Service Level Agreement (SLA) for Website Maintenance

Introduction:

Cefar is committed to providing a reliable and predictable website experience for our clients through our flexible website hosting and maintenance packages. This Service Level Agreement (SLA) outlines the scope of our services, response times, and our terms and conditions.

WEBSITE MAINTENANCE SERVICES :

Depending on the chosen package, our maintenance service includes:

• Support Enquiries: We will respond to support enquiries within 1 working day, acknowledging receipt and providing an estimated resolution time.
• Software Updates: Ensuring that the hosting environment and CMS are running on the safest, most up-to-date version.
• Monthly WordPress and Plugin Updates: Keeping your website and its plugins up-to-date to ensure continuity, actioned once a month per website.
• Bug Fixes: We will fix any reported bugs within the agreed SLA and inform you if we find any bugs.
• Backups: Daily backups of your website are stored for 2 weeks.
• Security: Using tools to detect and block suspicious activity or malware attacks.
• Maintenance Windows: Routine maintenance tasks will be performed on Wednesday and Thursday to minimise disruption.

GENERAL SERVICES:

Included within our support hours are tasks such as:

• Uploading a blog or case study.
• Adding a new page or section to a page that follows the current design and functionality.
• Changing address or contact details.
• Adding tracking codes.
• Making changes to text or imagery.
• Updating fields on a contact form.

OTHER SERVICES:

Certain services are excluded and will be quoted separately, such as:

• Design and Development services.
• Post-launch domain or DNS issues.
• Custom or third-party integrations.
• Software development
• Managing third-party applications.
• New feature development.
• Content writing.

Please note: The terms of this SLA are in addition to and should be read together with our standard Terms of Business. (these are custom to each client.)

ONGOING SUPPORT:

We offer guaranteed response times during business hours: 9:00-17:00 Mon-Fri (excluding Bank Holidays).

To request support:

• Raise a ticket by completing our Contact form.
• If you have a priority support package, call us on +44 (0) 113 266 0198.
• All WhatsApp messages must also be followed or cc’d via email.

RESPONSE TIME (EST.):

Our response and resolution times depend on the nature of the task/request. This is discussed and agreed upon separately with each client.

Please note: We cannot guarantee to respond to and resolve support requests within the SLA timeframes if they are not received via one of the above methods. Resolution times will only be met if the fix is possible within the time window, and we will keep you informed throughout the process.

HOSTING:

We work with various hosting providers to host our websites.

We will always recommend the best hosting provider for your requirements. All our hosting providers are committed to providing fast, reliable, and secure UK-managed hosting solutions, with UK data centres accredited with ISO 27001, ISO 9001, and PCI DSS compliance.

Please note: We take no responsibility for any websites hosted with another provider and contracted through the client directly.