What happens when my website breaks?

You raise a ticket through your customer portal and describe the impact. We assign the priority acting reasonably, based on what you have told us and our own assessment of severity, and then aim for the published first-response target for that priority: 2 business hours for Urgent, 4 business hours for High, 1 business day for Normal, 2 business days for Low.

Those targets run during Business Hours: Monday to Friday, 9am to 5:30pm UK time, excluding public holidays in England and Wales. A ticket raised at 8pm on a Friday is treated as received at 9am on the next working day. The more detail you give us to reproduce the issue, the more useful that first response will be.

The SLA says this in as many words: the targets are goals we work hard to meet, not guarantees. We would rather you knew that before you signed than after something broke.

They are also first response times, not fix times. How long a repair takes depends on the nature of the fault, on whether it sits in our systems or a third party's, and on the access and information available to us. We use reasonable endeavours to resolve an issue as quickly as is practical and to keep you updated, but we do not commit to a guaranteed time to fix.

For website and application hosting we provide as part of your Care Plan, we target 99.9% monthly uptime. It is measured per service across a calendar month, using our own monitoring, after excluding scheduled maintenance, emergency maintenance and force majeure. It is a target, not guaranteed uptime.

The limits matter. The target and the service credits apply only to hosting we provide, not to third-party hosting, not to automated marketing output, and not to live AI agents. For live agents we use reasonable endeavours to keep the agent operational but offer no uptime target and no credits for agent availability, because that can depend on providers and infrastructure outside our control. A service also counts as available if it is responding normally, even where an individual feature or integration it relies on is temporarily degraded.

If hosting falls below the 99.9% target in a calendar month because of a fault we are responsible for, you may request a service credit of up to 10% of that month's Care Plan fee for the affected service. Claim it in writing to support@varsuite.co.uk within 30 days of the end of the affected month, identifying the service and the period.

Credits go against a future invoice and are never paid in cash. No credit is payable while your account is in arrears or otherwise not in good standing. Calculations use our monitoring records, though you can ask us to review that data in good faith. A service credit is your sole and exclusive financial remedy for a missed service target under the SLA. That does not affect any liability that cannot be limited or excluded by law, including a consumer's statutory rights. It is a small, honest remedy rather than compensation for a bad day, and we would rather say so than imply otherwise.

We monitor what is live around the clock and patch as threats appear. Code is scanned before launch and on an ongoing schedule. Where we detect downtime or a security issue affecting your service, we use reasonable endeavours to detect, contain and resolve it quickly, and to keep you informed of any significant incident.

One distinction worth being precise about: the monitoring runs round the clock, the support desk does not. Responses run during Business Hours. We do not offer 24/7 support and will not tell you we do.