This Website Service Level Agreement (SLA) applies to you (“Customer”) if you have ordered any of the following web hosting account services from Web Adept (the “Services”) and your account is current (i.e., not past due) with Web Adept:
Web hosting plans (Email, Standard, Advanced, Bespoke range of plans).b. As used herein, the term “Website Availability” means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer’s website is available for access by third parties via Hypertext Transfer Protocol (HTTP), as measured by Web Adept (“we” or “us”).
1. Support access and response1.1 We provide access to support as follows:a. Help desk email support: available 24 hours a day, 7 days a week including public holidays.b. Phone support: generally Monday to Friday, excluding public holidays from 9:00 AM to 5:00 PM.c. After hours emergency: available to Platinum service level subscribers.1.2 We aim to respond to all support requests within one hour. Response times may vary depending on the complexity of enquiry and current support request volumes.
Standard service level2.1 Standard service level is the base service level for the Services and includes:a. Phone support: during standard hours of trade (weekdays 9AM to 5PM);b. Routine backups: the last daily, weekly and monthly backups are retained on the server;c. Website consultancy: discuss your desired website goals and receive professional advice. Max 15 mins per month;d. Troubleshooting: we can spend a few minutes to help diagnose any website problem;
Website Server availability agreement 4.1 Web Adept aims to achieve 99% website availability to all customers.4.2 Website availability conditions4.2.1 Customer shall not receive any credit under in connection with any failure or deficiency of Website Availability caused by or associated with:a. circumstances beyond Web Adept’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, earthquake, hurricane or other acts of God, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;b. failure of access circuits to the Web Adept Network, unless such failure is caused solely by Web Adept;c. scheduled maintenance and emergency maintenance and upgrades to server or web site;d. DNS issues outside the direct control of Web Adept;e. issues with FTP, POP, IMAP, or SMTP customer access;f. false SLA breaches reported as a result of outages or errors of any Web Adept measurement system;g. customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of Web Adept’s Terms and Conditions and Acceptable Use Policy;h. e-mail or webmail delivery and transmission;i. DNS (Domain Name Server) Propagation.j. outages elsewhere on the Internet that hinder access to your account. Web Adept is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. Web Adept will guarantee only those areas considered under the control of Web Adept: Web Adept server links to the Internet, and Web Adept’s servers.
All projects start with a quote. Give us a few details about your project and we will get back to you with a quotation. Not sure what you want or prefer to talk to someone? Give our friendly team a call on 01437 720033.