1. Services Provided
Our web support and maintenance services include:
- Regular website updates and security patches
- Content updates and minor design changes
- Bug fixes and troubleshooting
- Performance optimisation
- Regular backups
2. Support Hours
- Monday to Thursday, 9 AM to 5 PM (local time)
- In case of emergency (e.g. your website is offline), I am available on Friday over the phone
3. Response Times
We strive to respond to issues within the following timeframes:
Critical Priority
- Definition: Issues that cause complete site failure or severely impact core business functions.
- Response time: Within 2 hours
- Examples:
- Website is completely down or inaccessible
- E-commerce functionality is not working (unable to process orders)
- Major security breach or hack detected
High Priority
- Definition: Significant issues affecting important site functionality or user experience.
- Response time: Within 4 business hours
- Examples:
- Specific critical pages are not loading (e.g., homepage, main product pages)
- Checkout process is impaired but not completely broken
- Significant visual errors on key pages
Medium Priority
- Definition: Issues that affect non-critical functions or cause minor inconveniences.
- Response time: Within 1 business day
- Examples:
- Minor visual glitches or formatting issues
- Non-critical features not working as expected
- Performance slowdowns
Low Priority
- Definition: General inquiries, small updates, or cosmetic issues.
- Response time: Within 2 business days
- Examples:
- Content updates (text changes, image replacements)
- Questions about website functionality
- Minor styling tweaks
- Consultation requests for future changes
4. Maintenance Windows
- Scheduled maintenance occurs monthly during off-peak hours
- Clients receive at least 48 hours notice before scheduled maintenance
5. Uptime Guarantee
We aim for 99.9% uptime, excluding scheduled maintenance periods.
6. Security
Critical security patches applied within 48 hours of release
7. Backups
- Full website backups performed daily
- Backups stored securely for 30 days
8. Client Responsibilities
Clients are expected to:
- Provide timely access to necessary systems and information
- Designate a primary point of contact
- Promptly report any issues or required changes
9. Service Requests
- A set number of service request hours are included monthly (specified in individual contracts)
- Inclusive service request hours do not roll over to subsequent months
- Additional hours beyond the monthly allocation will be billed at our standard hourly rate
10. Confidentiality
We maintain strict confidentiality regarding all client and website information.
11. SLA Reviews and Updates
This SLA is reviewed annually and may be updated to reflect improvements in our service offerings. Clients will be notified of any changes.
For specific details regarding payment terms, contract duration, and termination policies, please refer to your individual service agreement.
If you have any questions about this SLA, please contact me here.
By engaging my services, you agree to these terms.