Service Level Agreement

Service Level Agreement

This agreement describes the standard level of service that all clients can expect from Switchstance. It attempts to quantify the levels of service that our clients can expect, and the remedies we offer if we fail to provide service at those levels.

Switchstance provides a reactive hosting service and offer a 99% uptime. We do not constantly check the web services we host to ensure they are functioning correctly as routine use, maintenance and software updates can affect certain functions. It is therefore the responsibility of the client to check their web services are operating as they should.

99.9% Network and Servers Uptime

Switchstance guarantees that the client’s web service, will be available 99.9% of the time, excluding maintenance, as defined below.
Network downtime is defined as the hosted service being unable to be viewed or accessed through the Internet, caused by failure of network equipment managed and owned by Switchstance excluding scheduled or emergency maintenance.

Scheduled Maintenance means any maintenance of which the client is notified at least 5 days in advance. Emergency Maintenance means any maintenance in the network/servers that:
(a) in Switchstance’s sole discretion, is necessary to avoid an immediate threat to networks/servers or client’s server and
(b) of which the client is notified.

Response times

Customer & technical support is provided by Switchstance on a first-come, first-served “best effort” basis. We aim to at least acknowledge, if not fully answer, all emails to our support address ([email protected]) within 4 working hours.
We aim to answer the phones during working hours, but under times of high demand or staff sickness, may defer to an answering service where we promise to return all messages as soon as possible.

Exceptions

The client shall not be entitled to any credit hereunder if any network downtime is caused by:
(i) actions of the client or others authorised by the client to use the service under the Agreement
(ii) Client application, software, or client operating system failure
(iii) the result of network maintenance activity, (iv) denial of service attack, hacker activity, or other malicious event or code targeted against Switchstance or a client, or
(v) failure of any network or Internet Infrastructure not owned or managed by Switchstance

Software updates (including WordPress and plug-ins)

WordPress, as well as some plug-ins, irregularly releases software updates and Switchstance will make updates to a client’s site so that it can continue to perform well upon our servers. The updates will be made during periods of downtime and we expect this to occur 4-8 times per year.
WordPress updates shall only be provided if a Hosting or Web Maintenance Package has been purchased.
Please note, Switchstance cannot be held responsible for any issues caused directly or indirectly by an update release to WordPress or a plug-in.

Web Maintenance Packages

For when the basic Hosting Package is not enough, Switchstance offer web maintenance packages with different levels of support to meet the ongoing needs of a web service. The cost of each option will be included within the initial proposal. For those not wishing to take up a maintenance package, any required web maintenance activity will be charged on an individual basis.

Web Maintenance means any ongoing content or coding updates, functionality ‘fixes’ & support that serves to maintain the ongoing efficiency of the service.

Commencement

By accepting the web proposal, the client accepts the fees and that:
(i) their service will be built in accordance with the specification of our servers
(ii) the server space will be set up in accordance with the agreed level of service

Hosting commences and becomes chargeable once the server space has been set up and is hosting a client’s (development) web files. This is done in advance of launch date as we need to create an area for the (test) site to be worked on.

Renewals

Switchstance’s hosting service runs annually. It is automatically renewed each year with an invoice sent 3-4 weeks in advance of renewal date.
For administration reasons, the official renewal date is set as the first day of the month in which the server space was originally set up and web files added.

Cancellations

The client is free to cancel the hosting service at any time and this should be done in writing.
At the time of renewal, should the client no longer wish for Switchstance to renew the hosting service, we request a minimum notice period of two weeks prior to renewal date. If no notice is provided, it will be assumed that you do wish the web hosting to be renewed and are in agreement with the terms for the following year.
Should Switchstance be informed after this notice period, this may lead to a delay in the transfer of web files to another hosting supplier. Switchstance cannot be held liable for any loss (financial or otherwise) to the client any transfer delay may cause.

Refunds

A part refund (up to the value of 50%) of the hosting fee will be payable to the client if they cancel the hosting service during the first six months of a hosting period, so long as:

(i) the cancellation is made in writing
(ii) the cancellation is not made during the first year of hosting

Alternative Hosting

Should the client not wish for Switchstance to provide any hosting service they should inform Switchstance as soon as possible and certainly prior to the server space being set up as they will incur costs otherwise.

It is the responsibility of the client to ensure the alternative server will be set up correctly to host their web service. Whilst we will work with the client to ensure all works smoothly, Switchstance cannot be held responsible for any security or compatibility issues their web services will face on an alternative server.
If Switchstance is informed the client wishes for their web service to be hosted elsewhere, Switchstance will place the development site on a pre set-up, staging area of their own servers.

Transfers

Should a transfer of hosting service be requested, we are happy to package and send to you the relevant files (and database). Alternatively, we can upload directly to the alternative server space should this be preferred.
Following the web file transfer we will remove the development web files from our server space.
The transfer (and removal) will incur an additional fee.

Domain Names

Switchstance are happy to source, register & manage your domain names within our account.
For those domain names that, on our client’s behalf, we have registered under our name or transferred across to our control, we become the legal ‘owner’ of the domain name. Switchstance will treat this ownership as one of ‘guardianship’ only with all decisions regarding the control / transfer / renewal of the domain being made by the client.
Should the client wish to have full ownership of their domain name(s), we are able to facilitate the transfer across to the client’s own account subject to applicable country / EU laws.

Domain renewal occurs either once a year or every two years. It is automatically renewed with an invoice sent in advance of renewal date. Non-payment may result in the domain not being renewed and becoming available for others to purchase.

The Service level agreement runs in conjunction with Switchstance’s standard terms and conditions.

Definitions

“Switchstance”, “we”, “us”, “our” means Switchstance Ltd, 23 River View Road, Sheffield, S35 0JG.
“Service” means any hosting or connectivity service offered by us, including but not limited to Hosting Services or Dedicated Hosts, Support and Maintenance Agreements.
“Client”, “you”, “your” means you, the person or persons in whose name(s) a service is maintained by.
“Technical contact” means a person or persons nominated by the client with whom Switchstance can discuss all matters of a technical nature relating to the Service.
“Working hours” means 9.00am to 5.30pm, Monday to Friday, excluding English bank holidays.

Our details

The full name of our company is Switchstance Ltd.

We are registered in England & Wales under registration number 5752681.

You can contact us by email via [email protected].