Website Support & Maintenance Agreement
Last updated 31 August 2012
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 response
1.1 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.
2. Standard service level
2.1 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;
3. Enhanced service levels
3.1 We offer enhanced service levels such as Silver, Gold and Platinum Website Support Packages for an additional cost.
3.2 Features of enhanced service levels may include:
a. After hours emergency: we provide a means to contact us directly outside of hours and escalate issues and requests directly to management.
b. Website protection: should someone maliciously attack your website, deface it, or similar detriment we will restore your website to full working order and then secure it on your behalf.
c. Website administration: we provide hands-on technical support and manage your web hosting and email so you can focus on your business.
d. Advanced support (refer to 3.3 Advanced support)
e. Backups: the daily/weekly/monthly backups are retained on our server for your website/s.
f. Remote backups: we backup your website/s to a remote/off site server for added safety.
g. Backup restores: the amount of backup restores allowed each month.
3.3 Advanced support
3.3.1 Advanced support includes:
a. Website maintenance: we act as your personal web team to advice on and maintain your website for you.
b. Website development: we perform any development work on your website as directed such as:
i. adding pages and content
ii. enhancing website functionality
iii. copying files and images to website
iv. installing web applications
c. Solutions analysis: we review, research and recommend systems and solutions to enhance your website and provide you and your business with competitive advantages.
d. Remote desktop support: we log into your computer remotely to assist with any website related matter, or to provide onscreen support and training.
e. Discounted advanced support: if you run out of allocated minutes for advanced support during a month, we reward higher service levels with less expensive rates.
3.3.2 Advanced support usage is calculated on a per minute basis.
3.3.3 Where a quoted amount of time for an advanced support request is provided by Web Adept, the quoted amount of time will be deducted from your advanced support quota rather than actual amount of time upon completion.
4. Website Server availability agreement 4.1 Web Adept aims to achieve 99% website availability to all customers.
4.2 Website availability conditions
4.2.1 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.