This page sets out what you can expect from me while I host and look after your website: how much it should be online, how I back it up, when I'm available, and how quickly I respond. It forms part of my Terms of Service.

1.Uptime

I aim for your website to be available 99.5% of the time each calendar month. That allows for about 3 and a half hours of unplanned downtime a month at most.

This target doesn't include:

• planned maintenance I've told you about in advance;
• problems caused by your domain, DNS or email provider, if I don't manage them;
• problems caused by changes you or someone else made outside my service;
• outages at internet providers or platforms beyond my reasonable control, such as a widespread cloud outage;
• your website being suspended under my Terms of Service.

The uptime target is something I work to, not a guarantee. If your website regularly falls short of it, please tell me and I'll investigate and explain what I'm doing about it. Your rights if I don't provide my services with reasonable care and skill are set out in my Terms of Service.

2.If your website goes down

If you notice your website is down, raise an urgent ticket in your portal. Outages affecting your whole website are always treated as urgent.

3.Planned maintenance

Most updates happen without any downtime. When maintenance might make your website unavailable, I'll aim to give you at least 48 hours' notice by email, and to do it outside UK business hours. Urgent security fixes may need to be applied sooner.

4.Backups

• Your website and its data are backed up every day.
• Backups are kept for about 14 days.
• If something goes wrong, I'll restore from the most recent good backup. If you need something restored, such as a page that was deleted by mistake, raise a ticket.

Backups are for restoring your website. They aren't an archive: if you need to keep records for longer, such as booking or order history, please export them regularly or ask me how.

5.Support hours

My support hours are 9am to 5pm, Monday to Friday, UK time, not including bank holidays in England and Wales.

The best way to reach me is a ticket in your portal, so everything stays in one place. You can also reply to any ticket email.

6.Response times

When you raise a ticket, you choose its priority. I aim to send a first response within these times, counted in support hours:

• Urgent (your website is down, or something important isn't working, such as bookings or payments): within 4 working hours.
• Normal (something isn't right, or an edit request): within 1 working day.
• Low (a question or a small change that can wait): within 3 working days.

A first response means I've looked at your ticket and either fixed it, told you what I'm doing, or asked for what I need. How long a fix takes depends on the problem, and I'll keep you updated in the ticket.

If a ticket is marked urgent but isn't, I may change its priority and let you know.

7.Delivery times

These are the longest you should wait, counted in working days (Monday to Friday, not including bank holidays in England and Wales):

• Your new website: the first version is ready within 5 working days of me receiving everything I need from you, which is your completed onboarding form and the content you want on it.
• Edit requests and changes: completed within 5 working days of your request. Edit requests are included with Website Support.
• Custom features, such as new pages or features: I'll give you a timescale with the quote.

If something will take longer, for example because I'm waiting for information from you or for another provider, I'll tell you in the ticket why and when to expect it.

8.Security

I keep the software behind your website up to date and apply security fixes promptly. Every portal account, including mine, uses two-step sign-in. If I find a security problem that affects your website or data, I'll tell you without undue delay, as described in my Data Processing Agreement.

9.Changes to these service levels

I may update this page to reflect changes to my services. If a change reduces what you get, I'll give you at least 30 days' notice by email.