Service Level Agreement (SLA) for Web Hosting and Maintenance
Service Level Agreement (SLA)
For Website Hosting, Maintenance, and Ongoing Support
Last updated: [insert date]
This SLA outlines the scope, standards, and commitments associated with our ongoing hosting, maintenance, and support services. It ensures we’re all on the same page and sets realistic expectations.
1. Scope of Services Covered
This SLA applies to clients who have an active hosting or support agreement with Back9. Services may include:
- Web hosting (standard or managed)
- Software/plugin updates (WordPress/third-party tools)
- Site backups and monitoring
- Security patches and malware scans
- Technical support and bug fixes
- Growth-Driven Design updates (if on a GDD retainer)
2. Hosting Service Levels
| Feature | Standard Hosting | Managed Hosting |
|---|---|---|
| Uptime Guarantee | 99.9% | 99.95% |
| Daily Backups | ✖ | ✔ |
| Software Updates | ✖ | ✔ |
| Malware Scans | ✖ | ✔ |
| Support Included | Limited (30 mins/month) | Priority (1 hr/month) |
Note: Hosting is provided via secure third-party servers located in Australia or New Zealand.
3. Support Response Times
We aim to respond quickly and efficiently.
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Site down, hacked, or major functionality broken | 1–2 business hours | 4–8 business hours |
| High | Broken feature or plugin failure impacting usability | 4 business hours | 1–2 business days |
| Medium | Styling issues, plugin tweaks, or minor bugs | 1 business day | 3–5 business days |
| Low | Content updates, questions, or small requests | 1–2 business days | 5–10 business days |
Support is available Mon–Fri, 9am–5pm NZT (excluding public holidays).
4. Support Channels
You can reach us via:
- Email: support@back9.co.nz
- Teamwork Projects Forms (if you’re on retainer)
- Phone: 03 214 2223
5. Fair Use and Limits
We’re here to help, but to keep things fair:
- Time allowances are based on your plan. Extra time is billed at our standard hourly rates.
- If you’re not on a retainer, ad-hoc requests are quoted and billed per task or hourly.
- Scope creep (new features, redesigns, or strategy sessions) may require a formal quote or project plan.
6. Exclusions
This SLA does not cover:
- Email support unless we manage your email platform (e.g. Google Workspace)
- Website content population unless explicitly included
- Third-party software issues outside our control (e.g. plugin developer bugs)
- Client-induced errors (e.g. accidental deletion or plugin installation)
- Non-hosted websites
7. Client Responsibilities
To help us help you, we expect clients to:
- Report issues clearly and promptly
- Provide required access and approvals
- Avoid editing critical site files or plugins without consulting us
8. Amendments and Termination
We may review and revise this SLA as needed. We’ll notify you of any material changes. Termination of hosting or support services must be made in writing with 30 days’ notice.
9. Additional Notes
- All time is chargeable unless part of your plan or otherwise stated.
- Our standard Adhoc hourly rate is $165 + GST, unless otherwise agreed (e.g. $135 + GST for Fort Knox Clients and not-for-profits).
- GDD and other retainer clients receive priority support and regular proactive updates.
Want to know how we can help grow your site over time, not just patch it? Let’s talk about Growth-Driven Design.