WebDesires

Service Level Agreement

WebDesires is committed to providing exceptional hosting and support to our clients throughout the year during our normal operating hours. In case of emergency, normal operating hours become redundant and we will endeavour to work hard until the emergency work has been carried out. Please see below for our normal operating hours and our definitions of emergency work and non-critical work.

Hours of normal operation

Monday 0900 – 1800 (GMT)
Tuesday *0900 – 2100 (GMT)
Wednesday 0900 – 1800 (GMT)
Thursday 0900 – 1800 (GMT)
Friday 0900 – 1800 (GMT)
Saturday **0900 – 1800 (GMT)
Sunday Closed
* We operate on extended hours on Tuesdays, Hours may be shorter or longer than what is listed above
** Operating hours vary but we strive to be available for emergencies.

Holidays

WebDesires observes all National, Statutory and Bank Holidays within the United Kingdom. Any requests received during those periods will be dealt with on the next working day.

Reporting Issues

all WebDesires customers can report issues and request support in a few different ways:

SLA Response Times

Emails, Skype and Contact Form Requests

Normal Operating Hours

Support Requests will be responded to on the same working day that they are received. In situations of increased levels of support requests or where requests are received towards the end of our day may result in responses being delayed until the morning after.

After Normal Operating Hours

Responses will be varied, we have 24/7 access to our emails and Skype so responses could be anything from instant up until the next working day.

Phone lines

Normal Operating Hours

We have multiple phone lines for staff to answer and attempt to answer every call within 60 seconds, however in the event that there is no answer because all phone lines are busy then you may leave a voice mail and we will get back in touch with you as soon as we possibly can.

After Normal Operating Hours

Outside of normal operating hours customers and clients are asked to leave a voice mail which will be picked up on the next working day.

Support Severity

Emergency Support

Emergency support can be defined as the stability of the website and the hosting or server environment. Emergency support request are always our top priority and the most critical of emergencies will be continually worked on until a solution is found. Examples of emergency support:

  • Website down or not responding (Timing out)
  • DNS issues related to our web-servers
  • Hardware failures

Connectivity issues caused by a client or their own internal systems is not covered and will be charged at our normal hourly rate

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 Failures

If you notice a server failure then feel free to get in touch with us, however there really is no need as we have several monitors set up that continually check our web and mail servers and instantly inform us when they become at threat of going off-line and when they do go off-line. We receive several emails, phone calls an SMS messages informing us of such issues so rest assured at the even of any server failure we will already be working on it before you even try and get in touch.

Server Backups

We aim to give our customers peace at mind, all websites and hosting packages are backed up every single day to Amazon AWS cloud backups. We purposely don’t store backups on our servers, in case of server failure we can always get your business back up and running.

In the unfortunate event that anyone is not reachable at WebDesires, you will always have access to your own cPanel accounts and can configure things there yourselves. You can create your own databases, FTP accounts, sub-domains, add-on domains, access your files and your existing databases.