Support and Service Level Agreements
This document outlines the terms for ongoing support, maintenance, and service levels provided by WEBFWD LTD trading as Webforward (“Webforward”, “we”, “us”). It applies to all digital projects we have developed and those we have taken over from other agencies or developers. They form part of our contract with you and apply in addition to our General Terms & Conditions.
1. Free Support and Warranty
1.1 For digital projects solely developed by us, we provide six (6) months of free support and bug fixes from the completion date. This is a goodwill warranty.
1.2 This warranty covers issues directly related to our code or implementation, provided that:
- a) No third-party developer or agency has made changes during the warranty period; and
- b) The project remains hosted on a server managed by us.
1.3 We do not provide any warranty or free support for projects hosted on servers not managed by us.
1.4 Free support is carried out around our existing workload and at our discretion, unless otherwise agreed in writing. No guaranteed response or resolution time applies.
1.5 For projects we have taken over from another agency or developer, no warranty or free support period is provided unless specifically agreed in writing.
2. Paid Ongoing Support
2.1 After the free support period ends, clients may:
- a) Work with us on an ad-hoc basis (no guaranteed response times or SLA); or
- b) Request a tailored ongoing support and Service Level Agreement (SLA).
2.2 SLAs outline agreed response and resolution times, coverage hours, and costs.
2.3 Any ongoing support or SLA must be agreed in writing before it begins.
3. Hosting and Server Management
3.1 Clients hosting their project on a server managed by us will be subject to a separate server management agreement.
3.2 Under this agreement, we will:
- a) Configure and monitor nightly offsite backups.
- b) Apply security patches and updates when required.
- c) Monitor uptime, storage, and server load.
3.3 All support requests must be emailed to support@webfwd.co.uk so the correct team members can respond.
3.4 If the issue is urgent and a support agreement is in place, clients should follow up with a phone call. During out-of-hours periods, our phone line will divert to a member of our out-of-hours support team.
3.5 Server management does not include development work or improvements to the performance of a project. However, we will ensure that servers are optimised for supported platforms such as WordPress.
3.6 Clients are responsible for purchasing any required third-party software licences, tools, or subscriptions for their project or server.
4. Exclusions
4.1 Support does not cover:
- a) Third-party software or services beyond our control.
- b) Client or third-party modifications.
- c) New feature development or enhancements.
- d) Force majeure or other events outside our reasonable control.
5. Contact
5.1 All support and SLA queries should be emailed to support@webfwd.co.uk or directed to our office number listed on our website.