Service Level Agreement

At Rebellious Digital, we are committed to providing exceptional hosting services and development support to our clients. In the event of an emergency—such as a website outage—our regular operating hours become secondary while we focus on resolving the issue until completion.

Operating Hours

• Monday: 9am – 5pm
• Tuesday: 9am – 5pm
• Wednesday: 9am – 5pm
• Thursday: 9am – 5pm
• Friday: 9am – 5pm
• Saturday: Closed
• Sunday: Closed

Critical Support

Critical support refers to issues that affect the stability and functionality of the website or the hosting/server environment. Emergency support requests are our highest priority and are worked on continuously until a resolution is found.

Examples of critical support include:

• Website completely down or not responding
• DNS-related issues affecting our web servers

Response Time: We aim to begin addressing critical issues within 1 hour of being reported during working hours.

Non-Critical Support

Non-critical support covers tasks that do not pose an immediate risk to the website’s functionality or uptime, such as increasing resource limits, managing bandwidth, disk quota adjustments, email support (if hosted with us), and password resets.

Examples of non-critical support include:

• Allowing additional resources, bandwidth, or disk space
• Email configuration and troubleshooting (when hosted with us)
• Password resets and minor troubleshooting

These issues are addressed on a FIFO (First In, First Out) basis. Non-critical issues are typically resolved within 48 business hours.

Server/Website Backups

Rebellious Digital uses high-performance servers provided by trusted third-party providers, offering a 99.9% uptime guarantee.

Backups:

• Daily backups of website files and databases are maintained.
• In the event of hardware or technical failure, Rebellious Digital will restore the website as quickly as possible.
• Customer Responsibility: Any images, downloadable files, or other assets uploaded by the client are the client’s responsibility. It is recommended that clients retain local copies of these files.

Liability: Rebellious Digital will not be held liable for any downtime or data loss resulting from external factors, hardware failures, or third-party service interruptions. However, we will use our best efforts to minimize disruption.

Migration

If a client wishes to migrate their website or database to another provider, Rebellious Digital will assist with the process, provided all outstanding invoices are paid in full.

Development Terms

Quotations

Rebellious Digital provides project quotations based on our experience with similar briefs. Should significant variations from the agreed scope arise (e.g., major design or functionality changes), additional charges may be applied, but clients will be informed beforehand.

Quotes are delivered in writing via email, and by accepting a Rebellious Digital estimate, clients agree to the terms of this SLA unless explicitly agreed otherwise in writing.

Invoicing & Payment Terms

• Ad-hoc development and design work: £40/hour.
• Payment terms for ad-hoc and development work are 30 days from the date of invoice.
• Payment terms for web hosting are 15 days from the date of invoice.
• A 5% late fee will be applied to any invoices overdue, and this fee will continue to accrue for each month the invoice remains unpaid.
• For larger projects, payment schedules will be outlined in the project contract.

Damages

Rebellious Digital will not be held liable for:

• Delays in completing a project unless expressly agreed upon in writing.
• Website performance, database errors, or issues arising from third-party services or software integrations.

SSL Certificates & Security

Rebellious Digital provides SSL certificates for all hosted websites, which are renewed annually. Clients are responsible for ensuring their website remains compliant with any security updates or requirements unless covered under a specific maintenance contract.

Contact Us

In case of emergency, please reach us at hello@rebelliousdigital.co.uk or call us on 01268 772 772.