SERVICE LEVEL AGREEMENT
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. (Note: Uptime guarantees apply exclusively to websites hosted on Daryo89 infrastructure.)
- 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.
- Hosting Environment: If you elect to host your website with a third-party provider, Daryo89 cannot guarantee server uptime or Time-to-First-Byte (TTFB) performance.
- Third-Party Exclusions: We are not responsible for downtime caused by external API failures (e.g., Google Maps, Stripe) outside of our control.