Service Level Agreement
Our commitment to response times across all managed services.
Last updated: 10 April 2026
Critical
Within 1 hour
Site down, email not sending, complete service outage
Major
Within 4 hours
Feature broken, login issues, significant service degradation
Minor / General
Within 1 business day
General queries, minor changes, non-urgent requests
What's covered
This SLA applies to all Weyside Digital managed services, including:
- Website hosting and maintenance
- Managed IT support (devices, Microsoft 365, software)
- Email hosting and management
- Ongoing SEO and digital marketing
How to log a request
All support requests must be submitted through our support portal:
The SLA response clock starts when your ticket is submitted through the portal. Requests made by phone or email outside the portal are not covered under this SLA until a ticket has been raised.
Exclusions
The following fall outside the scope of this SLA:
- Issues caused by third-party outages (e.g. Microsoft, upstream hosting providers, domain registrars)
- Work outside the scope of a current active plan
- Changes or work not yet agreed in writing
Questions
Questions about this agreement? We're happy to help.
Get in touch →