Website Support SLA – Guaranteed Support and Security for Your Business

Website Support SLA

In today’s digital landscape, maintaining a secure and functional website is crucial to your business’s success. A Service Level Agreement (SLA) provides a guaranteed level of service that ensures your website is protected, supported, and operating at peak performance. By opting for an SLA, you receive priority support, faster response times, and proactive maintenance, keeping your website secure and minimizing downtime.

Why an SLA is Essential for Your Website

Websites require constant maintenance to ensure they run smoothly and securely. Outdated plugins or themes can leave your website vulnerable to cyberattacks and technical issues. With our SLA, you benefit from more than just reactive support. We offer proactive care, pushing your requests to the top of the queue whenever possible and providing immediate assistance with any urgent issues.

Our SLA guarantees priority service for critical issues such as website bugs, hosting problems, or security vulnerabilities. With enhanced protection and proactive support, your website remains secure, up-to-date, and ready to support your business’s growth.

What You Get with Our SLA:

For just £75 ex VAT per month, you receive:

• Up to 1 hour of free support each month

• Priority telephone support from 9 am to 5 pm, Monday to Friday

• Faster response times for email support, typically within 1-2 hours

• Reduced hourly rates for urgent or out-of-hours support requests

• Priority handling of your support requests, ensuring faster turnaround

How Can You Use Your Support Hours?

With our SLA, your support hours can be used for a wide range of services, including:

• Email account setup, password resets, and remote support

• Fixing website bugs and minor content updates

• Unblocking IP addresses and resolving hosting issues

• Troubleshooting email problems and domain management

• Addressing SSL certificate issues and ensuring your website stays secure

What’s Not Included:

Our SLA covers many essential services, but it does not include:

• New development work

• Additional hosting resources

• Major plugin or theme updates unless otherwise specified

The Importance of Up-to-Date Plugins and Security

One of the key benefits of our SLA is ensuring that your website is secure and all plugins are up-to-date. Outdated plugins and themes can expose your website to security risks such as hacking and malware attacks. By keeping everything current, we protect your site from potential vulnerabilities, safeguarding both your business and your customers’ data.

Additional Benefits of a Long-Term SLA

When you sign up for a 12-month SLA agreement, you benefit from discounted rates on new development work, with hourly rates reduced to £65. This ensures that your website can continue to grow and evolve in line with your business needs, all while maintaining cost-effective pricing.

Support and Response Time Comparison

SLA customers receive priority access to telephone support during office hours, ensuring that any issues are quickly addressed by our dedicated team. In contrast, non-SLA customers may experience longer wait times and will not have access to telephone support.

For email support, SLA customers enjoy a rapid response time of 1-2 hours, allowing for quick fixes and faster resolutions. Non-SLA customers can expect a longer response time of up to 12 hours, which may delay the resolution of critical issues.

Rush and Out-of-Hours Support

For urgent issues that require immediate attention, our rush rate for SLA customers is £100 per hour, compared to £175 for non-SLA customers. If you need support outside of regular business hours, SLA customers benefit from a reduced out-of-hours rate of £110 per hour, while non-SLA customers are charged £175 per hour.

Our rush and out-of-hours support options ensure that your website remains operational no matter when an issue arises. Whether it's during evenings or weekends, we’re here to help you resolve any critical problems quickly.