Artifice Creative
Service Level Agreement

At Artifice Creative, we understand the importance of fast reliable hosting to deliver your product/service to an online audience. Downtime and disruption can have a negative impact on your business. Therefore, it is important for you to have confidence in your chosen hosting provider and their responsibilities.

Artifice Creative’s Service Level Agreement (SLA) has been constructed to give you (the Client) piece of mind. The agreement outlines the standard level of service to be expected from Artifice Creative’s web hosting service. This SLA attempts to quantify the levels of service that all hosting Clients can expect, and the procedures we have in place if we fail to provide service at those levels.

Artifice Creative provides a managed hosting service for all our websites and offer a 99% uptime. Regarding this managed service, we monitor our websites routinely to ensure they are functioning correctly with all required software updates carried out.

Server Uptime

Artifice Creative guarantees that the Client’s website will be available 99% of the time, excluding maintenance, as defined below.
1/ Network downtime: the Client’s hosted website being unable to be viewed or accessed through the Internet, caused by failure of network equipment managed by Artifice Creative, excluding scheduled or emergency maintenance.

2/ Maintenance: scheduled maintenance or emergency maintenance. Scheduled Maintenance refers to any maintenance in the Artifice Creative’s servers of which the Client is notified at least 5 days in advance. Emergency maintenance refers to any maintenance in the Artifice Creative network/servers that:
(a) in Artifice Creative’s sole discretion, is necessary to avoid an immediate threat to the Artifice Creative networks/servers or Client’s server and
(b) of which the Client is notified.

Response Times

Support is provided by Artifice Creative on a first-come, first-served. We aim to respond to any emails we receive through our support email address (hello@artificecreative.co.uk) within 5 working hours. We aim to answer any calls during operating hours, but during periods of high demand/sickness, may defer to an answering service where we advise the Client to state their query/issue. We promise to return all messages as soon as possible.

Alternatively, we advise the Client to contact us through our contact form (http://www.artificecreative.co.uk/get-in-touch/) or via the live chat feature on our website (http://www.artificecreative.co.uk/)

WordPress

Websites hosted with Artifice Creative that have been built within the WordPress platform, please be aware that WordPress sporadically releases software updates. This can result in Artifice Creative potentially needing to carry out updates to a Client’s site in order to ensure the no issues occur.

Please bear in mind that the more functionality a WordPress site may have, the more time is required to make the appropriate updates to that website.
Please note, WordPress updates are not considered to be maintenance of a website.

Artifice Creative works reactively for such updates – we respond should we be informed of a critical change (by WordPress) or should the client point out an error in functionality. Please note, Artifice Creative cannot be held responsible for any functionality failure caused directly by an update to WordPress.

WordPress plugins updates however will be covered within the hosting fee.

Hosting Activation

Website hosting with Artifice Creative will only activate once the site has been pushed live (available to receive online traffic). Whilst the site is in the development phase within a test environment on the server, the Client will not be charged hosting for this period.

The above is approved within the initial project proposal or from previous discussions with the Client. As a result, the Client accepts that:
(i) their website will be built in accordance with the specification of Artifice Creatives hosting environment
(ii) the server space will be set up accordingly
(iii) their website shall be setup on Artifice Creative hosted solution.

Alternative Hosting

Should the Client not wish for Artifice Creative to provide a hosting service they should inform Artifice Creative as soon as possible and certainly prior to the server space being set up as they will incur costs otherwise.

Should the Client wish to host their website elsewhere, it is the responsibility of the Client to ensure the alternative server will be set up correctly to host their website. Whilst we will work with the Client to ensure all works smoothly, Artifice Creative cannot be held responsible for any security or compatibility issues their website will face on an alternative server or speed/optimisation assurances that may be hampered by the alternative hosting provider.

If Artifice Creative is informed the Client wishes for their website to be hosted elsewhere, Artifice Creative will provide all relevant files with a zip folder to assist in the migration of the site.

Hosting Fees

The cost of Artifice Creative hosting services are as stated within the project proposal and are determined upon the expected size, scope and functionality of the web files.
The fees cover the cost of setting up the server space but also for maintenance of the Client’s website, reducing the potential of downtime.

Renewals

Artifice Creative’s hosting renewals are generated automatically on a yearly basis.

Clients are given the opportunity to provide an individual annual payment or split these payments over a 12 month period (via monthly direct debit). Invoices will be generated and presented to the client (3-4 weeks in advance) prior to commencement of the hosting service. We require each invoiced payment in full.

Backups

Websites hosted with Artifice Creative are backed up (including site files and database) once daily to ensure the Client’s website can be restored if the site experiences any network downtime or security breaches.

Each scheduled backup is stored for to 20 days.

Cancellations

The Client is free to cancel the hosting service at any time and this should be done in writing.
W require a minimum notice period of four weeks prior to a cancellation request.
In the event of Artifice Creative being notified after this notice period, this will lead to the Client supplementing hosting charges for the subsequent 4 weeks (or 1 month). This will accommodate the appropriate time to allow us to assist the Client in the transfer of web files to another hosting supplier. Artifice Creative cannot be held liable for any loss (financial or otherwise) to the Client any transfer delay may cause.

Transfers

Should a transfer of hosting service be requested, we are happy to package and send the website files (and database) to the Client. Alternatively, we can upload directly to the server space should this be preferred.
Following the web file transfer we will remove the files from our server space.
The transfer (and removal) will incur an additional fee.

Compensation

If the Client is not supplied with our 99% uptime promise which is caused outside of the network downtime exceptions, we will compensate the Client 50% of the monthly hosting fee if the period of downtime exceeds 4 hours from being first reported. If you believe this is the case, you can make a claim via our contact form (http://www.artificecreative.co.uk/get-in-touch/). We will investigate each claim through monitoring our logs before providing the appropriate compensation.

Exceptions

The Client shall not be entitled to any compensation hereunder if the network downtime is caused by:
(i) actions of the Client or others authorised by the Client to use the service under the Agreement
(ii) Client application, software, or Client’s operating system failure
(iii) the result of network maintenance activity, (iv) denial of service attack, hacker activity, or other malicious event or code targeted against Artifice Creative or a Client, or
(v) failure of any network or Internet Infrastructure not owned or managed by Artifice Creative
(vi) If the Client has more than one website hosted on Artifice Creative’s servers, then a claim may be accepted for one hosted website.

Definitions

  1. “Artifice Creative”, “we”, “us”, “our” refers to the Artifice Creative Team.
  1. “Service” refers to any hosting or connectivity service offered by Artifice Creative, including but not limited to Hosting, Support and Maintenance Agreements.
  2. “Client”, “you”, “your” refers to you, the person or persons in whose name(s) a service is maintained by.
  3. “Operating hours” refers to 9:00am to 5:00pm, Monday to Friday, excluding English bank holidays.
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