Normal Operating Times

We work between the hours of 8:00am to 6:00pm Monday-Saturday and 10:00am to 4:00pm on Sundays but can be contacted by email at any time.

We aim to respond to all emails within an hour but expect response times to take longer outside of our normal operating times.

IT / Tech Support

We offer general remote support to all clients who we currently provide other services. For example, Web or SEO services. We like to help where we can but if we get an emergency call out to your premises or for any remote support which becomes more complex and cannot be resolved in a reasonable amount of time, we may inform you that there will be a charge for our support services.

Our standard call out charge is £50.00 if we need to visit your premises. We may waive all or part of this charge for existing clients depending on the nature & complexity of the problem. Further charges may also apply and this will be disclosed to you where possible before sending out a technician.

On site support is charged at £30.00 per hour, starting 45 minutes after the time our technician arrives at your premises. We do not pro-rate our fees. An example being, if we are at your premises for just over an hour, the total cost for the on site support would be £70.00, the call out charge, plus 1 hour. We will of course excercise discretion and not charge uneccessary fees if our technicians are on site for a couple of minutes over a charging period. The hourly rate is calculated on a per technician basis.

Website & Systems Maintenance & Support

For the majority of websites we develop, clients contract us to continually manage and support them on an ongoing basis as their business needs change, which not only provides more flexible payment terms, it enables us to be proactive with offering support services.

For clients that have ongoing web services with us, we are happy to continually provide support to improve your website, as long as we originally built it. We reserve the right to ask for a fee if you need something major changed that will require us to allocate further resources or would like to implement a new large feature or process, i.e. major design changes to your website or a redesigned sales flow.

For clients where we have built websites but do not have an ongoing arrangement, we will provide general support for any problems that arise with the website we have built for a maximum of 12 months, free of charge. This level of support is limited to problems that are deemed to be caused by any of the coding/work that we completed.

Obvious exceptions to this which would incurr fees are where clients may accidentally cause their website to break, either by deletion of fundamental files or by any negligence upon updating the website with new pages and/or content. During this 12 month support period it would also be chargeable if those clients ask us to make fundamental changes to page structures or design, although we will be happy to negotiate our fee to help if you are having difficulty doing it yourself.

We generally encourage all clients to contract us on an ongoing basis when we are working on the website and back end systems. This is purely because we believe that a website or management system is never truly a finished product. Businesses grow and undergo changes and it is so much easier and cheaper if you have the developer's working alongside with you on your journey.

Hosting Services

We recommend and encourage our clients to allow us to host their domains, websites and/or systems in our own UK Data Centre. This enables us to maintain a very reliable level of service. We cannot be held responsible or help with downtimes that are due to third party hosting providers having server issues. Clients who use a third party host would need to contact them if there are subsequent problems with the service they are receiving. If there are serious issues clients can appoint us as a representive to act on their behalf in order to help get server issues resolved as quickly as possible. We may charge a fee for this depending on the nature and complexity of the event.

We would therefore recommend all clients using a third party to purchase back up services as part of their hosting package. Although we keep backups of all websites we have created, only those we actively maintain or host on our servers will we have an up to date version for. We will not be held responsible if a third party service goes down and we do not have an up to date backup and you suffer a loss of data.

In the unlikely event our own servers fail causing us to have to move a website or system we host to a different server, we will be able to run a backup of our own systems and get services running again fairly promptly. Our servers have multiple redundancies to prevent unplanned server shutdown but please note that the unexpected can happen with all electronic equipment. If an unsheduled shutdown should occur we will prioritise our resources to get the services back up and running as quickly as possible. If there is any major issue that cannot be resolved within 4 hours we will inform you at the earliest opportunity.

From time to time, our servers may require a quick reboot. This could be for example to deploy important security software that requires a system reboot. We only ever reboot our servers manually between the hours of 3:00am and 4:00am. We will not normally inform you prior to a reboot as services are only affected for approximately 30 to 60 seconds. We will however, inform clients who may be affected by any of our server maintenance if there is an expected outage of longer than 5 minutes.

As of 31st August 2024, there have been only 2 server reboots that affected web services clients since 1st January 2022. One was an unplanned reboot to restart a crashed service that prevented a client's website from running. The other was a planned restart to finalise a new piece of security software. On both occassions, affected services were offline for under 30 seconds.

Complaints Procedure

In the unlikely event that you are unhappy with any of the services we have provided to you, please contact us by email to info@WebHostPro.uk, outlining the situation and we will be happy to work with you to resolve the problem.

Service Specific Terms

We provide specific terms and conditions relevant to the services we provide so this SLA does not encompass all of our services and should accompany any other terms of service that are given.