Website Support & Maintenance Agreement
This Website Service Level Agreement (SLA) applies to you (“Customer”) if you have ordered any of the following web hosting account services from LifeDrive (the “Services”) and your account is current (i.e., not past due) with LifeDrive:
Web hosting plans (Email, Standard, Enhanced, Advanced range of plans)
As used herein, the term “Website Availability” means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer’s website is available for access by third parties via Hypertext Transfer Protocol (HTTP), as measured by LifeDrive (“we” or “us”).
1. Support access and response
1.1 We provide access to support as follows:
a. Help desk email support: available Monday to Friday, excluding public holidays from 9:00 AM to 5:00 PM.
b. Phone support: generally Monday to Friday, excluding public holidays from 9:00 AM to 5:00 PM.
c. After hours emergency: this is provided on a best efforts basis. Depending on the nature, complexity and time involved with out of hours support, LifeDrive reserves the right to make a charge for some or all of this time, over and above the Enhanced and Advanced plan inclusions.
1.2 We aim to respond to all support requests within one day. Response times may vary depending on the complexity of enquiry and current support request volumes.
2. Standard Support Package Services
2.1 Standard Support Package services are the base level of the services provided by LifeDrive and includes:
a. Help desk/email support: during standard hours of trade (weekdays 9AM to 5PM); excluding public holidays.
b. Routine backups: 30 day rolling backups of website content are retained on our server for your website/s.
c. Software – Content Management System (CMS) updates and patches.
d. Security – Monitoring and managing tasks.
e. Stability/Visibility – Google webmaster monitoring and config.
f. Design – Ongoing minor website design enhancements & tweaks.
g. Content – Minor content updates and edits.
h. Images & Graphics – One or two new images (as supplied) resized and optimised for website.
i. Search Engine Optimisation (SEO) – Basic optimisation for your website based on your preferred key words.
j. Troubleshooting: we can spend a few minutes to help diagnose any website problem.
2.2 Hosting specific items included are:
a. 3 GB Hosting Space on our raid 10 servers with 100mb connection.
b. 1 Domain name.
c. Super Fast Double Redundancy Servers.
d. Automatic 30 day rolling backups of website content.
e. Backup restores: the amount of backup restores allowed each month is 2.
3. Enhanced Support Package Services
3.1 Enhanced Support Package services are the second tier level of the services provided by LifeDrive, over and above the ‘Standard’ package and includes:
a. After hours emergency: we provide a means to contact us directly outside of hours and escalate issues and requests directly to management.
b. Website protection: should someone maliciously attack your website, deface it, or similar detriment we will restore your website to full working order and then secure it on your behalf.
c. Website administration: we provide hands-on technical support and manage your web hosting and email so you can focus on your business.
d. Content – Medium scale content updates and edits, such as new entire pages or sections.
e. Modules – install, configure and setup additional ‘out of the box’ content modules.
f. Images & Graphics – Up to five new images (as supplied) resized and optimised for website.
g. Reporting – Changes/edits to ‘existing’ Google Analytics dashboards or email reports.
3.2 Social Media specific items included are:
a. Multiple social media account integration and support – so that they deliver the best possible R.O.I.
b. Social media content optimisation and distribution – All of your social media can be managed from a single social network that you choose. We don’t actually add content to your social media, we make the content you add easier to produce and distribute.
3.3 Hosting specific items included are:
a. 5 GB Hosting Space on our raid 10 servers with 100mb connection.
b. 3 Domain names.
c. Backup restores: the amount of backup restores allowed each month is 4.
4. Advanced Support Package Services
4.1 Advanced Support Package services are the third tier level of the services provided by LifeDrive, over and above the ‘Standard’ and ‘Enhanced’ packages and includes:
a. After hours emergency & out of hours support: unlimited service provided on a best efforts basis.
b. Website maintenance: we act as your personal web team to advice on and maintain your website for you.
c. Website development: we perform agreed development work on your website as directed such as:
i. adding pages and content
ii. enhancing website functionality
iii. copying files and images to website
iv. installing web applications
d. Solutions analysis: we review, research and recommend systems and solutions to enhance your website and provide you and your business with competitive advantages.
e. Content – Large scale content updates or revamps, including entire pages, sections and navigation.
f. Templates & Layouts – Design, install and setup additional page/content templates/layouts.
g. Images & Graphics – Up to ten new images (as supplied) resized and optimised for website.
h. Reporting – Setting up additional Google Analytics dashboards and email reports.
i. eCommerce – Integration of existing service providers. (Depending on requirements and complexity this may need to be quoted on as a small project)
j. Business Systems Integration – Integration to existing systems such as mail and practice management systems. (Depending on requirements and complexity this may need to be quoted on as a small project)
4.2 Social Media specific items included are:
a. Facebook Profile and Cover image design and support.
4.3 Hosting specific items included are:
a. 10 GB Hosting Space on our raid 10 servers with 100mb connection.
b. 5 Domain names.
c. Unlimited website restores per year.
d. We set you up with cpanel accounts.
a. Access to Digital Marketing advice and consulting. Discuss your desired website goals and receive professional advice.
4.5 Where a quoted amount of time for an advanced support request is provided by Lifedrive, the quoted amount of time will be deducted from your advanced support quota rather than actual amount of time upon completion.
5. Website Server availability agreement
5.1 LifeDrive aims to achieve 99% website availability to all customers.
5.2 Website availability conditions
5.2.1 Customer shall not receive any credit under in connection with any failure or deficiency of Website Availability caused by or associated with:
a. circumstances beyond LifeDrive’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, earthquake, hurricane or other acts of God, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
b. failure of access circuits to the LifeDrive Network, unless such failure is caused solely by LideDrive;
c. scheduled maintenance and emergency maintenance and upgrades to server or web site;
d. DNS issues outside the direct control of Web Adept;
e. issues with FTP, POP, IMAP, or SMTP customer access;
f. false SLA breaches reported as a result of outages or errors of any Web Adept measurement system;
g. customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of LifeDrive’s Terms and Conditions and Acceptable Use Policy;
h. e-mail or webmail delivery and transmission;
i. DNS (Domain Name Server) Propagation.
j. outages elsewhere on the Internet that hinder access to your account. LifeDrive is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. LifeDrive will guarantee only those areas considered under the control of LifeDrive: LifeDrive server links to the Internet, and LifeDrive’s servers.