Support Levels for Websites

Support Levels for Websites

Detailed below are the website support levels provided by Spiral. Unless included in an accepted quote or otherwise paid for, all site hosting is provided at the basic level only.

Basic

Bandwidth:

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 average a 99.9% uptime over a yearly period.
 

Security:

Website will be maintained on a software and hardware platform meeting its normal operational criteria as defined in the hosting agreement. Operating system and application level security upgrades will be applied to the hosting as required to maintain server security. No compatibility checking between current website and security upgrades will be conducted. Spiral accepts no liability for incompatibilities between a hosted website and required security upgrades.
 

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:

Please check all aspects of your local Internet connection before placing a technical support call. Technical support will be available from the email address admin@spiralcom.co.uk and the telephone number 0113 205 1400 between the hours of 9am and 5pm 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:

DNS issue caused by domain names hosted by third parties.
Connection to specific client networks.
Connection to website browsers other than the standard development platform.
Issues with site functionality (which are covered under Terms & Conditions of Web Development).

Security Maintenance Hosting

Bandwidth:

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 average a 99.9% uptime over a yearly period.
 

Security:

Website will be maintained on a software and hardware platform meeting its normal operational criteria as defined in the hosting agreement. Operating system and application level security upgrades will be applied to the hosting as required to maintain server security. Security updates will be applied to your content management system (Joomla 1.5 or Drupal 6) as required and compatibility checking between current website and security upgrades will be conducted. Specific website features or content may need to be disabled based off security patch requirements.
 

Backups:

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

Technical Support:

Please check all aspects of your local Internet connection before placing a technical support call. Technical support will be available from the email address admin@spiralcom.co.uk and the telephone number 0113 205 1400 between the hours of 9am and 5pm 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:

DNS issue caused by domain names hosted by third parties.
Connection to specific client networks.
Connection to website browsers other than the standard development platform.
Issues with site functionality (which are covered under Terms & Conditions of Web Development).

Fully Managed Hosting

Bandwidth:

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 average a 99.9% uptime over a yearly period.

Security:

Website will be maintained on a software and hardware platform meeting its normal operational criteria as defined in the hosting agreement. Operating system and application level security upgrades will be applied to the hosting as required to maintain server security. Security updates will be applied to the client content management system (Joomla 1.5 or Drupal 6) as required and compatibility checking between current website and security upgrades will be conducted. Where required, your site will be redeveloped to maintain current features when they are impacted by security updates.
 

Backups:

Backups will be maintained on the following schedule:

Mon-Fri – Content backups.
7th, 14th, 21st, 28th of month – Full content and structure backups.
1st of month – Full content and structure backups.
 
Recovering a site will occur without cost in the event of 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:

Please check all aspects of your local Internet connection before placing a technical support call. Technical support will be available from the email address admin@spiralcom.co.uk and the telephone number 0113 205 1400 between the hours of 9am and 5pm 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:

DNS issue caused by domain names hosted by third parties.
Connection to specific client networks.
Connection to website browsers other than the standard development platform.
Issues with site functionality (which are covered under Terms & Conditions of Web Development).