Service Level Agreement
Service Availability
- 99.9% uptime guarantee
- Monthly availability calculation
- Prorated credits for downtime
Support Levels
- 24/7 technical support
- Response times:
- Critical issues: 4 hour
- High priority: 8 hours
- Standard requests: 24 hours
Performance Metrics
- Website loading speed
- Server response time
- Backup restoration time
Security Commitments
- Daily security scans
- Immediate vulnerability patching
- Quarterly comprehensive audit
Backup and Recovery
- Daily website backups
- 14-day backup retention
- Rapid restoration service
Maintenance
- Scheduled updates
- Minimal disruption
- Advanced notification
Compensation
- Service credits for missed SLA
- Maximum credit: 100% monthly fee
- Claim within 30 days of incident
Limitations
- Force majeure exclusions
- User-caused incidents not covered
- Geographical service restrictions
Compliance
- UK data protection standards
- GDPR compliance
- Transparent reporting
Last update: 31/01/2025
