Support Levels

Detailed below are the website support levels provided by revotion.co.uk Limited. Unless included in an accepted quote or otherwise paid for, all site hosting is provided at the basic level only. Last updated: 10th April 2021

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 support@revotion.co.uk 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 support@revotion.co.uk 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 support@revotion.co.uk 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: