Service Level Agreement (SLA)
Last updated: January 24, 2026
This SLA outlines how we support and maintain your website or application after delivery.
Response Times
Response times depend on your selected care plan:
Basic Care
Response within 48 hours
Growth Care
Response within 24 hours
Pro Care
Same business day response
Fix & Support Scope
- Bug fixes and updates are handled during business hours
- Critical issues are prioritised based on SLA level
- Support applies only to systems built or maintained by us
Business Hours
Monday to Friday, 9:00 AM – 5:00 PM (UK time)
Exclusions
The SLA does not cover:
- Third-party service outages (e.g., hosting providers, payment gateways)
- Hosting provider failures or infrastructure issues
- Issues caused by client-side modifications or misuse
Updates
SLA terms may be updated to improve service quality. Any changes will be communicated to active care plan subscribers in advance.
Contact
For questions about our Service Level Agreement, please contact us at info@uxwebsolutions.co.uk