The Sitekit Service Level Agreement
Limit of liability
Liability is limited to services we are contracted to provide and we will not own or share responsibility for problems with 3rd party networks which may affect your product/service's visibility on the World Wide Web.
Support
Scope of Support
We will support you via telephone and email, in (1) Sitekit interface use, and (2) connecting to the Sitekit system, and (3) Connectivity and availability support to your personnel who are able to authenticate using your client username and password. Support (1) & (2) Mon-Fri 9am - 5pm - support (3) 24x7x365 by email or by telephone on 0845 299 0900.
Incident Response
Support issues will be resolved in real time by our customer support team.
Incident Escalation
In the event that a technical issue cannot be resolved, then the incident will be escalated immediately to a system administrator who will resolve the issue within 24 hours.
Incident Resolution
You will be notified immediately when the issue is resolved. Should we fail in this promise then we will refund 1 days service for each additional day that it takes us to resolve our support issue.
Disaster Recovery
Hardware incident response
Should any hardware that we provide in your server fail then we guarantee to have an engineer attending to the issue within 30 minutes. Should we fail this promise and we are unable to rectify a hardware problem within 1 hour then we will refund you 1 day service for every 30 minutes we take over the initial 1 hour to resolve the issue, or we will provide you with an appliance.
Your data will always be safe as we backup every day. If we fail this promise we will refund 1 months service.
Limit of liability
Any compensation for product/service failure will be limited to those product/services detailed in this SLA and will be calculated in accordance with this agreement.
This SLA does not cater for support incidents requiring a Sitekit application patch. Sitekit will implement any such patch at its sole discretion. Sitekit will advise you within 24 hours should this be the scenario.
By entering into this agreement the client indemnifies Sitekit from all losses caused by service failures and Sitekits risk is limited to the compensation due under this agreement for the duration of the contract.
Reporting
Support KPI
Each month a report will be made available of our Customer Support Units overall performance.
Incident report
Each month a report will be made available of all incidents relating to your account and how we performed.
Availability report - up time & connectivity
Each month a report will be provided detailing service availability and connectivity.
Management - Point of contact
All issues should be reported immediately to our Customer Support Team on 0845 299 0900
If you have problems getting through then please call our direct head-office number 01478 613300.
Escalation
Complaints should be notified in the first instance to your nominated Account Manager or Business Development Officer. If you are not entirely satisfied with the way in which a complaint is considered then e-mail the Senior Management Team at who will investigate immediately and respond within 24 hours.
At any time during escalation you can write to our Managing Director who will investigate and address all issues within 1 month.
Sitekit Head Office Address
Sitekit House
Broom Place
Portree
Isle Of Skye
IV51 9HL
