Website Care & Support Service Level Agreement (SLA)

Universal Computing Ltd (“we”, “us”, “our”)

Universal Computing Ltd is committed to providing a reliable, predictable website experience through our Website Care Plans. This Service Level Agreement (“SLA”) explains what is included in each plan, how support is delivered, and the service standards you can expect.

This SLA covers the following Care Plans (“Plans”):

• Care Essentials (hosting infrastructure)

• Care Standard (maintenance, security, backups + monitoring)

• Care Premium (maintenance + security + backups + monitoring + SEO content and optimisation)

This SLA should be read together with our standard terms and conditions and any signed proposal/order form. Where there is a conflict, the proposal/order form takes precedence

• Website: the site(s) listed on your active Plan.

• CMS: your website content management system (typically WordPress).

• Business Hours: Monday–Friday, 09:00–17:00 (UK), excluding Bank Holidays.

• Critical Issue: website offline, hacked, or severe impairment affecting most users.

• Major Issue: key functionality broken (forms, checkout, login, critical integrations).

• Minor Issue: cosmetic or non-critical issue (layout, spacing, minor content display).

• Third-Party Services: systems not operated by us (payment gateways, CRMs, DNS providers, plugins/services you license independently).

2.1 Care Essentials – Coverage

Purpose: secure hosting platform access for websites you manage in-house.

Included:

• SSL certificate
• Unlimited storage & bandwidth
• Unlimited domains & sub-domains
• Unlimited 10GB mailboxes
• Staging environment
• Hosting control panel access
• Manual backup tools (where available via platform)

Not included (Essentials):

• CMS updates (core/theme/plugin)
• Malware cleanup/removal
• 24/7 monitoring and incident response
• Automated daily backups/retention/restore service
• Bug fixes and website troubleshooting (beyond hosting availability)
• Content edits or SEO work

Client responsibilities (Essentials): You remain responsible for content, updates, configuration, and backups/restores.

2.2 Care Standard – Coverage

Purpose: proactive website stability, security, and recoverability.

Includes everything in Care Essentials, plus:

• CMS updates (WordPress core/theme/plugin) performed safely (staging-first where required)
• Daily backups and restore support (quick restore)
• 24/7 monitoring (uptime)
• Malware scanning and security checks
• Performance optimisation (baseline improvements and ongoing tuning as appropriate)
• Google Analytics setup (or review of existing setup)
• Website support tickets for covered issues
• Discounted labour rates for out-of-scope work (quoted separately)

2.3 Care Premium – Coverage

Purpose: proactive maintenance plus ongoing growth via search and AI discoverability.

Includes everything in Care Standard, plus:

• SEO-focused content creation (pages/posts) using supplied or professionally produced content
• Keyword monitoring software and ongoing page checks
• On-page optimisation recommendations and implementation within agreed scope
• Ongoing content improvements to increase visibility across search engines and AI-driven search experiences

Important note: SEO outcomes depend on competition, industry, website history, and algorithm changes. We do not guarantee specific rankings or traffic levels.

3.1 How to Request Support

Support is delivered through our ticket system to ensure traceability and SLA compliance.

Submit a ticket here: Support Form
(For urgent matters, you may also contact your account manager using agreed contact methods.)

3.2 What Plans Include Support Tickets

• Care Essentials: hosting/platform access issues only (control panel, hosting availability).
• Care Standard: website maintenance/security/support for covered issues.
• Care Premium: includes Standard support plus SEO/content-related requests within Premium scope.

3.3 Ticket Priority, Response & Resolution Targets

We assign priority after initial triage. Response times apply during Business Hours.

High priority updates: we will provide progress updates at reasonable intervals while actively working the incident.

3.4 Weekend Support

Unless your proposal states otherwise:

• We monitor critical uptime events 24/7, where included, but active weekend support is limited.
• Critical incidents may be actioned outside Business Hours where feasible; otherwise, we respond at the next available Business Hours window.
  If you require guaranteed weekend support, it must be added to the contract.

4.1 CMS Updates (Standard & Premium)

• We apply core/theme/plugin updates regularly.

• Critical security patches may be applied faster where risk warrants.

• Updates are tested via staging where appropriate to reduce downtime risk.

Essentials: updates are not included.

4.2 Bug Fixes

• Standard & Premium: we fix bugs caused by covered updates or known configuration issues within the scope of your current site build.

• If a bug is caused by third-party services, unauthorised changes, or custom code outside scope, we will quote for remediation.

4.3 404 Errors & Redirects

• Standard & Premium: we can review reported 404s and advise on remediation/redirects where reasonable.

• Large-scale redirect mapping, structural SEO migrations, or post-launch information architecture changes may be chargeable.

4.4 Performance Optimisation

• Standard & Premium: includes baseline performance improvements and ongoing tuning as appropriate.

• Deep performance engineering (major refactors, heavy plugin replacement, bespoke caching/CDN strategy changes) may be quoted separately.

5.1 Hosting

All plans include access to our hosting platform (as specified in your order).
We can only guarantee service outcomes where the Website remains hosted on our approved platform and is not altered in a way that bypasses our controls.

5.2 Monitoring

• Standard & Premium: 24/7 uptime monitoring is included.

• Essentials: monitoring not included unless explicitly added.

5.3 Backups & Restore

• Essentials: manual backup tools may be available; you are responsible for running and validating backups/restores.

• Standard: daily backups and restore support included (quick restore).

• Premium: same as Standard.

Restore timelines depend on severity and access. We prioritise restores for Critical incidents.

• Standard & Premium: Google Analytics setup/check included.

• Optional reporting dashboards or monthly reports may be included if stated in your proposal; otherwise available as an add-on.

• Premium: SEO monitoring is included (keyword/page checks as per Premium scope).

7.1 Included (by Plan)

Essentials includes:

• Hosting + SSL + platform access

Standard includes:

• Essentials + CMS updates + monitoring + backups + malware scanning + covered support

Premium includes:

• Standard + SEO content + SEO monitoring/optimisation (within agreed scope)

7.2 Typically Charged Separately (All Plans)

The following are not included unless explicitly agreed in writing:

• Full redesigns/rebuilds, re-platforming, new templates, new page systems

• New features or bespoke development

• Complex third-party integrations or major changes to existing integrations

• Post-launch DNS/domain/email configuration changes not caused by us

• Content population beyond the Premium content scope (e.g., large catalogue uploads)

• Accessibility remediation projects (unless included in proposal)

• Emergency work resulting from unauthorised changes, nulled plugins, or compromised credentials

If a request is out of scope, we’ll let you know before work begins and provide a quote.

Plans are invoiced monthly or annually in advance (unless agreed otherwise).
Invoices are payable in accordance with your terms. Non-payment may result in suspension of services, which can impact updates, monitoring, and backup retention.

You agree to:

• Maintain secure access credentials and MFA where available

• Not install unauthorised, nulled, or unsupported software

• Provide timely approvals and content where required (Premium)

• Inform us of planned changes that may impact updates, performance, or security

• Ensure your content is lawful and compliant (including cookies/privacy where applicable)

Where you manage content, you are responsible for the accuracy and legality of the material you publish.

Where included under your Plan, we will:

• Maintain hosting platform availability to the stated targets

• Apply reasonable security and update practices

• Respond to tickets within SLA targets (during Business Hours)

• Use commercially reasonable efforts to restore service during incidents

We do not guarantee that a website will never be compromised; security is risk reduction, not risk elimination.

We are not liable for indirect or consequential losses (including loss of profit, sales, or goodwill).
Our total liability under this SLA is limited to the fees paid for the relevant Plan over the previous 6 months (or the total paid if shorter), except where liability cannot legally be limited (e.g., fraud, death/personal injury caused by negligence).

Either party may terminate in accordance with the cancellation terms in your agreement.
Upon termination:

• Managed updates/monitoring/backups cease

• Hosting may continue only as agreed while migration arrangements are made

• Backups may not be retained after termination

Reinstatement may require an audit/cleanup fee if the website has fallen behind on updates or has been compromised.

We may update this SLA periodically. The current version will always be available on our website, and material changes will be communicated in a reasonable manner.

For business websites, Care Standard is the recommended minimum for security, stability, and recoverability.
For lead generation and growth, Care Premium adds ongoing SEO content and monitoring to improve long-term search visibility.