Service level agreement

What this covers

This agreement applies while you're on a monthly plan and your invoices are paid. It explains the support included in each plan. What each plan includes overall is listed on What it costs.

Support hours

Our support hours are Monday to Friday, 9:00 am to 6:00 pm Sri Lanka time, not including Sri Lankan public holidays. Reply times are counted within these hours, except for urgent problems on the Priority plan.

Automatic checks on your website or system run around the clock, including outside support hours.

How fast we reply

• A reply means a real person confirming your request and telling you what happens next. It doesn't mean the problem is already fixed. Automatic replies don't count.
• "Same day" means the same working day, for messages we receive before 3:00 pm. Later messages get a reply by midday the next working day.
• Reply times start when your message reaches us through the right channel for your plan.

What counts as urgent

A problem is urgent when:

• your website or system is down for everyone;
• customers can't pay, book, order or sign in at all; or
• you believe someone has broken into your website or system.

Anything else is a normal request, for example when something looks wrong, one feature misbehaves, or you need an update. Please tell us clearly when a problem is urgent. If a request marked urgent isn't, we'll treat it as normal.

Fixing problems

Once we've replied to an urgent problem, we keep working on it during the hours that apply to your plan until it's fixed or there's a workaround that gets you running again.

We can't promise how long a fix will take, because some problems depend on other companies, such as your hosting provider or payment company. We'll keep you updated until it's resolved.

Keeping things running

• We check that your website or system is online around the clock, usually every minute.
• We take backups every day and keep them for 30 days.
• We apply security updates as they become available.
• We renew your website's security certificates.

Sometimes we need to do planned maintenance. We give at least 48 hours' notice, do it at quiet times where we can, and it doesn't count as a problem. Urgent security fixes may be applied without notice.

We work hard to keep things online, but we don't guarantee any particular amount of uptime.

Small updates

A small update is a change to what's already there that takes us about 30 minutes or less, for example changing text, prices or photos, or adding an item to an existing list.

• Basic includes 2 small updates a month.
• Standard and Priority include small updates whenever you need them, within reasonable use. If requests go well beyond what's normal for a business like yours, we'll talk to you about a bigger plan.

Unused updates don't carry over. Anything bigger, like a new page, feature or design change, is priced with you before we start.

What isn't covered

Reply times, fixes and credits don't apply to problems caused by:

• changes made by you, your staff, or other developers;
• other companies' services, for example hosting providers, domain registries, payment companies, email, WhatsApp or Google;
• your own devices, software or internet connection;
• attacks or break-ins that happen despite reasonable security, or that use passwords from your side;
• things outside anyone's control, as described in our terms;
• planned maintenance we told you about; or
• services being suspended because of late payment or misuse.

We'll still help where we reasonably can. Work to fix problems like these may be priced with you first.

If we miss a reply time

If we miss the reply time for your plan more than 3 times in a calendar month, you can ask for a credit off your next invoice:

• Ask in writing within 14 days after the end of that month.
• Credits come off your next invoice. They aren't paid out as cash, and end if your plan ends.
• The most you can receive for any one month is 25% of that month's plan fee.
• These credits are the only remedy for missed reply times.

Ask for a credit at hello@coredile.com.