Hosting and Maintenance Service Levels
Last updated: 27 August 2026
These baseline service levels explain how hosting, maintenance, backups, incidents and support requests are handled where an active plan includes them.
1. What is included
A service exists only where the quote or active plan expressly includes it. The project document identifies, as applicable:
- hosting, capacity and acceptable-use limits;
- updates to WordPress, plugins, themes or other software;
- monitoring, backups, security scanning and reporting;
- support hours, channels and targets;
- licences, domains and third-party services.
Development work, design changes, new content, integrations and repairs outside scope are estimated separately.
2. Requests and priorities
Requests are sent through the channel in the quote or to [email protected]. A request should include the URL, impact, start time, reproduction steps and useful screenshots without credentials or unnecessary personal data.
| Priority | Example impact | Handling |
|---|---|---|
| Critical | The main site is unavailable, active data loss or a serious security incident. | Assessment and containment take priority during purchased coverage. |
| High | A core function is blocked without a reasonable workaround. | Handled after critical incidents. |
| Normal | A defect with a workaround, question, change or improvement. | Scheduled in normal workflow or estimated separately. |
A response time means acknowledgement and initial assessment, not necessarily resolution. Resolution depends on the cause, access, third parties and whether software changes are required.
3. Planned maintenance
Updates are tested to an extent reasonable for the plan. We may defer or roll back an update that causes a conflict. Maintenance likely to affect users materially is scheduled outside high-traffic periods where practical and notified in advance where circumstances permit.
Urgent security intervention may occur without advance notice to contain an active risk.
4. Backups and restoration
Backups are included only where the quote states frequency, retention, location and coverage. A backup is not a permanent archive, and older copies rotate under the plan.
Restoration is tested where the plan includes it, but no system guarantees recovery in every circumstance. The client retains source materials and records it must keep by law.
5. Availability and third parties
No guaranteed uptime percentage, damages or service credits apply unless written in the quote. Availability may be affected by hosting, DNS/CDN, domains, connectivity, APIs, maintenance, attacks and events outside our control.
We coordinate with providers we manage, but do not replace their contractual guarantees or responsibility.
6. Security and incidents
Security measures are proportionate to the service and may include updates, least privilege, strong authentication, firewall/CDN services, scanning and technical logs. The client protects its own accounts, uses unique credentials and promptly reports suspected access.
During an incident, we may temporarily block access, traffic or a feature to contain harm. Where we process client data, the DPA and its notification procedure also apply.
7. Renewal, ending and export
The quote states duration, fees, renewal and termination notice. Without an active plan, responsibility for updates, backups, security and renewals passes to the client after handover.
After ending, we provide access and exports included in the agreement once due payments are settled. Migration, backup restoration, format conversion or additional assistance may require a separate quote. The domain is registered to the client where possible.