Support and Service Levels
When we are available, how quickly we respond, and what your plan covers after launch.
Draft for review. This wording is a starting point written from your business details. Have it checked by a UK solicitor before the site goes live.
1.Support hours
- 1.1Our support team is available Monday to Saturday, 9am to 6pm UK time, excluding bank holidays.
- 1.2You can contact us through your client area or by email at support@webrobin.co.uk.
2.Response times
- 2.1Website down or email not working: we aim to respond within 2 business hours.
- 2.2Change requests: we aim to complete them within 3 working days, or the same working day with Priority support.
- 2.3General questions: we aim to reply within 1 working day.
- 2.4Requests received outside support hours are handled from the start of the next working day.
3.Change time allowance
- 3.1Business plans include 30 minutes and Pro plans include 1 hour of changes each month. The Content updates add-on adds 30 minutes a month to any plan.
- 3.2Time is recorded in 15-minute blocks and shown against each request in your client area. Unused time does not roll over.
- 3.3If a request needs more time than you have left, we tell you before starting and you can choose to pay for the extra time or wait until next month.
4.Backups
- 4.1Websites are backed up daily and backups are kept for at least 14 days.
- 4.2If something goes wrong on our side, we restore your website free of charge.
5.Availability
- 5.1We aim for 99.9% availability each month, not counting planned maintenance.
- 5.2We email you before planned maintenance that may affect your website for more than 15 minutes.
- 5.3If availability falls below 99.5% in a month because of a fault on our side, you can ask for a credit of 10% of that month's plan fee. Credits are applied to your next invoice.