Service Level Agreement

Shemeam.com

Service Level Agreement

1. Basic hosting includes

  1. Hosting Package on shared server includes 2GB* of webspace - additional space can be purchased if required
  2. 20GB bandwidth - this can be increased at no extra cost by agreement if required
  3. Regular backup of site contents and databases (several times weekly)
  4. Hosting of 1 email address to be used by the website for contacts and booking - email space is included in the *GB quoted above 
  5. Unlimited email forwarders
  6. One MySQL Databases
  7. 99.95% Uptime SLA
  8. Free SSL security certificate - unless otherwise agreed by quote
  9. Free basic Accessibility toolbar on all pages of the website

2. Maintenance support package includes

Basic hosting package plus:

  1. general site maintenance
  2. checking the site monthly and undertaking software updates

Maintenance support does not include any uploads or website changes or technical support once the site is live; all work, including non-critical* correspondence, is charged.
All additional work invoiced monthly at the agreed rate per hour, minimum charge is for 10 minutes.

3. Website build

  1. Site will be completed within the agreed timeline of site design being agreed, subject to all content being supplied
  2. All content and images to be provided by the client
  3. Proof reading is the responsibility of the client
  4. The website will be built using the latest version of Joomla
  5. The website build costs include the uploading and presentation of all provided content to bring the site live in accordance with the quoted site map
  6. All sites built in accordance with accessibility standard WCAG2.2.AA
        for more information on accessbility standards please visit https://www.gov.uk/service-manual/helping-people-to-use-your-service/understanding-wcag
  7. All sites Include EU Directive cookie acceptance plugin, privacy policy, terms and conditions, accessibility statement/, URL rewriting and favicon
  8. An initial build invoice will be raised one month after site development begins or when the site goes live, whichever is soonest.

4. Training

  1. Additional face to face training charged per hour, maximum 2 people per session
  2. Basic tutorial videos may be provided at the build time
  3. Further tutorial videos can be created for ongoing assistance at the standard hourly rate.

5. Other Terms

  1. The first hosting invoice will be raised one month after site development begins or when the site goes live, whichever is earliest, unless otherwise agreed.
  2. Hosting packages are for one year, charged annually unless otherwise agreed. Please note sometimes your first hosting invoice is for a shorter time to link in with my invoicing schedule.
  3. No refunds are given for hosting not used if the client cancels early.
  4. The domain name to remain under the control of the client at all times
  5. Logins will be provided to the client to the website administration panel for content updates
  6. Ongoing correspondence and support requests responded to within 3 working days - holidays and unavailable time is communicated to all clients in advance.
  7. Licence for all software and plugins belongs to shemeam.com unless otherwise agreed - even where there is a annual fee charged

6. End of agreement notice

  1. The client can terminate their agreement at any time (please refer to 5.c) 
  2. Shemeam.com will give 6 months' notice to terminate the agreement, except in cases of non-payment or misuse by the client, whereupon a website may be suspended until the situation is resolved.

7. Other comments

  1. All websites may be featured in our portfolio at Shemeam.com
  2. All websites have a discreet backlink in the bottom footer pointing to shemeam.com

 *Critical means that the site is not available to the public due to server error.

Shemeam.com

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