This Service Level Agreement (“SLA”) outlines the levels of service and support provided by Digital Rugby, a brand operated by 1 Point 3 Creative Ltd (“Provider”), to the Client.

By accepting a Quotation or Client Order, the Client agrees to this SLA. This SLA is applicable as of the date of the Quotation or Client Order.

1. Purpose

This SLA outlines the levels of service and support the Provider agrees to deliver for the maintenance, support, and hosting of the Client’s website(s) and related digital services. The objective is to ensure clear expectations and understanding between the Parties.

2. Scope of Services

2.1 The Services covered by this SLA include:

  • Website hosting and performance monitoring.
  • Regular updates for plugins, themes, and WordPress.
  • Security monitoring and issue resolution.
  • Backups using Duplicator Pro, stored on Google Drive.
  • Uptime monitoring and incident response.

2.2 Any additional services outside the scope of this SLA must be agreed upon in writing and may incur additional fees.

3. Service Availability

3.1 The Provider will use commercially reasonable efforts to maintain website uptime of 99% per calendar month.

3.2 The uptime calculation excludes:

  • Scheduled maintenance, with at least 48 hours’ notice provided.
  • Issues caused by third-party vendors or services (e.g., hosting providers, plugin developers).
  • Client actions, including but not limited to unauthorized modifications or content uploads.
  • Force majeure events, such as natural disasters, cyberattacks, or internet outages beyond the Provider’s control.

4. Support and Response Times

4.1 Support Hours:

  • Support is available via email during the following hours: Monday to Friday, 9 AM to 5 PM (UK time), and Saturday, 9 AM to 12 PM (UK time).

4.2 Response Times:

  • Critical issues (e.g., website down): Initial response within 4 hours during support hours.
  • Non-critical issues (e.g., plugin updates): Initial response within 24 hours during support hours.

4.3 Resolution times depend on the complexity of the issue and may be affected by external dependencies.

5. Client Responsibilities

5.1 The Client agrees to:

  • Provide timely access to website(s), hosting platforms, and administrative panels as needed.
  • Notify the Provider promptly of any issues or changes affecting the website(s).
  • Ensure timely payment of all fees.

5.2 The Client acknowledges that delays in providing requested information or approvals may impact resolution times.

6. Exclusions and Limitations

6.1 The Provider is not responsible for:

  • Issues arising from third-party software or services beyond its direct control.
  • Loss of data caused by Client actions or unauthorized modifications.
  • Downtime due to hosting provider outages or maintenance.

6.2 Services do not include:

  • Development of new features or redesigns unless separately agreed upon.
  • Resolving issues caused by third-party plugins or extensions not maintained by the Provider.

7. Reporting and Communication

7.1 The Provider will deliver reports detailing:

  • Website uptime and performance metrics.
  • Security updates and actions taken.
  • Backup completion status.

7.2 All communication will be conducted via email unless otherwise agreed.

8. Fees and Compensation

8.1 The fees for Services are detailed in the Quotation or Client Order.

8.2 Payment terms:

  • Monthly fees are due in advance by the first day of each month.
  • Additional fees for out-of-scope work will be invoiced separately and must be paid within 14 days.

8.3 Late payments will incur a 1.5% interest charge per month on outstanding amounts.

9. Term and Termination

9.1 This SLA will remain in effect for the duration specified in the Quotation or Client Order unless terminated by either Party.

9.2 Either Party may terminate this SLA:

  • With 30 days’ written notice.
  • Immediately, if the other Party breaches any material term and fails to remedy the breach within 14 days of notice.

9.3 Upon termination:

  • The Provider will deliver any remaining reports or backups.
  • The Client will pay for all Services rendered up to the termination date.

10. Liability and Indemnification

10.1 The Provider’s liability for any claims arising from this SLA is limited to the fees paid by the Client in the 1 month preceding the claim.

10.2 The Client agrees to indemnify and hold harmless the Provider from any claims, damages, or liabilities arising from:

  • The Client’s misuse of the website(s).
  • Content provided by the Client.

11. Dispute Resolution

11.1 The Parties agree to resolve disputes amicably through negotiation.

11.2 If negotiation fails, disputes will be resolved through mediation in accordance with the rules of [Insert Mediation Institution].

11.3 Any unresolved disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Governing Law

This SLA is governed by and construed in accordance with the laws of England and Wales.

13. Notices

All notices under this SLA must be in writing and delivered to:

Digital Rugby: 24 Regent Place, Rugby, CV21 2PN, United Kingdom