Service Level Agreement

This sets out what you can expect from us on the sites, hosting and email we look after. It applies to every client on one of our hosting plans.

Availability

99% uptime guarantee on our hosting, measured monthly and excluding planned maintenance we have told you about in advance.
We monitor our servers around the clock, so if something goes down we usually know before you do and are already on it.
Planned maintenance is scheduled outside normal working hours wherever possible, and we tell you beforehand if it will affect you.
Unplanned maintenance is dealt with as quickly as we can. You can check our systems status at any time at sparkhost.co.uk.

Normal hours are Monday to Friday, 9am to 5pm. Email support@ecommweb.co.uk or ring 01302 325 032.
Emergencies, any time of day: email 999 (at) ecommweb.co.uk. An emergency means a site or shop that is down or unable to take orders, or email that has stopped working.
We aim to acknowledge everything the same working day, and to have a fix or a clear plan for anything urgent within one working day.
There is no charge for asking. Support is part of what you pay for, and we would far rather you rang than sat on a problem.

What to send us so we can answer first time is on the support page.

Sites and databases on our hosting are backed up regularly, and we test that those backups restore.
Certificates are renewed automatically, so your site stays on HTTPS without you having to think about it.
We apply security updates to the platforms we manage as part of your hosting.

Your invoices are available on request in a printer-friendly format.
We will never sell your personal details to other companies.
Your personal information is held in accordance with the UK GDPR and the Data Protection Act 2018. How we use it, how long we keep it and what rights you have over it are set out in our privacy policy.
You can ask at any time for a copy of the information we hold about you, and we will provide it free of charge within one month.

If you leave us, you take your site and your data with you. We will provide a copy of the files and database, and help your new supplier with a sensible handover.
We do not hold domain names hostage. Your domains are registered to you.

All complaints get a formal response as soon as possible.
All complaints are fully documented.
If you are not happy with how we have dealt with something, say so to support@ecommweb.co.uk and it will be looked at properly rather than defended.