Operating hours
Monday to Friday, 9am to 5:30pm. Closed on weekends and bank holidays.
In an emergency, such as a site being down, our normal hours come second and we work on the problem until it is fixed.
Critical support
Issues that affect whether a website or its server works at all. These are our top priority and are worked on until resolved, for example:
- A website completely down or not responding
- DNS problems affecting our web servers
Response time: we aim to start work within one hour of a report during working hours.
Non-critical support
Tasks that do not put a site at immediate risk, for example:
- Extra resources, bandwidth or disk space
- Email set up and troubleshooting, when hosted with us
- Password resets and minor fixes
These are handled in the order they arrive, and usually resolved within 48 working hours.
Hosting and backups
Our servers come from trusted providers with a 99.9% uptime guarantee.
- Website files and databases are backed up every day.
- After a hardware or technical failure, we restore the site as quickly as possible.
- Images, downloads and other files you upload are your responsibility. Please keep your own copies.
We are not liable for downtime or data loss caused by outside factors, hardware failures or third party services, but we will always do our best to limit disruption.
Migration
If you want to move your website or database to another provider, we will help, once all outstanding invoices are paid.
Quotes
Quotes are based on our experience of similar projects and sent in writing by email. If the scope changes significantly, such as major design or functionality changes, we will tell you about any extra cost before doing the work.
Invoicing and payment
- Ad hoc development and design work is charged at £40 per hour.
- Development invoices are due within 30 days, hosting invoices within 15 days.
- A 5% late fee is added to overdue invoices, and again for each month they remain unpaid.
- Larger projects have their own payment schedule, set out in the project contract.
Liability
We are not liable for:
- Delays in completing a project, unless a deadline was agreed in writing.
- Performance, database errors or problems caused by third party services or software.
SSL and security
Every website we host has an SSL certificate, renewed each year. Keeping a site up to date with security updates is your responsibility unless it is covered by one of our care plans.
Contact us
Email hello@rebelliousdigital.co.uk or call 01268 772772. Post: Rebellious Digital Limited, 105 London Road, Benfleet, Essex SS7 5TG.
