This Service Level Agreement (“SLA”) describes the support, response targets, and service standards provided by Data Byte Limited (“we”, “us”, “our”) for eligible services and support plans.
This SLA applies to clients who have an active support/maintenance plan or a written agreement stating that SLA coverage is included. Unless stated otherwise in your contract, this SLA is a best-practice framework with target response and resolution times (not guarantees).
Covered services may include (as per your plan): website uptime monitoring, incident triage, bug fixes, performance checks, security hardening guidance, backups/restores, and small content or configuration changes.
Standard support hours: [Monday–Friday], [09:00–18:00] (UK time), excluding UK public holidays. If you have a premium plan with extended coverage, your contract terms will apply.
Critical incidents may be triaged outside standard hours where feasible, depending on your plan tier and the nature of the incident.
| Severity | Description | Examples |
|---|---|---|
| Sev 1 — Critical | Production system down or a security incident with active impact. | Site unavailable, checkout/payment broken, active compromise |
| Sev 2 — High | Major functionality impaired; no immediate workaround. | Core pages broken, major integration failure, severe performance degradation |
| Sev 3 — Medium | Partial functionality issue or workaround available. | Minor feature broken, layout issue on specific devices, non-critical plugin conflict |
| Sev 4 — Low | General request, small changes, cosmetic issues, questions. | Content updates, small UI tweak, “how-to” request |
“Response time” means the time to acknowledge the request and begin triage. “Resolution time” means the time to restore service or provide a fix/workaround, where feasible, based on complexity and third-party dependencies.
| Severity | Target response | Target resolution / workaround |
|---|---|---|
| Sev 1 — Critical | [1 hour] | [4–8 hours] (workaround ASAP, fix as soon as practicable) |
| Sev 2 — High | [4 hours] | [1–2 business days] |
| Sev 3 — Medium | [1 business day] | [3–5 business days] |
| Sev 4 — Low | [2 business days] | [Next scheduled cycle] or as agreed |
Resolution targets may be impacted by waiting for client approvals, credentials, or third-party platform actions.
For faster triage, include: affected URL/system, screenshots, error logs (if available), steps to reproduce, and whether the issue is new or recurring.
We may perform planned maintenance (e.g., updates, patches, infrastructure changes). Where maintenance could cause downtime, we aim to provide notice (typically [48–72 hours]) and schedule during low-traffic windows where possible.
Unless explicitly included in your plan, the SLA does not cover:
If service credits apply, they must be defined in your contract (plan tier, eligibility, and calculation method). Unless otherwise agreed, service credits (if any) are applied as account credits against future invoices and are the sole remedy for SLA-related claims.
Service credits are not available where downtime or failure is caused by client actions, third-party providers, force majeure events, or scheduled maintenance.
Security and backup coverage depends on your plan and hosting setup. Where included:
We may update this SLA from time to time. Updates will be posted on this page and reflected in the “Last updated” date. If you have a signed contract, contract terms take precedence for the duration of that agreement.
For support or SLA questions, contact us: