emergency maintenance will be notified to the client as quickly as we are able to.
  • Exceptions
    • Scheduled maintenance
    • Emergency maintenance
    • A temporarily broken or temporarily unavailable functionality
    • Factors outside of The Agency’s control, including any Force Majeure Events
    • Failures, acts or omissions of The Agency’s upstream providers
    • Failures of the internet
    • Acts or omissions of a client and its users
    • Enforcement of Regulations
  • Remedies
    • In the unlikely event of us failing to meet the above hosting SLA you will be eligible to apply for a refund.
    • If hosting has failed for over four hours in one working day, then you can claim the equivalent of one day’s AfterCare fee for every working day that connectivity has been unavailable.
    • You can claim for a period of unexpected downtime in any one month rolling period.
    • You may claim up to a maximum value of one month’s AfterCare fees.

2. Support System

  • Reporting Issues
    • All technical support requests should initially be made by sending an email to us using the support email address provided to you.
    • Emergency requests should initially be made by sending an email to us using the support email address provided to you, but can also be followed up with a phone call to us during working hours.
    • Response times will depend on your website/app package. See below.
    • Resolution times cannot be guaranteed as the issue may be something out of our control. However, we will endeavour to resolve the issue as fast as possible and will keep you updated on the progress.
    • Before reporting an issue please check to see if your topic is covered in the Knowledge Base.
  • Setting Tasks
    • All task requests should initially made by sending an email to us using the support email address provided to you.
    • Tasks that we set you will also be made via the same support system.
    • Response times will depend on your website/app package. See below.
  • Other Enquiries
    • Any other enquires about services, billing etc. should initially be made by sending an email to us using the support email address provided to you.
    • Response times will depend on your website/app package. See below.
  • Response Times
    • Custom website clients can expect a response within 24 hours.
    • Templated Full Website clients can expect a response within 2 working days.
    • Templated One Page Website clients can expect a response within 3-5 working days.
    • Premium mobile app clients can expect a response within 24 hours days.
    • Standard mobile app clients can expect a response within 2-3 working days.
  • Support Exceptions
    • Time spent on actual support will be subject to ‘fair usage’.
    • Teaching basic IT skills.
    • Help with email problems caused by your device(s).
    • Help with virus/malware removal if you have failed to install professional security software.
      Help with a hacked site if you have failed to follow our security policies.
    • Items not included in your AfterCare package will be charged for by the minute at our current hourly rate.
    • The Agency shall not be responsible to provide free support on issues caused either by the client, a third party or their use of third-party tools or unauthorised changes to service functions.

3. Aftercare

  • Website AfterCare Package Includes
    • Automatic renewal of your free domain name.
    • Reminders for when any of your additional domains need renewing.
    • Fast hosting on a dedicated server that is physically here in the UK.
    • Free Secure Sockets Layer (SSL) Certificate.
    • Automatic backups of both the site files and the databases. Backup intervals will depend on your package.  See below.
    • Daily security checks on your website and monitors your website for malicious attacks.
      Spam monitoring.
    • Automatic updates for website core files and any additional software.
    • Support email for technical support. See above.
    • Minor changes to your site, subject to ‘fair usage’.
    • Content Management Systems (CMS) comes with an inbuilt online User Manual, including how-to videos.
    • Basic Search Engine Optimisation (SEO) elements are built in.
    • If you have purchased an Extra, then support for that extra comes as standard.
    • Custom and eCommerce website package customers also receive eCommerce Support as standard.
    • Webmail facility, which means you can log in and access your emails from anywhere in the world where you have internet access.
    • Knowledge Base articles and personal advice on business aspects we can help you with, such as marketing.
  • Mobile App AfterCare Package Includes
    • Mobile App hosting.
    • Free Secure Sockets Layer (SSL) Certificate.
    • Daily backups
    • Regular upgrades to the software and CMS.
    • Support system for technical support. See above.
    • Minor changes to your app, subject to ‘fair usage’.
    • Specialist Content Management Systems (CMS) for managing push notifications, events etc.
    • Set-up and management of your Apple & Google developer accounts.  This does not include payment of your subscriptions to these accounts.
  • Website Automatic Backups
    • Custom websites include real-time backups.
    • Templated Full Website clients include daily backups.
    • Templated One Page Website clients include weekly backups.

4. Documents

This document must be read in conjunction with, and forms part of the complete The Agency’s policies and agreements:

  • Your Project Proposal
  • Your Client Agreement
  • Our Terms & Conditions
  • Our Operating System & Browser Policy
  • This Secure Password Policy
  • Our Information Security Policy
  • Our Service Level Agreement
  • Our UK GDPR Policy

This document was last updated in May 2022

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