Hosting Maintenance SLA

Effective Date: 28/01/2026

Last Updated: 28/01/2026

Version: 1.2

This SLA explains how WebSpace provides website hosting, maintenance, and technical support services, including what is included, what is excluded, how support hours operate, and applicable response targets. This summary is provided for convenience only and does not replace the full terms below.

This Hosting & Maintenance Service Level Agreement (“SLA”) forms part of the agreement between WebSpace LTD (“We”, “Us”) and the Client (“You”). It governs the provision of website hosting, maintenance, and technical support services.

This SLA covers the ongoing hosting, maintenance, monitoring, and technical support of the Client’s website(s) hosted and/or maintained by WebSpace.

Services under this SLA may include hosting, maintenance, and/or technical support, depending on the Client’s agreement. Not all services described in this SLA apply to all clients.

This SLA does not cover new feature development, major functional changes, redesigns, third-party system integrations, or bespoke project work unless explicitly agreed in writing.

In the event of any conflict between this SLA and any proposal or order form issued after the effective date of this SLA, the proposal or order form shall prevail solely in relation to pricing and explicitly listed services. In all other respects, this SLA shall govern the provision of hosting, maintenance, and support services.

 

We will provide:

• • Secure, managed hosting infrastructure

• • SSL certificate provisioning and renewal

• • Server uptime monitoring

• • Performance optimisation at the infrastructure level

• • Daily automated backups with reasonable retention policies (30 Days)

What Hosting Includes (Examples)

Hosting includes:

• Keeping the website available and accessible
• Investigating and resolving server-level issues that cause the website to be unavailable
• Restoring service where outages are caused by hosting infrastructure failures under our control

If the website becomes unavailable due to a hosting or infrastructure issue within WebSpace’s control, we will take reasonable steps to restore service as quickly as possible.

What Hosting Does Not Include (Examples)

Hosting does not include:

• Content changes (e.g. adding pages, editing text, changing colours or layouts)
• Design changes or visual adjustments
• Bug fixes or functionality changes within the website application
• Plugin, theme, or CMS updates
• Performance optimisation at the application or code level

Requests of this nature require a maintenance or technical support agreement or will be treated as out-of-scope work.

The above examples are illustrative only and not exhaustive.

Uptime

We target 99.95% uptime on an annual basis, excluding:

• • Scheduled maintenance

• • Force majeure events

• • Third-party service outages

• • Issues caused by client-side changes or external systems

Uptime targets are best-effort and do not constitute a financial guarantee.

This SLA does not provide for service credits, refunds, or fee reductions in the event that target service levels are not met.

 

Where the Client’s agreement includes maintenance services, maintenance may include (examples):

• WordPress core, plugin, and theme updates
• Application of critical security patches
• Ongoing vulnerability monitoring
• Minor performance optimisations
• Bug fixes related to existing functionality

Examples of maintenance work include: updating plugins, resolving compatibility warnings, fixing broken layouts caused by updates, and correcting existing functionality that no longer behaves as intended.

 

Maintenance does not include:

• Major refactors
• Feature enhancements
• Compatibility work caused by third-party software changes
• Issues caused by third-party updates, discontinued plugins, or unsupported software may require separate work and are not guaranteed to be resolvable.

Examples of excluded work include adding new features or workflows, redesigning layouts or templates, introducing new third-party integrations, restructuring data models, or modifying business logic beyond its originally agreed behaviour.

Issues caused by third-party updates, discontinued plugins, or unsupported software are not guaranteed to be resolvable and may require separate work.

The above examples are illustrative only and not exhaustive.

 

 

Included Support Hours

Where the Client’s hosting or maintenance plan includes a monthly allocation of technical support hours, those hours are provided on the following basis:

Important:

• Support hours are allocated on a per-month basis
• Unused hours do not roll over
• Unused hours are forfeited at the end of each billing period
• Support hours have no cash value and cannot be banked, exchanged, or credited

Where no support hours are included as part of the Client’s agreement, all support requests will be treated as out-of-scope and quoted separately or billed at WebSpace’s standard hourly rate, subject to approval.

Purpose of Technical Support

The included technical support hours are intended for routine website assistance, operational troubleshooting, and minor adjustments to the existing website as originally delivered.

Technical support does not include:

• New feature development
• Major functional or structural changes
• Redesigns or layout overhauls
• Third-party system integrations
• External platform configuration (e.g. advertising platforms, merchant systems, marketplaces)
• Compliance troubleshooting with third-party services
• Data feed engineering or architectural changes
• Work caused by external systems outside WebSpace’s direct control

Requests of this nature will be treated as out-of-scope and quoted separately.

What Counts as Support Time

Support time includes, but is not limited to:

• Issue investigation and diagnosis
• Communication related to support requests
• Implementing fixes or adjustments
• Testing and deployment

Time is tracked in minimum billing increments of 15 minutes.

Excess Support

If support requests exceed the included monthly hours:

• We will notify you
• Additional work will be billed at our standard hourly rate or quoted separately
• No additional work will proceed without approval

 

Included Support Hours

Where the Client’s hosting or maintenance plan includes a monthly allocation of technical support hours, those hours are provided on the following basis:

Important:

• Support hours are allocated on a per-month basis
• Unused hours do not roll over
• Unused hours are forfeited at the end of each billing period
• Support hours have no cash value and cannot be banked, exchanged, or credited

Where no support hours are included as part of the Client’s agreement, all support requests will be treated as out-of-scope and quoted separately or billed at WebSpace’s standard hourly rate, subject to approval.

Purpose of Technical Support

The included technical support hours are intended for routine website assistance, operational troubleshooting, and minor adjustments to the existing website as originally delivered.

Technical support does not include:

• New feature development
• Major functional or structural changes
• Redesigns or layout overhauls
• Third-party system integrations
• External platform configuration (e.g. advertising platforms, merchant systems, marketplaces)
• Compliance troubleshooting with third-party services
• Data feed engineering or architectural changes
• Work caused by external systems outside WebSpace’s direct control

Requests of this nature will be treated as out-of-scope and quoted separately.

What Counts as Support Time

Support time includes, but is not limited to:

• Issue investigation and diagnosis
• Communication related to support requests
• Implementing fixes or adjustments
• Testing and deployment

Time is tracked in minimum billing increments of 15 minutes.

Excess Support

If support requests exceed the included monthly hours:

• We will notify you
• Additional work will be billed at our standard hourly rate or quoted separately
• No additional work will proceed without approval

 

Response Times

• Support requests: within 2 business hours
• Business hours: Monday–Friday, 09:00–17:30 (excluding public holidays)

Resolution Targets

• High-severity issues (site down, critical failure): target resolution within 4 business hours
• Low severity issues: target resolution within 24 business hours

Resolution times are best-effort and may vary depending on complexity and third-party dependencies. High-severity issues are defined as issues that render the website unavailable or prevent core functionality for all users.

 

Response Times

• Support requests: within 2 business hours
• Business hours: Monday–Friday, 09:00–17:30 (excluding public holidays)

Resolution Targets

• High-severity issues (site down, critical failure): target resolution within 4 business hours
• Low severity issues: target resolution within 24 business hours

Resolution times are best-effort and may vary depending on complexity and third-party dependencies. High-severity issues are defined as issues that render the website unavailable or prevent core functionality for all users.

 

Out-of-scope work includes:

• New features or functionality
• Redesigns or layout changes
• Accounting, ERP, or third-party system integrations
• Extensive content updates

Out-of-scope work will always be quoted separately and approved in writing before commencement.

 

Out-of-scope work includes:

• New features or functionality
• Redesigns or layout changes
• Accounting, ERP, or third-party system integrations
• Extensive content updates

Out-of-scope work will always be quoted separately and approved in writing before commencement.

 

You agree to:

• Provide timely access, credentials, and information
• Respond to queries and approvals promptly
• Avoid making unapproved changes to the website or server

We are not responsible for issues caused by:

• Client-side changes
• Third-party plugins, services, or integrations
• Hosting or infrastructure outside our control

 

You agree to:

• Provide timely access, credentials, and information
• Respond to queries and approvals promptly
• Avoid making unapproved changes to the website or server

We are not responsible for issues caused by:

• Client-side changes
• Third-party plugins, services, or integrations
• Hosting or infrastructure outside our control

 

If work is delayed due to client inactivity, non-response, or postponed decisions for more than 30 days, we reserve the right to:

• Deem the work completed in its current state
• Close related tasks or support items

Any future continuation will be treated as new work.

If work is delayed due to client inactivity, non-response, or postponed decisions for more than 30 days, we reserve the right to:

• Deem the work completed in its current state
• Close related tasks or support items

Any future continuation will be treated as new work.

We follow industry best practices but do not guarantee that services will be error-free or immune to security incidents.

We are not liable for:

• Loss of revenue or profits
• Loss of data caused by third-party systems
• Indirect, incidental, or consequential damages

Our total liability is limited to the fees paid by the Client for the services in the preceding 12 months.

We follow industry best practices but do not guarantee that services will be error-free or immune to security incidents.

We are not liable for:

• Loss of revenue or profits
• Loss of data caused by third-party systems
• Indirect, incidental, or consequential damages

Our total liability is limited to the fees paid by the Client for the services in the preceding 12 months.

This SLA is ongoing and aligned with the Client’s hosting and/or maintenance subscription.

Either party may terminate with 30 days’ written notice.

Fees are non-refundable, including unused support hours.

We reserve the right to suspend services if payment is overdue by more than 30 days.

Upon termination, WebSpace is not obligated to retain website data or backups beyond 30 days unless otherwise agreed. Data export or retrieval after termination may be subject to an additional fee.

 

This SLA is ongoing and aligned with the Client’s hosting and/or maintenance subscription.

Either party may terminate with 30 days’ written notice.

Fees are non-refundable, including unused support hours.

We reserve the right to suspend services if payment is overdue by more than 30 days.

Upon termination, WebSpace is not obligated to retain website data or backups beyond 30 days unless otherwise agreed. Data export or retrieval after termination may be subject to an additional fee.

 

We may update this SLA from time to time to reflect changes in services, security requirements, legal obligations, or operational practices.

The current version will always be published on this page.

For existing clients, material changes will be communicated in writing and will take effect 14 days after notification, unless otherwise stated. Continued use of services after the effective date constitutes acceptance of the updated SLA.

Minor or administrative changes that do not materially affect scope, pricing, or risk allocation may take effect upon publication.

We may update this SLA from time to time to reflect changes in services, security requirements, legal obligations, or operational practices.

The current version will always be published on this page.

For existing clients, material changes will be communicated in writing and will take effect 14 days after notification, unless otherwise stated. Continued use of services after the effective date constitutes acceptance of the updated SLA.

Minor or administrative changes that do not materially affect scope, pricing, or risk allocation may take effect upon publication.

Neither party shall be liable for any failure or delay in performance where such failure or delay results from events beyond reasonable control, including but not limited to acts of God, natural disasters, war, labour disputes, government actions, power outages, hosting or cloud service failures, or internet disruptions.

 

Neither party shall be liable for any failure or delay in performance where such failure or delay results from events beyond reasonable control, including but not limited to acts of God, natural disasters, war, labour disputes, government actions, power outages, hosting or cloud service failures, or internet disruptions.

 

During the term of this SLA and for a period of 12 months following termination, the Client agrees not to solicit, hire, or engage any employee or contractor of WebSpace who was involved in providing the services, without prior written consent.

 

During the term of this SLA and for a period of 12 months following termination, the Client agrees not to solicit, hire, or engage any employee or contractor of WebSpace who was involved in providing the services, without prior written consent.

 

The Client retains ownership of all content, data, and materials supplied by the Client.

WebSpace retains ownership of:

• Server configurations
• Hosting infrastructure
• Internal tools, scripts, automations, templates, and reusable systems

Nothing in this SLA transfers ownership of WebSpace’s proprietary systems or tooling.

 

The Client retains ownership of all content, data, and materials supplied by the Client.

WebSpace retains ownership of:

• Server configurations
• Hosting infrastructure
• Internal tools, scripts, automations, templates, and reusable systems

Nothing in this SLA transfers ownership of WebSpace’s proprietary systems or tooling.

 

In the event of any conflict between this SLA and any proposal or order form issued after the effective date of this SLA, the proposal or order form shall prevail solely in relation to pricing and scope. In all other respects, this SLA shall govern the provision of hosting, maintenance, and support services.

In the event of any conflict between this SLA and any proposal or order form issued after the effective date of this SLA, the proposal or order form shall prevail solely in relation to pricing and scope. In all other respects, this SLA shall govern the provision of hosting, maintenance, and support services.

This SLA is governed by the laws of Ireland.

 

By continuing to use our hosting and maintenance services, you acknowledge and agree to this SLA.

 

This SLA is governed by the laws of Ireland.

 

By continuing to use our hosting and maintenance services, you acknowledge and agree to this SLA.