T&C’s

Getting to grips with the details.

Throughout this brochure you will have seen some of our technical jargon sprinkled throughout. To help you understand our service more, see our jargon busters below.

Support time

This is the maximum amount of time you have allocated, per month, for us to complete tasks on your website for you. This time is also used to host, maintain and manage your website.

Response time

This is the time you can expect for us to respond to your request. Requests are actioned within our office hours 9am to 5pm, Monday to Friday (excluding public holidays).

Turnaround time

This is how quickly one of our development team will begin investigating your query and completing work/fixes to resolve your problem. Please note we do not action any code deployments on a Friday as your website will not be monitored over the weekend. By only completing this work Monday-Thursday, we can ensure no issues will arise at potential peak times.

Support desk

This is our customer services and help desk which is available 9am until 5pm, Monday to Friday (excluding public holidays). Our support desk can be contacted via email, phone or through our online ticketing system. All packages include the help desk ticketing system which allows you to submit, track and view all requests.

Out of hours support

We will answer queries out or normal office hours (via our ticketing system) based on businesscritical urgency. We will fix any problems where needed, and where possible. Anything that is not deemed business critical will be responded to the next working day.

Digital Project team support

Throughout your contract you’ll have access to our Digital Project team who will ensure support tasks are actioned, run smoothly, on time and in budget.

Itemised reporting

Everything we do is tracked and recorded which means we can provide fully itemised reports that detail the work we’ve carried out for you. PAYG customers will receive an itemised report per incident.

Billing

Website Care contracts are billed in 15-minute increments, this means you won’t be charged for a full hour’s work if you only requested a small tweak on your site. PAYG customers will be charged a minimum of £150 + VAT to either fix or diagnose the issue. If the issue can’t be completed within the hour, an estimation will be provided to complete the task. Any time that remains unused will be rolled over for use within a 12-month period. Please note payment must be made for PAYG time before we will action your request.

Payment schedule

Minimum contract for packages is 24 months. Payment is taken as a monthly Direct Debit
payment in advance. Pay As You Go services have no monthly commitment but require pre-payment.