Our Service Level Agreement (SLA) has been designed to give you peace of mind. To tell you what you can expect from us and what we’ll do to make things right if they were to go wrong. Our SLA covers the various components that keep your website accessible, functional and secure.
For our clients this SLA is a contract between you, and Cuppa. It outlines our responsibilities to you and the compensation we will provide if those responsibilities are not met.
We guarantee 100% uptime. We promise to keep your website live at all times, excluding scheduled maintenance or conditions beyond our reasonable control.
We promise we will respond to all requests from you within 12 hours on working days and within 24 hours on weekends and non working days, via email, video/phone call, with a confirmation that the request was received.
We promise to monitor all our servers 24 hours a day as standard and will respond to any alerts from our monitoring systems.
We promise to backup your website files and database once every 24 hours and hold backups for up to 30 days for as long as you are hosting with us.
If we fail to deliver on our 100% uptime promise we will credit you with 10% of your monthly fee, for every full 30 minutes of downtime, up to a maximum amount of your monthly fee. In order to make a claim on our SLA, please contact us with details, and we will investigate the claim for you.
Although we aim to always get it right, there are times when you may feel we have got it wrong. Valid feedback from you is an essential part of continuing to improve our services and maintain our high standards.
We take all complaints and disputes very seriously and ensure that lessons are learned where applicable. If you wish to make a complaint or raise a dispute with us, please submit an email to us – including as much detail as possible about your issue. We will acknowledge your email within 1 business day, and aim to resolve any issues within 5 business days.