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SLA Terms

Last updated: March, 2026

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
  • Plugin license management (where included in your plan)

2. Retainer Plans

Retainer clients receive a reserved block of development and support time each month. The following plans are available:

Standard — 4 Hours/Month

  • 4 hours of development and support time per month
  • Small fixes, updates, security patches, and content changes included
  • Plugin licenses included
  • 48 business-hour turnaround on requests
  • Unused hours roll over for one month
  • 10% discount on larger projects scoped separately
  • £250/month, collected via GoCardless direct debit

Extended — 8 Hours/Month

  • 8 hours of development and support time per month
  • 48 business-hour turnaround on requests
  • Unused hours roll over for one month
  • Hours exceeding the monthly allocation billed at standard hourly rate
  • 10% discount on larger projects scoped separately
  • £500/month, collected via GoCardless direct debit

Bespoke

For clients with larger or more specific requirements, bespoke retainer arrangements are available. Drop me an email to discuss pricing and scope.

3. 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

4. Response and Turnaround Times

Retainer clients benefit from a 48 business-hour turnaround on all requests. Business hours are Monday to Thursday, 9 AM to 5 PM.

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

5. Maintenance Windows

  • Scheduled maintenance occurs monthly during off-peak hours
  • Clients receive at least 48 hours notice before scheduled maintenance

6. Uptime Guarantee

We aim for 99.9% uptime, excluding scheduled maintenance periods.

7. Security

Critical security patches applied within 48 hours of release.

8. Backups

  • Full website backups performed daily
  • Backups stored securely for 30 days

9. 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

10. Service Requests and Rollover

  • A set number of service request hours are included monthly as specified by your retainer plan
  • Unused hours roll over for one calendar month. Any hours not used within the rollover period are forfeited
  • Requests within your monthly allocation do not require individual quoting or approval
  • Larger projects outside the scope of the retainer will be scoped and quoted separately. Retained clients receive a 10% discount on these projects
  • Additional hours beyond the monthly allocation (where no separate project scope applies) will be billed at the standard hourly rate

11. Payment

  • Retainer payments are collected monthly via GoCardless direct debit
  • All prices are exclusive of VAT

12. Confidentiality

We maintain strict confidentiality regarding all client and website information.

13. 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.