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Hosting SLA

By placing an order with Coderra Ltd, you confirm that you are in agreement with and bound by the hosting SLA below:

Definitions:

The Client / Customer / You : The company or individual requesting the services of Coderra Ltd.

Coderra Ltd: Primary designer/site owner & employees or affiliates.


Coderra Ltd. aims to deliver the highest possible levels of service availability and will endeavour to deliver 99.9% up time (excluding prearranged scheduled maintenance). Our server uses Linux™, MySQL™, and PHP™ and all our hosted packages offer full Plesk 12 control panel.

Hardware Failure
In case of hardware failure a pro-rata refund of monies paid, calculated on an hourly basis may be claimed from the time of the reported outage to the confirmation that the hardware is operational.

 

Website Hosted Service – Contract Term
All website hosting agreements are subject to a minimum term contract which starts at the date of purchase and ends on the closest following 31st March.

 

Website Hosted Service – Support Hours
Active Support can be requested from 09.00AM to 17.00PM Monday to Friday (excluding Bank Holidays). Support can be requested by telephone or email. Support is for issues with hardware and connectivity to the server and does not include assistance with the development of websites or training of staff. These services are available on a consultancy basis as required.

 

Website Hosted Service – Allocated Space
Space is initially limited to 5GB per agreement; however this can be increased for an additional charge if this is required. For most websites this is enough space as backups are kept on an external FTP server.

 

Website Monitoring
We monitor the server as a whole for malware. We also install the latest security on all WordPress websites that we host and add each site to our WordPress management system. This system enables us to monitor updates that are required on your website and make them for you. At the end of each month we update all safe plugins to the latest versions, as well as the bundled themes and WordPress core. All plugins that may cause problems upon updating are left untouched as are premium plugins. These keep each site secure and up to date. Should you wish to change plugins for upgradable ones, or upgrade them and troubleshoot problems, we can help you with this but a separate fee will be charged. Any customer not wishing to have their website monitored and managed may be required to find alternative hosting. We update WordPress sites to keep websites and the server secure.

 

Website Hosted Service – Backup
When we create your hosting on our server we setup backups to an external FTP server for security and as a failsafe. Should there be a hardware fault with the main server. Although we cannot guarantee the integrity of your data, it is rare that these backups fail. Small websites are backed up weekly. Online shops and sites with heavier usage are backed up daily. The backup repository stores the most recent 5 backups and removes the rest automatically. It is also possible for customers to create backups manually using the ‘backup manager’. These can be added directly to the hosted server or the external FTP server. We advise any customer making significant changes to their websites to make a manual backup first. We also backup websites daily to the cloud for an extra layer safety.

All backups contain complete website files and databases and emails, however if we revert to a full backup, emails will be reverted to the state they were in at the time of the snapshot. All new mail will be lost unless stored in your mail program. Backups can be restored in full (including email) or just the website files.

The number of backups kept in storage can be increased but this may also be charged.

 

Website Restoration
The website backups are free to download from within the control panel at any time and the process of restoring a site is relatively straight forward. Our backups can be used to restore single files as well as complete websites.

Restores are excluded from the Hosted SLA and are usually completed on the same day as the request. Should you need a website restoring from a backup there is a fee from £50 for a non-ecommerce website and from £75 for an ecommerce website. The fee is usually no more than quoted, but will be confirmed and agreed before restoration begins.

 

Hacked websites
Although we monitor the server and individual sites we cannot guarantee that your website will not get hacked. In the event of a hack we will restore the site to the closest uninfected backup. All passwords, database names and users will be changed and all admin users will be required to change passwords to more secure ones. Websites found to be hacked are suspended until the restore is complete.

Hack restores are excluded from the Hosted SLA and are usually completed on the same day as the request. Should you need a website restoring from a backup there is a fee from £50 for a non-ecommerce website and from £75 for an ecommerce website. The fee is usually no more than quoted, but will be confirmed and agreed before restoration begins.

Website Hosted Service – Software
All servers will be updated to utilize the latest software versions of MySQL and PHP. If any software that you deploy requires specific levels of these products then you must contact us to ensure that upgrades will not affect your sites.

Website Hosted Service – Exclusions
Hosting of your website is only and strictly the provision of space on which your website can be placed and served to the internet. It does not include any development, support or training on any aspect of website development, these services are available on a consultancy basis.

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