|
This Service Level Agreement “SLA” sets out the terms under which Venture Website Design provides website hosting, maintenance, management, redesign and rebuild services to its clients. This SLA applies to all clients unless otherwise agreed in writing. 1. Parties This agreement is between: Venture Website Design referred to as “we”, “us”, “our” or “Venture Website Design” and The Client referred to as “you”, “your” or “the Client”. 2. Services Covered Depending on the package or agreement in place, services may include:
The exact services included will depend on the package agreed with the Client. 3. Hosting-Only Clients Hosting-only clients are clients who use Venture Website Design solely for website hosting and do not receive ongoing website management, maintenance, development or redesign services as part of their plan. 3.1 Minimum Notice Period Hosting-only clients are required to provide 30 days’ written notice to cancel their hosting service, unless the migration, redevelopment or website has been redesigned. Notice must be provided by email or another agreed written method. 3.2 Fees During Notice Period All hosting fees remain payable during the 30-day notice period. If hosting fees are paid in advance, no refund will be provided for unused time unless otherwise agreed in writing. 3.3 Transfer of Website Where reasonably possible, Venture Website Design will assist with the transfer of the website to another hosting provider. Any migration, transfer, backup, export or technical assistance may be charged separately unless included in the Client’s package. 4. Managed Website Clients Managed clients are clients who receive ongoing website support, management, maintenance, updates, development, redesign or rebuild services from Venture Website Design. 4.1 Minimum Notice Period Managed website clients are required to provide 90 days’ written notice to cancel their managed service. Notice must be provided by email or another agreed written method. 4.2 Purpose of 90-Day Period The 90-day period is required because website services often involve initial development, migration, ongoing work, planning, technical support, development time, software management and administrative costs. This period allows Venture Website Design to recover costs associated with providing the managed service and to properly transition the website if the Client decides to leave. 5. Redesigned or Rebuilt Websites Where Venture Website Design redesigns, rebuilds or significantly redevelops a Client’s website as part of a service package, the Client agrees to a minimum 90-day service period. If the 90 day notice period is not honoured, then Venture may look to redeem the cost of the initial development, design, migration and/or installation of the Clients website on Venture's servers. 5.1 Reason for Minimum Period The 90-day period is specifically intended to cover the cost of work outlaid by Venture Website Design, including but not limited to:
5.2 90-Day Period Unless otherwise agreed in writing, the 90-day notice period begins from the earlier of:
5.3 Early Cancellation If the Client cancels before the end of the 90-day period, Venture Website Design reserves the right to charge the remaining fees due for the balance of the 90-day period. Where additional project costs, third-party costs or agreed development costs have been incurred, these may also become payable. 6. Service Availability Venture Website Design will use reasonable care and skill to keep hosted websites available and functioning. 6.1 Hosting Uptime Target Where hosting is provided, Venture Website Design aims to maintain an uptime target of 99.9%, excluding:
6.2 Scheduled Maintenance Where possible, scheduled maintenance will be carried out during low-traffic periods. Advance notice may be provided where the maintenance is expected to cause significant disruption. 7. Support Support is provided according to the Client’s package. 7.1 Support Requests Support requests should be submitted by email or through the agreed support channel. Clients should provide as much detail as possible, including:
7.2 Response Times Unless otherwise agreed in writing, Venture Website Design will aim to respond within 3 business days. For critical issues, a staff member will be in contact within one business day. 8. Client Responsibilities The Client agrees to:
Delays caused by the Client may affect project timelines, support response times or launch dates. 9. Payments and Late Fees All fees are payable according to the agreed payment schedule. If payment is late, Venture Website Design reserves the right to:
Suspension of services does not remove the Client’s obligation to pay outstanding fees. 10. Third-Party Services Websites may rely on third-party services such as:
Venture Website Design is not responsible for outages, price changes, service changes or failures caused by third-party providers. Any third-party licence, subscription or renewal fees are the Client’s responsibility unless otherwise agreed. 11. Backups and Security Where included in the Client’s package, Venture Website Design will take reasonable steps to maintain website backups and security measures. However, no website can be guaranteed to be completely secure or immune from attack. The Client acknowledges that security risks may arise from:
Where malware removal, advanced recovery or specialist security work is required, this may be charged separately unless included in the Client’s package. 12. Termination 12.1 Hosting-Only Termination Hosting-only clients may terminate by giving 30 days’ written notice. 12.2 Managed Client Termination Managed clients may terminate by giving 90 days’ written notice. 12.3 Redesigned or Rebuilt Website Termination Where a website has been redesigned or rebuilt under a managed plan, the Client remains liable for the fees due during the minimum 90-day period. 12.4 Immediate Termination Venture Website Design may terminate or suspend services immediately if:
13. Website Ownership and Access Ownership of the website will depend on the specific agreement between Venture Website Design and the Client. Unless otherwise agreed:
Venture Website Design may withhold transfer assistance, backups or files where invoices remain unpaid. 14. Limitation of Liability Venture Website Design will use reasonable care and skill when providing services. However, Venture Website Design is not liable for:
Nothing in this SLA limits liability where it would be unlawful to do so. 15. Changes to This SLA Venture Website Design may update this SLA from time to time. Clients will be notified of any significant changes where appropriate. Continued use of services after changes have been communicated will be treated as acceptance of the updated SLA. 16. Agreement By purchasing, using or continuing to use Venture Website Design’s services, the Client agrees to the terms of this Service Level Agreement. |
|
Website Design Small brochure websites
Large brochure websites e-Commerce websites Managed websites Website Design for Schools Important Information |
Managing Your Website About Venture |
Digital Marketing |
|