SERVICE LEVEL AGREEMENT

Effective Date: December 2025 | Applicable to Managed Web Care Clients

This Service Level Agreement (SLA) defines the level of support, availability, and reliability you can expect from Daryo89 LTD.

1. SUPPORT TIERS & RESPONSE TIMES

Support tickets are prioritized based on your plan level and the severity of the issue.

Plan Level Critical Response
(Site Down / Security Breach)		 Standard Response
(General Queries / Content)
Elite Growth
(£350/mo)		 2 Hours Same Business Day
Performance Care
(£150/mo)		 4 Hours 24 Hours
Essential Care
(£75/mo)		 4 Hours 48 Hours

*Times apply during standard Business Hours (Mon-Fri, 09:00 – 17:00 UK Time). Critical issues reported via the Emergency Channel are monitored 24/7.

2. INFRASTRUCTURE & UPTIME

We leverage IONOS Cloud (VPS) enterprise architecture to ensure maximum resilience.

  • 99.9% Uptime Guarantee: Utilizing high-performance Virtual Private Servers (VPS) and dedicated resources for stability.
  • Daily Backups: All data is backed up daily to secure off-site storage and retained for 30 days.
  • Global CDN: Content delivered via Cloudflare Enterprise for lightning-fast speeds worldwide (Performance & Elite plans).

3. SECURITY & HACK REMEDIATION

We take proactive measures to secure your digital asset. However, in the unlikely event of a security breach:

  • Performance & Elite Clients: “Hack Fix Guarantee” is included. We will restore and clean your site at no additional cost.
  • Essential Clients: Security restoration is billed at our standard hourly rate (£100/hr).

4. MAINTENANCE SCHEDULE

To maintain security compliance, we perform Weekly Updates on all plugins, themes, and core files.

Updates are scheduled during low-traffic windows (typically weekends) to minimize disruption. For Performance and Elite plans, we perform Visual Regression Testing before deployment to ensure design integrity.

5. CLIENT RESPONSIBILITIES & EXCLUSIONS

To ensure we can meet this SLA, you agree to the following:

  • Reporting: You must report critical issues immediately via the Client Portal.
  • Access Control: Do not give administrative access to unauthorized third parties or attempt to modify core files. Daryo89 is not responsible for downtime caused by client interference.
  • Billing: Your payment method must remain active. SLA guarantees are suspended for accounts in arrears.
  • Third-Party Exclusions: We are not responsible for downtime caused by external API failures (e.g., Google Maps, Stripe) outside of our control.

DARYO89 LTD | Company No: 14758584 | Registered Trade Mark: UK00004255208