Service Level Agreement (SLA)
Between
WebVirtuoso.co.uk (“Service Provider”)
And
You (“Client”)
1. Introduction
This Service Level Agreement (SLA) outlines the services provided by WebVirtuoso.co.uk, the responsibilities of both parties, and the agreed service levels to ensure the highest standard of service delivery.
2. Services Provided
WebVirtuoso.co.uk agrees to provide the following services to the Client, where required:
- Web Hosting
- Domain Registration
- Website Design and Development
- Website Maintenance and Support
- Security and Backup Solutions
- SEO and Digital Marketing
3. Service Performance
3.1. Uptime
WebVirtuoso.co.uk guarantees a minimum uptime of 99.9% per month, excluding scheduled maintenance and events beyond the Service Provider’s control.
3.2. Support
Support is available Monday to Friday, 9AM to 5PM through the following channels:
- Email: support@webvirtuoso.co.uk
- Phone: 01773 317275
- Live Chat on WebVirtuoso.co.uk
3.3. Response Time
Support requests will be responded to within the following timeframes:
- Critical Issues: Within 1 hour
- High Priority: Within 4 hours
- Medium Priority: Within 1 business day
- Low Priority: Within 2 business days
3.4. Resolution Time
- Critical Issues: Within 4 hours
- High Priority: Within 8 hours
- Medium Priority: Within 2 business days
- Low Priority: Within 5 business days
4. Client Responsibilities
The Client agrees to:
- Provide timely access to any resources and information necessary for WebVirtuoso.co.uk to deliver the services.
- Promptly report any issues or concerns regarding the services.
- Ensure that their systems comply with WebVirtuoso.co.uk’s specifications and requirements.
5. Monitoring and Reporting
WebVirtuoso.co.uk will monitor the performance of the services and provide monthly reports to the Client on request, detailing:
- Uptime statistics
- Support request logs
- Incident and resolution reports
- Maintenance activities
6. Maintenance and Scheduled Downtime
WebVirtuoso.co.uk will perform regular maintenance to ensure optimal performance and security of the services. Scheduled maintenance will be communicated to the Client at least 48 hours in advance and will be conducted during off-peak hours whenever possible.
7. Penalties
If WebVirtuoso.co.uk fails to meet the guaranteed uptime or response times, the Client will be entitled to service credits as follows:
- Uptime below 99.9% but above 99.5%: 5% service credit for the affected month
- Uptime below 99.5%: 10% service credit for the affected month
- Response times not met: 5% service credit for the affected month
8. Term and Termination
This SLA will commence on the date of signing and will continue for a period of 12 months. It will automatically renew for successive 12 months unless either party provides 30 days’ written notice of termination.
9. Dispute Resolution
In the event of a dispute, both parties agree to:
- Engage in good faith negotiations to resolve the issue.
- If unresolved, submit the dispute to mediation prior to any legal action.
10. Miscellaneous
- Amendments: This SLA may only be amended in writing and signed by authorised representatives of both parties.
- Governing Law: This SLA shall be governed by and construed in accordance with the laws of England and Wales.
- Entire Agreement: This SLA constitutes the entire agreement between the parties regarding the subject matter and supersedes all prior agreements and understandings.
11. Agreement
By confirming below, you agree to the terms and conditions of this SLA.
Service Provider: WebVirtuoso.co.uk
