How long will my website maintenance take?
Website maintenance is performed within a set time frame so you'll always know how long your individual job will take. We'll provide you with the time frame for your job when your quote is issued, based on the service level agreement (SLA) below.
Website maintenance service level agreement
Your job will be completed within the time frames as shown in the table below.
|Hours quoted for a single job||Your job will be completed by|
|Less than one hour||5:00pm (17:00 h), the next business day*|
|Less than two hours||5:00pm (17:00 h), within two business days*|
|Less than three hours||5:00pm (17:00 h), within three business days*|
|Three or more hours||A time frame will be issued with your quote|
*Providing your request is received by 12pm (12:00 h), otherwise please add an additional business day.
How do I find out more?
Feel free to contact us if you have any questions.
Network Gate and iTTuva Compute SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of the Included Products and Services , or any other performance issues affecting the Included Products and Services: (i) that result from a suspension described in Section 6.1 of the Network Gate SLA Agreement; (ii) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the Included Products and Services; (iii) that result from any actions or inactions of you or any third party, including failure to acknowledge a recovery volume; (iv) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); (v) that result from failures of individual instances or volumes not attributable to Region Unavailability; (vi) that result from any maintenance as provided for pursuant to the Network Gate Agreement; or (vii) arising from our suspension and termination of your right to use the Included Products and Services in accordance with the Network Gate Agreement (collectively, the “Network Gate Compute SLA Exclusions”). If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.
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