Service Level Agreement

Critical support

Critical emergency support refer to the stability of the website and the hosting/server environment. Emergency support request are a top priority and the most critical of emergencies will be continually worked on until a solution is found. Examples of emergency support:

• Website completely down or not responding
• DNS (Domain) related issues in-relation to our web-servers

Non-Critical support

Non-Critical support covers tasks such as allowing more resources, bandwidth, disk quota, email support (Where hosted with us), some troubleshooting, resetting passwords and other minor tasks. Anything classed outside of this realm are not covered by our SLA and will be invoiced to the client at our standard hourly rate.

Because these issues are not critical they will be solved on a FIFO (First In First Out) basis. These issues are typically resolved for you, or in some cases a suitable workaround is provided to you.

Server/Website Backups

• Klever Media use high performance web servers provided by thrid party company.
• These servershave an uptime performance of over 99.9%.
• Klever Media will use their best endeavours to rectify the cause of any disruption in the hosting service of a customer’s website(s) and to minimise the duration of any such instances.
• Klever Media will not be liable to the Customer for any compensation in respect of any down-time that may occur with the hosting of their website(s).
• A daily backup of all customer website files and databases are kept on our server and in the unlikely event of a hard drive failure or other technical failure with the web server Klever Media will re-setup the website as quick as possible.
• With regard to any images or download files uploaded to a customer’s website by a customer it is the responsibility of the customer to retain a copy of these on their local PC/LAN. In the unlikely event of hard drive failure or other technical failure with the web server it will be the responsibility of the Customer to re-upload these files.
• In the event that a customer wishes to move their website and/or SQL Server Database to another web server supported by another party, then Klever Media will cooperate fully, subject to all outstanding amounts being paid up in full.
• In the event that the Customer requires assistance with remedying a situation with their website that is not a technical fault caused by Klever Media the time expended by Klever Media will be charged to the Customer.
• Klever Media will invoice for Hosting on an monthly basisadvance.
• Klever Media include SSL certificates for the website hosting, these are required the be renewed annually.

Server/Website Backups

We aim to give our customers peace at mind, all websites and hosting packages are backed up every day. In the case of an emergency please contact the team at hello@klevermedia.co.uk or on 01268 772 772

Quotations

• Klever Media will provide customers with quotes for projects based on our experience from similar briefs and previous work carried out. Additional charges may be payable if there are significant variations to the agreed brief, such as major design or development changes; although we’ll make you aware of this in advance.
• Klever Media will provide quotes in writing by email to customers. Acceptance by a customer of a Klever Media estimate is subject to acceptance of the terms and conditions in this SLA, unless specifically agreed in writing between the Customer and Klever Media to the contrary.