Maintenance SLA

RTO Web 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.

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, sent via email

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 https://www.rtoweb.com.au/terms-and-conditions

Support Tickets

Requesting Support

We offer guaranteed response times during business hours: 9am – 5.30pm, Mon-Fri (not including Public Holidays).

Whenever you have an issue, you can submit a support ticket directly through either of the following methods:

• Sending an email to support@rtoweb.com.au or
• via phone at  +61 428 821 705

Response and Resolution Times

For issues under the banner of website maintenance and support, 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. We 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”):

Examples of priorities

Low: Text/ Imagery misalignment
Medium: Contact form not working
High: Website down/broken

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.

Hosting and Platform Updates

Hosting

RTO Web works directly with our managed hosting provider, WP Engine, to host our customers’ websites. WP Engine are committed to providing fast, reliable and secure managed hosting solutions for WordPress. With Google Cloud data centres in Sydney, Australia, WP Engine offers our RTO clients a compliant web host solution. WP Engine provides the fastest, most reliable WordPress hosting, with top level security, and market-leading performance.

Please note: We take no responsibility for any of our customers’ websites that are hosted with another provider and contracted through the customer directly.

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.

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.

Reporting

A monthly report will be emailed a month from the day of site launch outlining the status of the website across the previous month and any tasks that were performed and any updates made.

What’s Included and What Costs Extra

The following services are included in the monthly maintenance plan:

• Automatic software upgrades
• Weekly security scan
• Daily backups
• Weekly plugin updates
• Weekly theme updates
• Regular WP updates
• SSL certificate maintenance and updates
• Firewall and Malware protection
• Malware removal
• Plugin installation or removal
• Error fixes (to 1 hour dev time)
• 1 hour of support per month to be used in any way you choose
* support and developer allocations do not accumulate month to month.

The table below sets out examples of the services that are included in the SLA and also the services that may be performed at an additional charge. The below are examples only and we will let you know if the service you have requested is not covered by the SLA and what our costs will be for completing your request.

The Fine Print

Invoicing and Payment

We will invoice you monthly (unless agreed otherwise) in advance for providing the services under the SLA. The invoice will also include any additional costs for extra services we have performed upon your request.

Our invoice is payable within 30 days of the date of the invoice. Without limiting any other right we may have, if you fail to make any payment due to us by the due date for payment (Due Date), we have the right to charge interest on the amount overdue at a rate of 5% per annum accruing on a daily basis from the Due Date until the date of actual payment on the overdue amount.

You are not allowed to withhold or deduct any amounts from any payment due to us under the SLA, except as required by law.

Renewal

This Service Level Agreement will automatically renew upon the mutual agreement of both parties, unless either party provides written notice of non-renewal at least 30 days prior to the expiration of the current agreement.

Your Responsibilities

You are responsible for the content you publish on your website and agree to monitor the site to ensure its content is appropriate and does not pose a risk to either of us.

In order for us to perform the services under the SLA, you need to provide us with full, safe and uninterrupted access to your website as may reasonably be required. This may also include access to your premises.

When we request it, you need to give us your cooperation and assistance during our performance of the services and promptly provide us with any information we may require.

Our Responsibilities

We will be responsible for maintaining your website and will take reasonable measures to ensure that installed software is kept current, that security patches are applied in a timely manner, and that any problems with the website infrastructure are quickly resolved.

We cannot however accept any responsibility in the event of a security breach of your website.

Liability

We shall under no circumstances be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, loss of sales or business, loss of agreements or contracts, loss of anticipated savings, loss of or damages to goodwill, or any indirect or consequential loss arising under or in connection with our obligations under the SLA.

Our total liability to you under the SLA shall in no circumstances exceed 100% of the price to be paid by the Customer under this SLA during the previous 6 months, or if you have enrolled for a shorter period, the total charges paid to us under the SLA.

Nothing in this SLA shall limit any liability which cannot legally be limited, including but not limited to liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation.

Termination and Reinstatement of SLA

Either of us may terminate this SLA at any time. No cancellation fee will apply if you cancel this SLA. In the event of us hosting your website if the SLA is terminated, we will only provide website hosting services while arrangements to transfer your site to a new hosting provider are made. Please note that your site will not receive security updates or be regularly backed up, and may not be recoverable if compromised.

SLA Changes

The terms of our SLA are subject to change and RTO Web will notify you of any changes within a timely manner. The up-to-date SLA is always available at https://rtoweb.com.au/maintenance-sla/