1. Overview
What this agreement covers
This Agreement sets the terms for hosting and maintaining your website(s) with Kensa Creative. It outlines what you can expect from us and how we’ll work together to keep your site running smoothly.
The Agreement remains valid until replaced by a revised version mutually agreed upon by both parties.
We want to make sure you have a great experience with us. Here’s what we aim to do with this document:
• Provide a straightforward description of the services you can expect.
• Clearly define service ownership, roles, and responsibilities.
• Align expectations with actual service delivery.
For specifics about what is included in your plan, please refer to your personalised hosting quotation for the current period.
2. Stakeholders
Who’s involved
This Agreement applies to the following stakeholders:
• Service Provider: Kensa Creative
• Hosting Platform: WP Engine
• Customer: The individual or organisation receiving services under this Agreement.
2.1 Key Contacts
To keep things running smoothly, we’ll need a main point of contact from your team:
Customer contact:
Name:
Role:
Email:
Phone:
Out of hours contact (optional):
This person will be our go-to for all things relating to your website including updates, notifications of upcoming maintenance and approval for changes.
Kensa Creative Contact:
• Email: [email protected]
• Phone: 01952 980721
Depending on the situation, you might hear from different members of our team depending on our team’s availability and the urgency of the issue.
3. Responsibilities
What we need from you, what you can expect from us
Customer Responsibilities:
• Pay agreed fees on time.
• Be available to assist in resolving issues or answering queries.
• Provide clear explanations of issues (with screenshots if possible).
Kensa Creative Responsibilities:
• Respond promptly to support requests as per our target response times (see 6.1).
• Notify you in advance of scheduled maintenance that is likely to be disruptive.
• Provide realistic timeframes for resolving issues and keep you updated on progress.
•Propose the most pragmatic, cost effective solutions we can to solve your issues.
4. Services Provided
What you’re paying for
The following services are included as part of this Agreement:
• Hosting your website on our premium servers.
• Active threat protection (including Firewall, DDoS protection and active file scanning).
• Keeping your site updated (applying security patches, plugin updates, etc).
• Create daily backups (for the past 40 days, rolling).
• Technical support (if Support Hours are included in your plan).
5. Support Hours
What our Technical Support team can help you with
If your plan includes a set number of Support Hours per month, they may be used flexibly for a variety of tasks related to your website.
This includes;
• Disaster Recovery: Restoring previous versions of your site if needed.
• Login Assistance: Password resets or user account management.
• Content Updates: Adding or editing pages, posts, or other content.
• Feature Updates: Implementing new functionality or modifying existing features.
• Training & Guidance: Helping you understand how to manage your website effectively.
• Remote assistance (e.g., via Microsoft Teams or Google Meet) to diagnose issues.
• Reporting: Monthly activity reports, time usage summaries, and trend analysis.
• Processing support requests: Investigations, dealing with third parties, and highlighting issues as required.
5.1 Unused Support Hours
If you don’t use all your Support Hours
Unused hours will roll over to the next month within the same billing period (up to one year).
5.2 Exceeding Support Time Allowance
If you run out of Support Hours
If your request(s) exceed the agreed Support Hours available for the current month, work will pause until the next month.
You may choose to use Support Hours from future months (subject to availability), however negative balances (using more hours than available across the entirety of your hosting period) are not permitted.
Additional development time outside your support allowance can be billed at our standard studio rates, separate to your hosting agreement and subject to our teams availability, with your prior approval.
6. Availability & Response times
When we’re around to help
Support is available during standard business hours:
Monday–Friday, 9:00 A.M.–5:00 P.M. (UK time)
Requests received outside of standard office hours will be collected, however no action can be guaranteed until the next working day.
Emergency contact details for support outside regular business hours is available on our Partner hosting plan. For out of hours emergency support, we will respond as soon as possible upon receipt of your request.
6.1 Response Times
How quickly we’ll get back to you
We aim to respond to service requests within these timeframes:
Priority level Response time Examples:
High Priority 0–8 – business hours
• Website is inaccessible / offline (excluding for planning maintenance)
• Removal of malicious content added to the website by a third party
• A business critical service or function isn’t functioning properly
Medium Priority – Within 24 business hours
• A formatting issue which impacts the users experience
• Content changes to support other marketing activity
Low Priority – Within five working days
• Corrections / alterations to existing content
• Formatting / alignment issues which do not impact user experience
6.2 Resolution Times
When your issue will get fixed
We aim to also resolve issues as part of our initial response whenever possible, however actual resolution time may vary depending on the complexity of the issue.
If we can confidently estimate the resolution time, we will let you know as part of our response. If further investigation is needed to diagnose the issue, we will keep you informed throughout the process.
We reserve dedicated technical support time each week so we can offer timely responses. When handling multiple requests, we prioritise them based on the severity of the issue.
6.3 Hosting Service Availability
Uptime commitments
Our Hosting Platform offers an enhanced 99.99% uptime guarantee, excluding any “excused downtime”.
Excused downtime includes Scheduled Maintenance; Emergency Maintenance and Force Majeure events.
Any required Scheduled Maintenance will be carried out between 9pm and 3am GMT to minimise any disruptions.
7. Exclusions
A few things to note
For issues requiring third-party involvement (e.g., DNS updates or hosting platform/server-related issues) where we do not have direct control of the situation, we will persistently chase for updates but cannot guarantee a specific resolution time.
For websites we didn’t build (inherited from another developer / agency) please note we can’t guarantee uptime or functionality for systems we didn’t create.
Hosting costs exclude annual subscriptions for premium plugin licenses specific to your website, which will be passed on in addition to our hosting costs. While efforts will be made to highlight such instances and ensure they are cost efficient, future changes in third-party plugin pricing is outside of our control.
8. Duration & Renewal
How long this agreement lasts
This Agreement takes effect on the date specified in your hosting quotation and remains valid for the period in which you are hosting with Kensa Creative.
Hosting fees are due in advance for each hosting period.
To ensure uninterrupted service, your hosting plan will be assumed to automatically renew at the end of each period unless you notify us otherwise 30 days prior.
We will provide you with a new quotation for the upcoming period prior to the end of your current hosting period. If your hosting needs to change during the hosting period (e.g., increased storage requirements or adding additional websites), we may need to adjust your fees and invoice accordingly.
9. Dispute Resolution & Termination
If things aren’t working out
You have the right to terminate this Agreement at any time without incurring a cancellation fee.
Upon receipt of this request, and provided your account is in good standing, we will provide a package of your website so that you may migrate it to another provider.
For full details on dispute resolution, please refer to our standard Terms of Business.
10. Data Protection & Privacy
Keeping your data safe
We are Cyber Security Essentials certified and ISO 27001 (information security management) accredited. All personal data will be handled in accordance with our Privacy Policy.
This is an example service level agreement only, and not valid unless signed by both parties.