Service Level Agreement (SLA)
Our SLA outlines the service standards you can expect when working with us. It covers project delivery, response times, and ongoing support across website builds, branding, and digital marketing.
Our SLA outlines the service standards you can expect when working with us. It covers project delivery, response times, and ongoing support across website builds, branding, and digital marketing.
Our SLA sets out the service standards BrightPeak provides for hosting, maintenance, and ongoing retainers. It ensures clarity on uptime, support, and responsibilities.
Scope of SLA
This SLA applies to:
Website hosting & maintenance
Digital marketing retainers (SEO, PPC, content strategy)
Support & communication standards
Uptime Guarantee
Hosting availability: 99.9% monthly uptime (excluding planned maintenance)
Planned maintenance: Clients will be notified by email at least 48 hours in advance
Support Hours
Monday–Friday: 09:00–17:30 (UK time)
Critical issues outside hours: Treated as priority and addressed as soon as possible
Response & Resolution Targets
Critical (e.g. site down, security breach): Response within 1 hour, resolution target 4 hours
High (e.g. major feature failure): Response within 4 hours, resolution target 1 business day
Standard (e.g. minor bug, content edits): Response within 1 business day, resolution target 3–5 business days
Client Responsibilities
To maintain service standards, clients agree to:
Provide timely feedback and approvals
Deliver accurate content and assets
Follow security best practices (e.g. strong passwords, no unapproved code changes)
Exclusions
This SLA does not cover issues caused by:
Third-party platform outages (e.g. hosting providers, SaaS tools)
Unauthorised site or code changes made by the client or third parties
Force majeure events (natural disasters, large-scale internet outages, etc.)
Full SLA Documents
Support Contact
For assistance, email support@brightpeak.agency and include your domain or project name
Our SLA sets out the service standards BrightPeak provides for hosting, maintenance, and ongoing retainers. It ensures clarity on uptime, support, and responsibilities.
Scope of SLA
This SLA applies to:
Website hosting & maintenance
Digital marketing retainers (SEO, PPC, content strategy)
Support & communication standards
Uptime Guarantee
Hosting availability: 99.9% monthly uptime (excluding planned maintenance)
Planned maintenance: Clients will be notified by email at least 48 hours in advance
Support Hours
Monday–Friday: 09:00–17:30 (UK time)
Critical issues outside hours: Treated as priority and addressed as soon as possible
Response & Resolution Targets
Critical (e.g. site down, security breach): Response within 1 hour, resolution target 4 hours
High (e.g. major feature failure): Response within 4 hours, resolution target 1 business day
Standard (e.g. minor bug, content edits): Response within 1 business day, resolution target 3–5 business days
Client Responsibilities
To maintain service standards, clients agree to:
Provide timely feedback and approvals
Deliver accurate content and assets
Follow security best practices (e.g. strong passwords, no unapproved code changes)
Exclusions
This SLA does not cover issues caused by:
Third-party platform outages (e.g. hosting providers, SaaS tools)
Unauthorised site or code changes made by the client or third parties
Force majeure events (natural disasters, large-scale internet outages, etc.)
Full SLA Documents
Support Contact
For assistance, email support@brightpeak.agency and include your domain or project name
Our SLA sets out the service standards BrightPeak provides for hosting, maintenance, and ongoing retainers. It ensures clarity on uptime, support, and responsibilities.
Scope of SLA
This SLA applies to:
Website hosting & maintenance
Digital marketing retainers (SEO, PPC, content strategy)
Support & communication standards
Uptime Guarantee
Hosting availability: 99.9% monthly uptime (excluding planned maintenance)
Planned maintenance: Clients will be notified by email at least 48 hours in advance
Support Hours
Monday–Friday: 09:00–17:30 (UK time)
Critical issues outside hours: Treated as priority and addressed as soon as possible
Response & Resolution Targets
Critical (e.g. site down, security breach): Response within 1 hour, resolution target 4 hours
High (e.g. major feature failure): Response within 4 hours, resolution target 1 business day
Standard (e.g. minor bug, content edits): Response within 1 business day, resolution target 3–5 business days
Client Responsibilities
To maintain service standards, clients agree to:
Provide timely feedback and approvals
Deliver accurate content and assets
Follow security best practices (e.g. strong passwords, no unapproved code changes)
Exclusions
This SLA does not cover issues caused by:
Third-party platform outages (e.g. hosting providers, SaaS tools)
Unauthorised site or code changes made by the client or third parties
Force majeure events (natural disasters, large-scale internet outages, etc.)
Full SLA Documents
Support Contact
For assistance, email support@brightpeak.agency and include your domain or project name