1. Website Maintenance
Perfect Blend Web Hosting & Domains (“Perfect Blend Marketing & Design Inc,” “Perfect Blend Inc,” “Perfect Blend,” “us,” or “we”) are committed to providing a reliable, predictable website experience for our customers for a flat monthly fee through a website maintenance package, which covers:
Support tickets – ticket submission allows for fast and skilled responses in a guaranteed timeframe, creating a warranty for covered problems you encounter with your website;
CMS Updates – We will run regular checks and update the CMS with any minor updates completed.
Bug Fixes – We will fix any reported bugs within the agreed SLA. (Bug is something outside of the standard warranty period with Perfect Blend).
404 Errors – We will review all pages and files that are flagged as having a 404 error.
CMS Plugin Updates – We will ensure plugins are always up to date and fix any bugs as a result of the update.
Hosting and platform updates – redundant hosting environment with 24/7 monitoring, daily backups, ongoing feature development, cutting edge update process, and security updates ensure website stability;
Reporting – a monthly website performance report, accessed online;
What’s included vs what costs extra – certain services, such as redesign / redevelopment services, post-launch domain or DNS issues, custom or third-party integrations, and new feature development are not included in our monthly web maintenance package and are quoted separately. See below for details.
Please note: The terms of this SLA are in addition to and should be read together with our standard terms and conditions, which can be found here -> Terms of Service.
2. Requesting Support
We offer guaranteed response times during business hours: 10am – 5pm, Mon-Fri (not including Bank Holidays).
If you're paying for a monthly service token with us, then whenever you have an issue you can submit a support ticket directly through the following method:
(1) via email at support@perfectblend.agency
(2) via the support ticket portal inside your client dashboard
(3) via our pre-installed support software available to your website administrator upon logging into your website
3. Response and Resolution Times
We aim to offer a response and resolution time depending on the priority weighting our team assigns to your ticket when it’s first received. All incoming tickets will be handled by a member of Perfect Blend's Project Management team. Our team will communicate regularly including timeframes and progress in resolution. We take this seriously: 99% of all tickets are responded to and resolved within the following defined timeframes (“SLA Timeframes”):
| Priority set to | Response and initial actions taken within | Resolution within |
| Low | 2 days | 1 week |
| Medium | 4 hours | 2 days |
| High | 1 hour | ASAP |
4. Examples of Priorities
Low: Text/Imagery misalignment
Medium: A widget on your website is not working
High: Website not loading or emails not sending
Please note: We cannot guarantee to respond to and resolve support requests within the SLA Timeframes if they are not received via one of the above methods. Resolution times will only be met if the fix is possible within the time window and we will keep you informed throughout the process.
5. Hosting
Perfect Blend Web Hosting & Domains offers a managed WordPress hosting service for all of our customers’ websites. We are committed to providing fast, reliable and secure hosting solutions, and our data centres are ISO 27001, ISO 9001 accredited and PCI DSS compliant. We guarantee 99.99% uptime, best-effort support, and 100% server infrastructure availability.
6. Continuous Improvement
As we develop new websites, we often refine functionality or develop new ways of solving problems. We make each solution we develop available to our other clients that have a similar need. Centralising development gives us the ability to spend more time and money on a problem than any one client might be able to afford to spend, and we develop better and more refined features that can be provided on one-off CMS installations. We spend more time fixing an annoying bug on your website, as it potentially affects many other customers’ sites.
7. Security Patches and Minor Content Management System (“CMS”) Updates
Low priority CMS patches will be applied on a monthly basis, all vulnerabilities prioritised as high importance will be applied with a High-level priority. Server updates are carried out at the first convenient weekend upon release.
8. Reporting
A live website analytics dashboard is included in the SLA, which will help your team to better understand how your site is performing. This report will be provided online for ongoing access by your team.
Reports can be configured to include any website data currently available through Google Analytics that will be of value to your business. Additional data from other sources can be included for a fee.
