Service Level Agreement

01Uptime target

We target 99.9% monthly uptime for sites we host.

02Support hours

Monday to Saturday, 10:00–19:00 UK time.

03Response times

Critical issues (site down or broken checkout): response within 4 hours during support hours.

Normal requests: response within 1 business day.

04What counts as a content edit

A content edit is a small change to existing pages, such as updating text, swapping images, changing prices or contact details, or adding a short section using an existing layout. New pages, new features and redesigns are not content edits and are quoted separately. The plan includes up to 5 content edits per month.

05Exclusions

This agreement does not cover outages caused by third-party services (such as hosting providers, payment providers or WhatsApp), or issues caused by changes made by the client or anyone acting for the client.