Website Hosting Terms & Service Level Agreement (SLA)
Introduction
These Terms and Conditions apply to clients who host their website with Webb Marketing Services Ltd (“Webb Marketing”). By continuing to use our hosting services, you agree to the following terms.
Service Scope
Webb Marketing provides website hosting with the following included features:
- Daily backups retained for 7 days
- Monthly backups held for 3 months
- Remote plugin updates (WordPress only)
- Remote theme updates (WordPress only)
- Virus protection and malware scanning (Note: No guarantee against all threats. Clients must remain vigilant.)
- HTTPS and SSL setup and renewal
- 99% uptime commitment, excluding scheduled maintenance
- Technical support for hosting issues
Support and Response Times
Webb Marketing aims to respond to all support requests as follows:
- Monday to Friday, 9am–5pm: within 3 business hours
- Outside of business hours and weekends: within 12 hours
Ticket Escalation Protocol
Support requests are handled according to the following escalation process:
- Level 1: Initial support ticket (response within SLA time)
- Level 2: Escalation to senior technician if unresolved in 12 hours
- Level 3: Emergency escalation to hosting provider if downtime exceeds 24 hours
Website Maintenance Fees
Website fixes, updates, and changes outside of the defined hosting scope are charged at £30 per hour (or part thereof).
Data and Content Responsibility
- Clients are solely responsible for the content of their website, including legality, compliance, and copyright.
- Webb Marketing does not claim ownership of any website content and will not be held liable for content hosted on client websites.
Website Ownership and Legal Compliance
- The client retains full ownership of their website.
- Webb Marketing only provides server space and support.
- Clients are responsible for their own GDPR compliance, privacy policies, and legal terms.
- Assistance with setting up terms, privacy policies, or cookie notices is available upon request.
File Management
- Clients must avoid uploading images over 1MB in size.
- Old and unused images should be removed regularly.
- Webb Marketing reserves the right to increase hosting fees if total file size exceeds agreed limits.
Payment and Pricing
- Hosting fees are payable monthly or annually, as agreed.
- All prices quoted are exclusive of VAT for UK clients.
- Webb Marketing reserves the right to adjust prices with 30 days’ notice in the event of increased storage or service demands.
Termination
Either party may terminate hosting services with 30 days’ notice. Upon termination, all files and databases will be provided to the client within 7 days of final payment.
Amendments
Webb Marketing reserves the right to amend these terms. Updates will be posted on our website and considered accepted by continued use of the service.
