Support Contracts and Hosting SLAs
Support Contracts Service Level Agreement
SLA Response times for contracted customers
- Standard Support Contracts - support is provided during normal weekday office hours, between 9am to 5pm, Monday to Friday, excluding bank holidays.
- Non-urgent support requests - respond within 5 working hours (during your contracted times)
- Urgent and critical support requests (i.e. website totally unavailable or hacked) - respond within 2 working hours (during your contracted times)
- Enhanced Support Contracts - support is provided during normal weekday, between 8am to 9pm, Monday to Friday, excluding bank holidays.
- Non-urgent support requests - respond within 3 working hours (during your contracted times)
- Urgent and critical support requests (i.e. website totally unavailable or hacked) - respond within 1 working hours (during your contracted times)
- Out of hours Support Contracts - support is provided between 7am and 00:00, 7 days a week, excluding bank holidays
- Non-urgent support requests - respond within 3 working hours (during your contracted times)
- Urgent and critical support requests (i.e. website totally unavailable or hacked) - respond within 2 working hours (during your contracted times)
- 24/7 Enhanced Support Contracts - support is provided 24 hours a day/365 days per year
- Non-urgent support requests - respond within 2 working hours (during your contracted times)
- Urgent and critical support requests (i.e. website totally unavailable or hacked) - respond within 30 working minutes (during your contracted times)
Unless otherwise specified, all contracts run for a minimum of 12 months and auto-renew.
Contract hours may be increased during the contract period, but not reduced.
Non-Support Contract Requests
Critical requests from development and hosting customers without a support contract or a block of support hours will be addressed at the following rates:
- Non-support contract support rate: £85.00 per hour, minimum 2 hours. Payment required on instruction.
- Out of hours emergency support for non-support contract customer rate: £150.00 per hour (min charge of 2 hours). Payment required on instruction.
We do not provide SLA response times for customers without a support contract. For customers who have purchased blocks of support hours, we aim to begin work within 5 working days.
Hosting Service Level Agreement
Severity Level | Response Stages and Times |
---|---|
Severity Level:
Critical
|
Response Stages and Times:
|
Severity Level:
High Defect with workaround
|
Response Stages and Times:
|
Severity Level:
Normal Minor Error: an isolated or minor error that:
|
Response Stages and Times:
|
Service Credits
- If availability falls below the Uptime Service Level in a given calendar month (Service Delivery Failure), Sarah Hayes shall provide Service Credits at a rate of 5% of the total monthly Hosting Fee (which shall be one twelfth of the annual Hosting Fee) for every 30 minutes of Service Delivery Failure evidenced by the Client.
- If Sarah Hayes fails to achieve a relevant Support Response Time (Service Delivery Failure), Sarah Hayes shall provide Service Credits at a rate of 5% of the total monthly Hosting Fee (which shall be one twelfth of the annual Hosting Fee) for every failure to achieve the relevant Support Response Time.
- The maximum Service Credit allowable in respect of a given month is limited to 100% of the total monthly Hosting Fee payable for the month in which the Service Delivery Failure occurred.
- Service Credits shall be calculated by Sarah Hayes and placed on account, without expiry, for use against future service invoices.
- The Client must notify Sarah Hayes within 7 days of a failure to meet either the Uptime Service Level or Support Response Time to claim service credits.
- The Client acknowledges and agrees that the terms of this agreement relating to Service Credits do not operate by way of penalty and constitute a genuine attempt to pre-estimate loss.
- The provision of a Service Credit shall be an exclusive remedy for a particular Service Delivery Failure.
- Service Credits shall be shown as a credit held on account and deducted from the amount due from the Client to Sarah Hayes on the next invoice issued. Sarh Hayes shall not in any circumstances be obliged to pay any money or make any refund to the Client.
- Credits may not be issued if the Client’s account is past due, suspended, or pending suspension, nor will Credits be issued in cases where the Client is in breach of our Terms and Conditions of Service or Acceptable Use Policy or incidents which are beyond our reasonable control.