Care-plan service level agreement
The uptime we commit to, how quickly we respond, and what counts as an emergency — by care-plan tier.
Version 2026-08-18
1. Who this applies to
This agreement applies to clients on an active care plan, for the website or application we host and maintain for them. It forms part of our terms of service.
Care plans run for a minimum term of 12 months and then continue monthly until either of us gives 30 days' notice.
2. Uptime
| Tier | Uptime commitment | Monitoring | Backups | Restore on request |
|---|---|---|---|---|
| Essential | 99.5% | Every 5 minutes | Weekly, kept 30 days | Within 48 hours |
| Standard | 99.9% | Every minute | Daily, kept 30 days | Within 24 hours |
| Pro | 99.9% | Every minute | Daily, kept 90 days | Within 4 hours |
| Managed | 99.95% | Every minute, with on-call | Hourly, kept 365 days | Within 1 hour |
Uptime is measured monthly against our monitoring, and excludes scheduled maintenance we have told you about in advance, and outages caused by something outside our control — your own domain registrar, a third-party service you asked us to integrate, or an attack on the wider internet.
3. How we classify a problem
| Priority | What it means |
|---|---|
| P1 Critical | Site down, checkout broken, data loss, or a security incident |
| P2 High | A major feature is broken, or forms are not delivering |
| P3 Normal | A content change, a minor bug, or a question |
| P4 Low | An enhancement or a general enquiry |
We set the priority when a request arrives. If you think we have it wrong, say so and we will look again — we would rather re-classify than argue about it after the fact.
4. How quickly we respond
| Priority | Essential | Standard | Pro | Managed |
|---|---|---|---|---|
| P1 Critical | 4 business hours | 2 business hours | 1 business hour | 30 minutes |
| P2 High | 1 business day | 4 business hours | 2 business hours | 1 business hour |
| P3 Normal | 2 business days | 1 business day | 4 business hours | 1 business hour |
| P4 Low | 3 business days | 2 business days | 1 business day | 4 business hours |
Resolution targets: 8 business hours for P1, 2 business days for P2, 5 business days for P3. P4 requests are handled on a best-endeavours basis.
Business hours are 09:00 to 17:30, Monday to Friday, excluding bank holidays in England and Wales. The Managed tier includes out-of-hours cover, for P1 only.
The clock pauses while we are waiting on you. If we ask you a question we cannot proceed without, the time until you answer does not count against our target — and equally, it starts again the moment you reply.
A P1 that we have not acknowledged by the time half the target has passed is escalated to the owner of the business by phone.
5. What your plan includes
| Tier | Included each month |
|---|---|
| Essential | None — you edit content yourself in the Site Console |
| Standard | 30 minutes |
| Pro | 2 hours |
| Managed | 6 hours |
Hosting, SSL and domain management, security patching, dependency updates, malware scanning and backups are included on every tier. Work beyond your allowance is quoted at £65 per hour and you approve it in the portal before we start — we never do chargeable work you have not agreed to.
6. If we miss a target
We tell you before you have to chase us, with an explanation of what happened. Missed targets are reviewed weekly and the cause recorded, because a target nobody reviews is decoration.
Service credits for a missed target are not yet part of this agreement. We are deciding what they should be before launch, and this page will say so plainly once they exist. Tracked as OQ-48.
7. What is not covered
- New features, redesigns and new pages — these are quoted as project work.
- Problems caused by changes someone else made to the site or its hosting.
- Third-party services you buy directly, though we will help you deal with them.
- Content you are responsible for keeping accurate, such as prices and opening hours.