Service Level Agreement
This agreement describes the standard level of service that all website hosting customers can expect from DevMarket. It attempts to quantify the levels of service that all hosting customers can expect, and the remedies we offer if we fail to provide service at those levels.
DevMarket provides website and data hosting services through a third party company called Dreamhost. We do not constantly check the websites hosted on Dreamhost to ensure they are functioning correctly as routine use, maintenance and software updates can affect website functions. It is therefore the responsibility of the client to ensure their website is functioning as it should.
DevMarket adheres to and is subject of Dreamhost’s Terms of Service.
Support, unless noted otherwise in a supplementary service level agreement is provided by DevMarket on a first-come, first-served “best effort” basis. We aim to at least acknowledge, if not fully answer, all emails to our advertised support address ([email protected]) within 2 working days. We aim to answer the phones during working hours, but under times of high demand or staff sickness, may defer to an answering service where we promise to return all messages as soon as possible.
For those websites hosted by Dreamhost which have been built (or part-built) upon the WordPress platform, please be aware that WordPress irregularly makes updates which means that Dreamhost may need to make updates to your site so that your website continues to work upon their servers. It is not known how many times per annum that WordPress makes updates, however, we estimate between 4 – 8 updates per year. The more functionality a WordPress site has the more time needed to make updates to that website.
DevMarket works reactively for such updates – we respond should we be informed of a critical change (by WordPress) or should the client point out an error in functionality. Please note, DevMarket cannot be held responsible for any functionality failure caused directly by an update to WordPress or a plug-in of which we were not made aware.
DevMarket will charge a minimum of £250 per annum for these updates. This cost will be invoiced at the same time as the hosting fee which is yearly in advance. Please note, WordPress updates are not considered to be maintenance of a website.
On occasion, when budget, time or requested functionality limits the opportunity for a bespoke build, an off-the-shelf solution in the form of a third party plug-in may be implemented.
Premium plug-ins may in some cases, require a subscription based or one-off licensing fee. Whilst DevMarket will make every effort to minimise ongoing maintenance costs, premium plug-ins will need to be updated outside of our update agreement, with any additional costs agreed by and passed onto the client.
Website hosting runs annually, paid in advance (in January). An invoice will be sent automatically at the time of renewal. Should a client not wish for DevMarket to renew the hosting service, we request a notice period of one month in advance of cessation along with details to where you would like the web files sent. If we do not hear such a request, it will be assumed that you do wish the web hosting to be renewed and are in agreement with the terms for the following year.
Should DevMarket be informed after this months notice period, DevMarket cannot be held liable for any delays caused in the transfer of hosting of your website to another server.
The Service level agreement runs in conjunction with DevMarket’s standard terms and conditions.
The customer shall not be entitled to any credit hereunder if the network downtime is caused by:
- actions of the customer or others authorised by the customer to use the service under the Agreement;
- customer application, software, or customer’s operating system failure, the result of network maintenance activity, denial of service attack, hacker activity, or other malicious event or code targeted against DevMarket or a DevMarket customer, or failure of any network or Internet Infrastructure not owned or managed by DevMarket.
- If customer has more than one website hosted on Dreamhost networks or servers, then a claim may be accepted for one hosted website.