Service Levels

Because our work is bespoke, the exact service levels for your setup — response times, any availability commitments, and what's included — are set out in your individual offer, not in a fixed price list. This page explains how we approach service generally.

1. Availability#

We host on infrastructure we operate or lease within the European Union, and we aim to keep your website and email reliably available. Where an offer includes a specific availability commitment, that commitment — and anything that follows from it — is set out in the offer.

Some things are outside our control and don't count against availability: planned maintenance we've told you about in advance, emergency security maintenance, force majeure (see Terms §9.2), faults caused by client content, code, DNS or credentials, failures of third parties outside our control (registries, certificate authorities, your registrar, recipient mail servers), and suspension for non-payment or breach of the Acceptable Use Policy.

2. Support#

We're a small team you can actually reach. How quickly we respond, and what's included in your support, is set out in your offer — because a simple site and a complex system don't need the same thing. What we won't do is hide behind a ticket queue: you deal with a person who knows your setup.

Work outside the agreed scope — new features, pages, design changes, third-party software we didn't supply, or work caused by client changes — is quoted separately before we begin.

3. Our maintenance commitments#

Where we host and maintain your setup, we will:

• apply security updates to the platform, operating system and runtimes;
• renew TLS certificates before they expire;
• keep an eye on availability, storage and certificate expiry;
• take and test backups (see the Backup Policy);
• keep the platform patched against known vulnerabilities;
• tell you in advance about planned maintenance that affects you.

4. Review#

Where these terms form part of your agreement, we may update them with 60 days' notice per Terms §13, with a right to terminate if you don't accept the change.