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Hosting T&Cs

Hosting Terms & Conditions

 

By ordering hosting from The Marketing Barn you agree to the following terms and conditions.

The acceptance of web hosting shall be deemed as a contractual agreement between the Customer and The Marketing Barn. By agreeing to these terms and conditions your statutory rights are not affected.

 

  1. Purpose

This document sets out what levels of availability and support the client is guaranteed to receive as part of the Web Hosting service provided by The Marketing Barn.

Please note that The Marketing Barn does offer multiple hosting packages each offering differing levels of support. On the standard hosting package, for example, developer support is restricted to bug fixes in design/functionality developed by The Marketing Barn. Support requests not relating to site maintenance and fixes will be charged at our standard hourly rate. Clients on the Support package (or higher) will receive X hours of support each month which can be used for website updates, development, graphic design or social media. These hours can be rolled over if not used but must be used within 3 months.

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent support and maintenance for website hosting and the website to the Client(s) by the Service Provider(s).

The objectives of this Agreement are to:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  • Present a clear, concise and measurable description of website hosting to the client.
  • Match perceptions of expected service provision with actual service support and delivery for both the website and website hosting.
  1. Service Agreement

The following detailed service parameters are the responsibility of The Marketing Barn in the ongoing support of this Agreement.

2.1. Service Scope

The following Services are covered by this Agreement;

  • Software and security updates
  • Regular backups of the website
  • Bug fixes in design/functionality developed by The Marketing Barn.

2.2 What is required by the Client

The Client responsibilities and/or requirements in support of this Agreement include:

  • Payment for all hosting costs at the agreed interval – Services could be suspended within 48 hours if funds are not received.
  • Reasonable availability of client representative(s) when resolving a service-related incident or request.
  • Providing The Marketing Barn with a minimum of 30 days notice of the ending contract.

2.3 What is required of The Marketing Barn

The Marketing Barn’s responsibilities and/or requirements in support of this Agreement include:

  • Ensuring 99.5% Network and Power Availability of service(s) for hosting.
  • Meeting response times associated with service-related incidents.
  • Appropriate notification to Client for all scheduled maintenance.
  • Ensuring the hosting facilities and website are secured.
  • Security updates and bug fixes are applied within agreed timescales for website and hosting and web platforms.

2.4. Service Assumptions

Assumptions related to in-scope services and/or components include:

  • A minimum of two full backups per week of the hosting account will be carried out and saved for 7 days.
  • Changes to services will be communicated and documented to the client with a minimum notice period of 30 days.

This SLA does not cover service-related incidents caused by problems in the following:

  • Client’s local area network.
  • Client-provided Internet connectivity or end-user software.
  • Entities inside the Client’s internal network including, but are not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment (except web browser software).
  • Client’s domain names, which are managed by the client themselves or an individual or organisation acting on their behalf.
  • Service requests which require major changes will be change requests and chargeable.

3.1 Data Centre Infrastructure, Security and Connectivity

Key Features
Threat Detection & Blocking

Our server environment dynamically detects and blocks malicious behaviour with WP Engine’s proprietary systems, making sure your site doesn’t suffer embarrassing and potentially costly hacks.

Automatic Backups

Daily full website and database backups with immediate restore options and full access to the last 14 days worth of backups.

Traffic Encryption with SSL

SSL stands for Secure Sockets Layer and, in short, it’s the standard technology for keeping an internet connection secure and safeguarding any sensitive data that is being sent between two systems, preventing criminals from reading and modifying any information transferred, including potential personal details.

Website Uptime Monitoring

Live website uptime detection and monitoring with automated notifications for any website downtime.

WordPress Optimised

Our platform is built to optimise WordPress in collaboration with Google’s backbone, delivering blazing fast site load times and website uptime.

  1. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

  1. Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

  • Support: 9:00 A.M. to 3:00 P.M. Monday – Friday

Calls received out of office hours will be forwarded to a voicemail service and best efforts will be made to action the call, however, no action can be guaranteed until the next working day

  • Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday

Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day

Any planned maintenance work that we require to carry out that will involve either a loss of service, or a risk of loss of service, will be advertised at least 2 working days in advance, and will be carried out at a time to ensure as a minimum an amount of disruption as possible.

4.2. Service Requests

In support of services outlined in this Agreement, The Marketing Barn will respond to service-related incidents and/or requests submitted by the Client within the following time frames:

  • 0-8 hours (during business hours) for issues classified as High priority.
  • Within 48 hours for issues classified as Medium priority.
  • Within 10 working days for issues classified as Low priority.

The following definitions will be used to determine the priority of a service-related incident or request unless the Service Provider and Client agree on an alternative definition:

 

High
  • Critical security upgrades/patches/bugfixes
  • Downtime investigation and resolution
  • A major function of the hosting service/website is not operational for multiple users
Medium
  • A minor function of the hosting service/website is not operational for one or more users (who can continue to use other hosting features)
  • A user has questions about the hosting service/website functionality or needs assistance in using the service.
Low
  • Non-critical upgrades e.g. Non critical CMS upgrade
  • Preparation for facilitating client penetration and other testing.
  • Enhancement requests
  • A user needs administrative service.
  • Content addition/modification/deletion
  • Implementing solutions to technology advances in browsers that may cause disruption to site functionality

The priority of any service-related incident or request not defined in the above table shall be subject to the agreement of the Service Provider and Client.