Service Level Agreement (SLA)

Our Office Hours

We are open Monday to Friday, 9.30am to 5pm. You can get us at the office on 01273 252622 or if you have a support query then please email support@joojoocreative.com

Within office hours we will respond to your email within 4 hours either by phone or email and explain either that the query is resolved or how we will be approaching the issue to get it resolved.

All out of office hours enquiries will be responded to within 24 hours or on the next working day.

We are closed on weekends and on bank holidays and the week before Christmas until the first working day of the New Year. During this time the support email will be monitored within a 4 hour period but no work under taken.

Bugs and fixes

Sometimes websites break. It happens. Especially if you don’t have a good hosting company to support your site.

Issues on live sites will always be given priority and we aim to have issues resolved as quickly as possible, keeping you in the loop whilst we work.

Maintenance and support

Once we hand over the site to you, it is yours and all maintenance becomes your responsibility.

For the first year, we will happily undertake and address any minor issues free of charge (within reason... if you delete everything for example, then we might need to talk).

We are not responsible for is any work deemed as maintenance unless you have a maintenance contract with us as defined.

WordPress

Keeping WordPress and its plugins up to date is a crucial part of ensuring your site safe and free from vulnerabilities. We offer Maintenance Contracts specifically for WordPress sites, so please contact us if you wish to discuss this. If you do not have a Maintenance Contract with us, then it is your responsibility to ensure that your site is up to date. If your site does encounter a breach, then we can help you to resolve this, but any time spent on this will be billed at our prevailing rate and will be agreed in advance.

Magento

We urge you to ensure that your Magento Store has all Security Patches in place. You can check the status of your store via the MageReport online tool here: www.magereport.com Un-patched stores are more vulnerable to being hacked and customer details and card data can be compromised! It is your responsibility to ensure that your site is patched at up to date.

PCI Compliance

If you take payments online you must have a PCI compliance agreement in place with your card issuer. If you do not, you run the risk of large financial penalties in the event of card details being compromised. We are not responsible for your PCI compliance or ensuring that you are compliant as the agreement is always between you as the merchant and your bank.

Hosting

We do not host websites. However we ALWAYS recommend Nimbus Hosting (https://www.nimbushosting.co.uk/) or can advise if you do not already have hosting. If your website goes down then you should contact your hosting company directly. We cannot stress enough the importance of regular backups; always make sure that your hosting package provides this as we do not keep backups or copies of your site.

JooJoo Creative will act as a technical contact for the following actions within the process of the development of your site:

  •  ⦿ to help get your site live
  •  ⦿ amends to DNS records

JooJoo Creative cannot provide ongoing technical hosting support; this is solely the remit of your host. Please contact your host directly if you ever have a hosting issue. That said we know technical support can be confusing so we are happy to act on your behalf to help resolve any technical issues, but any time spent on this will be billed at our prevailing rate and will be agreed in advance.

Hacks

We are not liable for any loss of earning, nor any breaches in security, whether this arises from your website not being maintained or from any other cause. If your site is hacked we can help you to restore it and resolve any issues, but any time spent on this by us is billable. Due to the nature of a compromised site, troubleshooting and resolving issues can be complex. Fixes also need to be monitored to ensure they hold, tracking down malicious code can time consuming and Google Webmaster Tools needs to know that any fixes have been resolved and often requires re-visiting in order to do this.

Complaints

If you ever have an issue with the service you have received from JooJoo Creative then please contact us. You know us, we are a friendly bunch and if something is not right we will do our best to resolve it for you.

UPDATED: JANUARY 20th 2017