THIS SERVICE LEVEL & MAINTENANCE AGREEMENT (the “Agreement”) is made between:

  • GreyPhox Digital, a company providing web design and digital marketing services, with its primary website located at greyphox.com (the “Provider”); and
  • The Client, a business or individual engaging the services of the Provider (the “Client”).

1. Overview and Purpose

This Agreement outlines the standards, responsibilities, and performance metrics for the hosting, maintenance, and support services provided by GreyPhox Digital. The goal is to ensure the Client’s website remains secure, functional, and optimized for performance.

2. Services Provided

We provide web hosting, email services, and ongoing website maintenance to keep your site fast, secure, and up-to-date.

The Provider agrees to provide the following services, subject to the plan selected by the Client:

2.1 Web Hosting & Security

  • Hosting: Providing secure and high-speed server space for the Client’s website.
  • SSL Certificates: Provision and management of free SSL certificates to ensure encrypted data transmission.
  • Email Services: Management of professional email accounts associated with the Client’s domain.

2.2 Maintenance Services

  • CMS Updates: Regular updates to the Content Management System (e.g., WordPress) core files.
  • Plugin & Theme Updates: Monitoring and updating third-party plugins and themes to ensure compatibility and security.
  • Security Monitoring: Regular scans to detect and mitigate malware or unauthorized access attempts.
  • Backups: Scheduled backups of website files and databases (typically daily or weekly depending on the service tier).

2.3 Optimization

  • Performance Monitoring: Ensuring lightning-fast loading speeds and mobile responsiveness.
  • Database Optimization: Periodic cleanup of website databases to maintain efficiency.

3. Service Availability & Performance

  • Uptime: We aim for 99.9% uptime. While we strive for perfection, occasional maintenance or external issues may cause brief downtime.
  • Speed: We prioritise lightning-fast loading speeds as part of our core service.
  • Backups: We perform regular backups of your website data.

3.1 Uptime Target

The Provider aims for a 99.9% uptime availability for hosting services, excluding scheduled maintenance.

3.2 Scheduled Maintenance

The Provider may perform routine maintenance to ensure system stability. The Provider will attempt to perform these updates during low-traffic periods. Except in emergencies, the Client will be notified at least 24 hours in advance of any maintenance expected to cause significant downtime.

4. Support & Response Times

  • Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT).
  • Response Time: We aim to respond to all support tickets at info@greyphox.com within 24 business hours.
  • Emergency Support: Critical site-down issues will be prioritised.

Support requests must be submitted via email to info@greyphox.com.

The Provider classifies support requests into the following categories:

  • Critical (Site Down / Major Security Breach): Initial response within 4 business hours. Aim for resolution within 24 hours.
  • High (Major functionality broken, e.g., Checkout failure): Initial response within 8 business hours.
  • Standard (General queries, minor content updates, CSS tweaks): Initial response within 1–2 business days.

Business hours are defined as 09:00 to 17:00 GMT, Monday through Friday, excluding UK public holidays.

5. Client Responsibilities

You agree to:

  • Provide necessary access to your site or accounts.
  • Not use the hosting for illegal activities or spam.
  • Keep your contact information current.

To enable the Provider to fulfill its obligations, the Client agrees to:

  • Provide necessary access credentials (FTP, CMS admin, Domain registrar).
  • Ensure all content provided to the Provider does not infringe on third-party intellectual property.
  • Notify the Provider immediately of any known errors or security concerns.
  • Refrain from making independent technical changes that may conflict with the Provider’s maintenance protocols without prior consultation.

6. Exclusions

This Agreement does not cover:

  • Issues caused by third-party services not managed by GreyPhox Digital.
  • Custom development of new features or significant design overhauls (these require a separate project quote).
  • Fixing issues caused by the Client or a third party making unauthorized changes to the site code or configuration.
  • Training or consultancy beyond the scope of technical maintenance.

7. Fees and Payment

  • Maintenance and hosting fees are billed in advance on a monthly or annual basis as agreed.
  • Failure to pay fees within 14 days of the invoice date may result in the suspension of hosting and maintenance services.
  • The Provider reserves the right to adjust fees with 30 days’ notice.

8. Limitation of Liability

While we do our best to protect your site, we are not liable for any loss of data, profit, or business interruption resulting from service outages or security breaches beyond our reasonable control.

  • While the Provider employs professional-grade security and backup measures, the Provider cannot guarantee that the website will be 100% immune to cyber-attacks or data loss.
  • The Provider shall not be liable for any loss of profits, loss of data, or indirect damages arising from service interruptions, regardless of the cause.
  • The Provider’s total liability under this Agreement is limited to the amount paid by the Client for the services during the three (3) months preceding the claim.

9. Cancellation

You may cancel your agreement with 30 days’ written notice. Upon cancellation, we will provide you with a backup of your site if requested.

10. Term and Termination

  • Duration: This Agreement commences on the date of the first payment and continues on a rolling basis.
  • Cancellation: Either party may terminate this Agreement by providing 30 days’ written notice.
  • Post-Termination: Upon termination, the Provider will provide a final backup of the site if requested (subject to an administrative fee). The Provider is not responsible for migrating the site to a new host unless a separate migration fee is agreed upon.

11. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of England and Wales. Both parties submit to the exclusive jurisdiction of the courts of England and Wales.