Our 90-day warranty means that any faults that arise with your development project, while we are exclusively managing it, will be fixed at no charge. A fault is defined as an issue that should not be present. If any other party changes the project (except via the CMS) then this warranty is void. Changes to third-party systems e.g. Google, Twitter or Facebook, which have a knock-on effect on functionality, are not included in the warranty.
Between the hours of 9 am and 5 pm, Monday to Friday, we provide free support to fix any faults under warranty, provide help, answer questions, reset passwords, etc. We will respond to critical issues, which stop a business from trading, the same day. We will resolve all issues as quickly as possible.
Outside of working hours, during waking hours, we monitor our hosting infrastructure and support system-wide issues for free. Any non-critical support issues raised out of hours will be investigated the next working day. If urgent support is required out of hours, it will be charged at our hourly rate, unless you are on a support contract.
Under certain circumstances, issues will have to be passed on to the companies that we use to provide the underlying services. These companies have industry-standard response times. We will endeavour to remain your point of contact for issues with your project.
We use Amazon AWS EC2 for unparalleled hosting infrastructure. We have in place multiple servers, with daily backups, that are kept for 7 days, so that in a disaster recovery situation we could have all services restored within 48 hours.
Remote access, remedial action for non-faults or user-faults, changes to content, or improvements to functionality will be charged at our standard rate.