Service Level Agreement
Last updated: June 2026
This Service Level Agreement (SLA) sets out the service targets that apply to customers on an active monthly Care Plan with Varsuite Media Group Ltd (“Varsuite”, “we”, “us”). It supplements our Terms of Service, and where there is any conflict between this SLA and the Terms, the Terms prevail except on the specific service targets and service credits described here. The targets below are goals we work hard to meet, not guarantees. The service credits set out in this SLA are your sole and exclusive financial remedy for a missed service target. This does not affect any liability that cannot be limited or excluded by law, and the overall limitations and exclusions of liability in our Terms of Service, including the cap on our total liability, continue to apply to this SLA.
Who this applies to
This SLA applies only while you hold an active monthly Care Plan and your account is in good standing, with all fees paid up to date. It applies to the websites, applications and live AI agents covered by that Care Plan. The measurable Uptime target and the service credits in this SLA apply only to website and application hosting we provide, as explained in the “Hosting and availability” section below, and not to the availability of live AI agents, automated marketing output or any third-party AI provider. This SLA does not create service targets for one-off build work, for products or features you have not yet commissioned, or for any service after the relevant Care Plan has ended.
This SLA is intended for business customers. If you are a consumer, nothing in it affects your statutory rights that cannot be excluded or limited by law, including your rights under the Consumer Rights Act 2015 to services carried out with reasonable care and skill and as described. The exclusive-remedy, evidential and deemed-acceptance provisions in this SLA apply to you only so far as the law allows.
Definitions
In this SLA, the following terms have the meanings given to them below.
- “Uptime” means the percentage of time in a calendar month that website and application hosting we provide for your service is available and responding, measured by us using our own monitoring.
- “Downtime” means a period in which website and application hosting we provide is not available because of a fault for which we are responsible, excluding any period attributable to the exclusions in this SLA.
- “Business Hours” means Monday to Friday, 9am to 5:30pm UK time, excluding public holidays in England and Wales.
- “Scheduled Maintenance” means planned maintenance carried out to keep the service secure, supported and performing well, of which we give advance notice where practicable.
- “Emergency Maintenance” means urgent maintenance carried out to protect the security, stability or integrity of the service, which may be performed at any time and without prior notice.
- “Care Plan” means an active monthly subscription under which we host, monitor and maintain your service, as described in your agreement and our Terms of Service.
- “Care Plan Fee” means the recurring monthly fee payable for the relevant Care Plan, exclusive of VAT, which is added where applicable.
- “In good standing” means your account has no invoice that remains unpaid after its due date under the Terms of Service, and you are not otherwise in breach of those terms. “In arrears” means any invoice remaining unpaid after its due date under the Terms of Service.
- “Force majeure” means an event outside our reasonable control, as further described in our Terms of Service.
Hosting and availability
For website and application hosting we provide as part of your Care Plan, we target 99.9% monthly Uptime. Uptime is measured per service across a calendar month and is calculated after excluding Scheduled Maintenance, Emergency Maintenance, and any force majeure event. Where you use third-party hosting or infrastructure that we do not provide, this availability target does not apply to that hosting.
The Uptime target and the service credits in this SLA apply only to website and application hosting we provide. They do not apply to the availability of live AI agents, automated marketing output, or any third-party AI provider on which those features depend. For live AI agents we use reasonable endeavours to keep the agent operational, but we do not offer an uptime target or service credits for agent availability, which can depend on third-party AI providers and infrastructure outside our control.
Downtime is assessed using our own monitoring records, which are the reference source for whether a target has been met in a given month, absent manifest error. You may ask us to review our monitoring data in good faith if you believe it does not reflect what happened. A service is treated as available if it is responding normally, even if an individual feature, integration or third-party platform it relies on is temporarily degraded. We use reasonable endeavours to detect, contain and resolve Downtime as quickly as is practical and to keep you informed of any significant incident affecting your service.
Support hours and response targets
We aim to provide a first response to support tickets raised through your portal within the following targets. These targets run during Business Hours, and a ticket raised outside Business Hours is treated as received at the start of the next Business Hours period.
- Urgent (site or service down): first response within 2 business hours.
- High (major feature broken): first response within 4 business hours.
- Normal (changes and questions): first response within 1 business day.
- Low (minor or cosmetic): first response within 2 business days.
We assign the priority of a ticket acting reasonably, based on the impact described and our own assessment of severity. To help us respond quickly, please raise tickets through your portal and include enough detail for us to reproduce and understand the issue.
Response versus resolution
The targets above are first response times, not guaranteed fix times. The time needed to resolve an issue depends on its nature and complexity, on whether it sits within our systems or a third party’s, and on the access and information available to us. We will use reasonable endeavours to work an issue through to resolution and to keep you updated on progress, but we do not commit to a guaranteed time to fix.
Change turnaround
Routine content and design changes requested through the agent terminal are usually prepared quickly on a staging environment for your review. This is illustrative of how we work and is not a service target or a guaranteed time. More involved changes, such as new pages, new functionality or larger structural work, are scoped and scheduled with you, and timelines for that work are agreed case by case rather than covered by the targets in this SLA.
Nothing is published to your live site without your approval, except where you have switched on an automation that publishes on your behalf. Automation you enable is governed by our Terms of Service, and content published through it is not covered by the change turnaround described above.
What the plan includes and excludes
Your Care Plan includes the following while it is active.
- Hosting for the service covered by the plan.
- Security monitoring and code scanning.
- Unlimited changes within the scope of your plan.
- Content modifications on request.
- Updates to your brand guidelines whenever you need them.
Your Care Plan does not include net-new builds, additional products, or wholly new functionality. Work of that kind is scoped and quoted separately under our Terms of Service, and is not covered by the targets, change turnaround or service credits in this SLA until it is delivered and brought under an active Care Plan.
Maintenance
We carry out Scheduled Maintenance to keep your service secure, supported and performing well. We use reasonable endeavours to schedule this outside Business Hours where practicable, and to give you advance notice of any planned downtime. Periods of Scheduled Maintenance are excluded when we measure Uptime.
We may carry out Emergency Maintenance at any time, including during Business Hours and without prior notice, where this is needed to protect the security, stability or integrity of the service. We will keep any disruption to a minimum and let you know about significant emergency work as soon as we reasonably can. Periods of Emergency Maintenance are also excluded when we measure Uptime.
Backups
We take reasonable routine backups of the hosting we provide as part of normal operations, and we use these to help recover the service after an incident. These backups are an operational measure, not an archival service, and we do not warrant that any particular file, version or point in time will be recoverable.
You remain responsible for keeping your own copies of any content, data or materials you need to retain independently of our service. Where you require a specific retention or backup arrangement beyond our routine measures, please ask us and we can scope it separately.
Security and monitoring
We monitor the services around the clock and apply appropriate technical and organisational measures to keep them secure. Code is scanned before launch and on an ongoing schedule, and data is encrypted in transit. We limit access to those who need it to deliver and support your service.
If we detect a security issue affecting your service, we use reasonable endeavours to contain and resolve it, and we keep you informed of anything that materially affects you. Where an incident involves personal data, we will notify and assist you in accordance with our Data Processing Addendum and applicable data protection law. Further detail on how we handle personal data is set out in our Privacy Policy and, where it applies, our Data Processing Addendum.
Service credits
If we fall below the 99.9% Uptime target for website and application hosting in a calendar month due to a fault for which we are responsible, you may request a service credit of up to 10% of that month’s Care Plan Fee for the affected service.
To claim a credit, you must request it in writing to hello@varsuite.co.uk within 30 days of the end of the affected month, identifying the service and the period concerned. The following conditions apply to all service credits.
- Credits are applied to a future invoice and are not paid out in cash.
- The total credit for any one month is capped at 10% of that month’s Care Plan Fee for the affected service.
- No credit is payable while your account is in arrears or otherwise not in good standing.
- Credits are calculated using our own monitoring records, which are the reference source for whether a target was missed, absent manifest error. You may ask us to review that data in good faith.
- Service credits are your sole and exclusive financial remedy for a missed service target under this SLA. This does not affect any liability that cannot be limited or excluded by law, and the limitations and exclusions of liability in our Terms of Service continue to apply.
Exclusions
The targets and service credits in this SLA do not apply to any issue, downtime or delay to the extent it is caused by any of the following.
- Third-party platforms, providers, networks or services that we do not control, including their availability, decisions, changes or outages.
- Your own systems, devices, connectivity, accounts or content.
- Changes you make, or authorise someone else to make, outside our process.
- Beta, preview or early-access features, which are provided as is.
- Automation you enable, including content it publishes on your behalf, which is governed by our Terms of Service.
- Use of the emergency stop or other controls that pause activity on your account.
- Force majeure, including failures of utilities, infrastructure or third-party providers, as further described in our Terms of Service.
Reviews and changes
We may update this SLA from time to time as our services develop, and the current version is always available here. Where a change is material, we will notify active Care Plan customers. We will not materially reduce the service targets or service credits in this SLA without notice. Any such material reduction takes effect from a stated future date set out in our notice, and if you do not accept it you may cancel the affected Care Plan in line with our Terms of Service before that date. Continuing to use the service after a change takes effect means you accept the updated SLA.
General
This SLA is governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction. A person who is not a party to this SLA has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its terms.
Contact
Questions about this SLA, or a service credit you would like to claim? Email hello@varsuite.co.uk.