Service Level Agreement (SLA)
Last updated: Monday 17th February, 2025
1. Overview
This SLA outlines the level of service and support provided by Buchanan Drive Digital for clients on Essential, Core, and Advanced hosting plans.
2. Uptime Commitment
- We aim to maintain 99% uptime, excluding:
- Scheduled maintenance (pre-notified).
- Emergency maintenance.
- Downtime caused by third-party providers or client actions.
3. Support & Response Times
| Severity | Example Issues | Response Time (Standard) | Response Time (Premium Support) |
|---|---|---|---|
| Critical | Website down, security breach | Within 4 hours | Within 1 hour |
| High | Major functionality failure | Within 8 hours | Within 3 hours |
| Medium | Plugin issues, performance concerns | Within 24 hours | Within 8 hours |
| Low | General inquiries, minor bugs | Within 48 hours | Within 24 hours |
4. Maintenance & Updates
- WordPress core & plugin updates occur weekly (outside business hours).
- Mission-critical sites (eCommerce, high-traffic sites) may have custom maintenance windows.
5. Backups & Disaster Recovery
- Daily backups are stored onsite and will include offsite backups (coming soon).
- In case of data loss, restoration will be provided within 24 hours (pending data availability).
6. Security & Incident Management
- Live malware scanning & removal is included.
- In case of a security breach, we notify clients within 72 hours and assist in securing data.
7. Premium Support (Optional Upgrade)
- Extends support hours to 8am-10pm, Monday-Sunday.
- Faster response times for urgent issues.
- Pricing TBD – available upon request.
8. SLA Exclusions
This SLA does not cover:
- Downtime caused by client modifications, third-party software failures, or external attacks.
- Delays due to incorrect client credentials or permissions.
- Websites not fully managed under our hosting plans.
9. Escalation & Dispute Resolution
If an SLA breach occurs, clients may request a service review. Compensation (if applicable) is capped at one month of service credit.