Revotion Support Plans

Detailed below are the website support levels provided by Revotion. Unless included in an accepted quote or otherwise paid for, all site hosting is provided at the basic level only. Last updated: 30th July 2021

  1. We will respond to all support tickets within 24 office hours
  2. If your website is down (not available to visitors) we will respond within the hour (Monday-Friday, office hours, subject to availability)
  3. Low priority tickets will be actioned within 3–5 working days*
  4. Normal priority tickets will be actioned within 2–3 working days*
  5. High priority tickets will be actioned within 1–2 working days*
  6. Urgent priority tickets will be actioned on the same working day*
  7. We will keep a record of all support requests and provide a breakdown of support usage quarterly if you request it
  8. Support time is monthly and does not carry over from one month to the next
  9. We will update your plugins, theme and WordPress install inline with your plan. Your site will be fully checked post-update
  10. Should your support request require additional time outside of your plan to complete, we will advise in advance before commencing any work
  11. If we host your site, our Uptime guarantee as part of the SLA is 99% in any one calendar year
  12. We will take support requests via online ticket, email or phone
  13. If we do not host your website, we are not responsible for downtime on your server, but support time can be used to rectify issues
  14. We do not support sites that contain offensive materials (images, text or video). Should such material become available on your site, we reserve the right to cancel your Revotion Support contract immediately
  15. We will require access to your site and web hosting account at all times

*These times are guides. The amount of time required to action a request depends very much on the nature of the request. Note that requests for new development work are subject to schedule into the studio.

Your commitments

  1. You must notify Revotion Support of any plans to change themes, add new plugins or make template changes
  2. You must notify Revotion Support if any other third party has access to your site to make changes of any kind
  3. You must ensure that all passwords for the site are secure and of at least 8 alpha-numeric characters with non-dictionary words
  4. You will provide Revotion Support with access to your Google Analytics and Search Console accounts
  5. Fair usage – all our support clients are subject to fair usage of their support contracts. You will be notified of any over-use. We can then discuss options such as plan upgrades or ad-hoc support.

Basic Support

Bandwidth:

A website will be allocated according to the hosting agreement with allowances made for occasional overcapacity. Routinely exceeding allocated bandwidth will require a higher capacity hosting agreement. Drastically exceeding bandwidth allocation will lead to your site being temporarily disabled.

Uptime:

No guarantee of site uptime is made. Prior performance of sites on our hosting package averages a 99.9% uptime over a yearly period.

Core & Security Updates

Quarterly updates of all core WordPress and plugin files. Security updates will be applied to your content management system (WordPress, WooCommerce) as required and compatibility checking between a current website and security upgrades will be conducted. Specific website features or content may need to be disabled based on security patch requirements.

Backups:

No specific backups of site content or structure will be made. It may be possible to recover site data from system level backups, if this should be required. This would be a separate quote and outside the normal hosting agreement.

Technical Support:

Technical support will be available from the email [email protected] between the hours of 9am and 4pm Monday to Friday, with the exception of any bank holidays. Technical support is available only to direct employees of the client company, who will be considered authorised users. No technical support will be provided to users of the website or other third parties.

Hosting technical support covers only the availability of the site and email facilities upon our servers. All other aspects will be charged at standard business rates. The following issues are specifically not included in technical support:

Security & Maintenance

Bandwidth:

A website will be allocated according to the hosting agreement, with allowances made for occasional overcapacity. Routinely exceeding allocated bandwidth on a regular basis may require a higher capacity hosting agreement. Drastically exceeding bandwidth allocation, without prior written arrangements, will lead to your site being temporarily disabled.

Uptime:

No guarantee of site uptime is made. Prior performance of sites on our hosting package averages a 99.9% uptime over a yearly period.

Core & Security Updates

Weekly updates of all core WordPress and plugin files. Security updates will be applied to your content management system (WordPress, WooCommerce) as required and compatibility checking between a current website and security upgrades will be conducted. Specific website features or content may need to be disabled based on security patch requirements.

Backups:

An automated reversion backup of the site content will be made monthly, allowing your site to be reverted to the site contents of the preceding month. Monthly full site content and structure backups are also created. Recovering a site will occur without cost in the event of a disaster. Site recovery for other issues would be a separate quote and outside the normal hosting agreement.

Technical Support:

2x Hours of web development work is included

Technical support will be available as a priority from the email address [email protected] between 9am and 5pm Monday to Sunday, with the exception of any bank holidays. Technical support is available only to direct employees of the client company, who will be considered authorised users. No technical support will be provided to users of the website or other third parties.

Hosting technical support covers only the availability of the site and email facilities upon our servers. All other aspects will be charged at standard business rates. The following issues are specifically not included in technical support:

Full Support

Bandwidth:

A website will be allocated according to the hosting agreement with allowances made for occasional overcapacity. Routinely exceeding allocated bandwidth on a regular basis may require a higher capacity hosting agreement. Drastically exceeding bandwidth allocation, without prior written arrangements, will lead to your site being temporarily disabled.

Uptime:

No guarantee of site uptime is made. Prior performance of sites on our hosting package averages a 99.9% uptime over a yearly period.

Core & Security Updates

Weekly updates of all core WordPress and plugin files. Security updates will be applied to your content management system (WordPress, WooCommerce) as required and compatibility checking between a current website and security upgrades will be conducted. Specific website features or content may need to be disabled based on security patch requirements.

Backups:

An automated reversion backup of the site content will be made weekly, allowing your site to be reverted to the site contents of the preceding week. Weekly full site content and structure backups are also created. Recovering a site will occur without cost in the event of a disaster. Site recovery for other issues would be a separate quote and outside the normal hosting agreement.Recovering a site will occur without cost in the event of a disaster. Site recovery for other issues would be a separate quote and outside the normal hosting agreement. Copies of backups are available to clients for purposes of auditing site changes, maintaining a clear site history, and other usages.

Technical Support:

4x Hours of web development work is included

Technical support will be available via the support number between 9am and 7pm Monday to Friday, or from the email address [email protected] between 9am and 5pm Monday to Sunday, with the exception of any bank holidays. Technical support is available only to direct employees of the client company, who will be considered authorised users. No technical support will be provided to users of the website or other third parties.

Hosting technical support covers only the availability of the site and email facilities upon our servers. All other aspects will be charged at standard business rates. The following issues are specifically not included in technical support: