This Service Level Agreement (SLA) is only applicable for onefoursix web hosting and web maintenance clients.

Website Service Availability

Efforts are made to ensure your website stays live, however this is not 100% guaranteed. In the instance that your website is not live, upon onefoursix being made aware, we will make every effort to identify the issue within 2 working days, and fix the issue within 5 working days.

Any website issues identified by the client should be emailed through to support@onefoursix.co.uk.

Support requests will be responded to with 2 working days. All support requests will be resolved within 5 working days. If your support request cannot be resolved with 5 working days, the support team will communicate a likely resolution date with you.

Website Maintenance

Updates, upgrades, patches and scans are carried out, as per our website maintenance packages, once per month. There will be a times when a website is out of date until these updates are applied.

Updates, upgrades and patches can potentially compromise the website. Every effort is made to check issues resulting in updates, upgrades or patches. In the event that these are missed, please identify our support team on support@onefoursix.co.uk who will respond within 2 working days, with a fix within 5 working days unless communicated.

Website Restoration

Although every effort is made with our hosting and maintenance packages to prevent website hacks, viruses or brute force attacks, sometimes they cannot be prevented. In the event that your website has been compromised or attacked, onefoursix will restore the website within 1 working day from any of the past 30 days of backup.

A request must be made in writing to support@onefoursix.co.uk.

Excused Downtime

There will be times of excused downtime. This could mean:

a. scheduled outages or Force Majeure events;

b. downtime caused by a non-standard environment, Customer machine access, Customer’s violation of the Agreement including Customer authored code or changes to the Site or Services by parties other than onefoursix, or use that exceeds Customer’s plan capacity (e.g. visitors that exceed the limit for the Customer’s plan);

c. emergency maintenance (e.g. in order to apply a patch to address a security vulnerability); and

d. maintenance that is performed during the below schedule.

During these times, every effort is made to reduce the amount of excused downtime to a client website.