The service agreement
Response times, uptime and responsibilities: the commitments we put our name to.
Plan Comparison
Two hosting plans and Custom Elite, side by side.
| Feature | Hosting | Hosting + edits | Custom Elite |
|---|---|---|---|
| Monthly Price | £20/month | £40/month | Quoted |
| Edits | £14.99 each | Multiple a month, included | Included |
| Initial Response | 48 hrs | 24 hrs | 4 hrs |
| Bug Fixes | 5 days | 3 days | Same day |
| Content Updates | 5 days | 2 days | Same day |
| Emergency Response | 24 hrs | 12 hrs | 1 hr |
| Uptime Guarantee | 99.5% | 99.7% | 99.99% |
| Support Hours | Mon-Fri 9-5 | Mon-Fri 9-6 | 24/7 |
| Priority Support | — | ✓ | ✓ |
| Dedicated Manager | — | — | ✓ |
| Advanced Troubleshooting | — | — | ✓ |
| Performance Optimisation | Basic | Standard | Premium |
| Security Monitoring | Basic | Standard | Enterprise |
Response Time Guarantees
We commit to these response times for all support requests based on your hosting plan.
| Plan | Initial Response | Bug Fixes | Content Updates | Emergency | Support Hours |
|---|---|---|---|---|---|
Hosting£20/month | 48 hours | 5 business days | Per edit, 5 business days | 24 hours | Mon-Fri, 9am-5pm |
Hosting + edits£40/month | 24 hours | 3 business days | 2 business days | 12 hours | Mon-Fri, 9am-6pm |
Custom EliteQuoted | 4 hours | Same day | Same day | 1 hour | 24/7 Priority |
Uptime Guarantees
We guarantee minimum uptime for websites hosted with us. If we fall short, you receive service credits.
Hosting
Guaranteed Uptime
Credit: 5% per 0.1% below
Hosting + edits
Guaranteed Uptime
Credit: 10% per 0.1% below
Custom Elite
Guaranteed Uptime
Credit: 25% per 0.01% below
How Uptime Credits Work
If monthly uptime falls below the guaranteed percentage, you will receive a credit on your next invoice. Credits are calculated based on the percentage shortfall and applied automatically. Maximum credit is 100% of monthly management fee.
What's Included in Response Times
- Initial acknowledgement of your request
- Assessment of issue severity
- Assignment to appropriate team member
- Start of active work on resolution
- Regular status updates until resolved
Emergency Criteria
- Website completely down/inaccessible
- Payment processing failure
- Security breach or vulnerability
- Data loss or corruption
- Critical functionality broken
Escalation Policy
How issues are escalated through our support tiers to ensure timely resolution.
Initial Support
First point of contact for all requests
Trigger: Within SLA response time
- Issue acknowledgement and ticket creation
- Basic troubleshooting and quick fixes
- Content updates and minor changes
- Documentation and FAQ guidance
Technical Support
Escalated for complex technical issues
Trigger: If unresolved within 24 hours
- In-depth technical investigation
- Code-level debugging and fixes
- Performance analysis and optimisation
- Integration troubleshooting
Senior Engineering
Critical issues requiring senior expertise
Trigger: If unresolved within 48 hours
- Architecture-level problem solving
- Complex security incident response
- Major feature restoration
- Third-party vendor coordination
Management Escalation
Executive involvement for critical situations
Trigger: Site down >4 hours or repeated failures
- Direct management oversight
- Resource reallocation if needed
- Client communication and updates
- Post-incident review and prevention
Automatic Escalation
Issues are automatically escalated if response time SLAs are not met. You can also request immediate escalation for critical business impact. Custom Elite clients have direct access to senior engineering and management escalation at any time.
SLA Exclusions
The following are not covered by our SLA guarantees:
- Third-party service outages (hosting, DNS, CDN)
- Client-side issues (browser, network, device)
- Scheduled maintenance windows
- Force majeure events
- Issues caused by unauthorised modifications
- Features or changes not covered by your plan
Support Channels
Multiple ways to reach us based on urgency and preference.
Emergency Line
For critical outages (Custom Elite only)
24/7 Priority Access
This Service Level Agreement applies to every site hosted with us on a Hosting, Hosting + edits or Custom Elite plan.
Last updated: 2 September 2026