Choose Purple Ltd are committed to providing a reliable, predictable website experience for our customers via our maintenance packages.
Depending on your package, the service includes:
Support enquiries: When you raise a support enquiry with a member of our team, we will respond within 1 working day, acknowledging receipt and providing an estimated resolution time.
Software updates: This includes ensuring that the hosting environment and CMS are running on the safest, most up to date version.
Monthly Plugin updates: We will keep your plugins up to date in order to ensure continuity of your website. This is actioned once a month per website.
Included within our support hours are tasks such as:
Certain services are excluded, such as:
These will be quoted separately.
Please note: The terms of this SLA are in addition to and should be read together with our standard Terms and Conditions.
We offer guaranteed response times during business hours: 8:30-16:30 Mon-Fri (not including Bank Holidays and the Choose Purple Christmas break).
Whenever you have an issue, you can raise a ticket by emailing hello@choosepurple.co.uk
You can also call on 01909 478622.
Support requests cannot be submitted via text or WhatsApp.
We aim to offer a response and resolution time depending on the priority weighting within 24 working hours.
Please see below the defined timeframes for priority levels (“SLA Timeframes”):
Priority | Works completed |
Low | 5-7 days |
Medium | 3-5 days |
High | 1-2 days |
Urgent | 1 day |
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.
We take no responsibility for any of our customers’ websites that are hosted with another provider.
Either of us may terminate this SLA at any time. No cancellation fee will apply if you cancel this SLA. One month’s notice is required. Please note that after termination your site will not receive security updates and may not be recoverable if compromised.
Choose Purple are a website design agency in Worksop covering Worksop, Retford, Doncaster, Mansfield, Chesterfield and surrounding areas. We design award winning websites helping your business to stand out and win more clients.