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Website Support Agreement

Website Support Agreement

Titanium Consulting (“TC”) are committed to providing a reliable, predictable website experience for our customers for an annual fee through a website maintenance package, which covers:

 

Support tickets – ticket submission allows for fast and skilled responses in a guaranteed timeframe, creating a warranty for covered problems you encounter with your website;

 

CMS Updates – We will run regular checks and update the CMS with any minor updates completed.

 

Incidents – We will fix any reported incidents

 

404 Errors – We will review all pages and files that are flagged as having a 404 error.

 

CMS Plugin Updates – We will ensure plugins are always up to date and fix any bugs as a result of the update.

 

Hosting and platform updates – redundant hosting environment with 24/7 monitoring, daily backups, ongoing feature development, cutting edge update process, and security updates ensure website stability;

 

What’s included vs what costs extra – certain services, such as redesign / redevelopment services, post-launch domain or DNS issues, custom or third-party integrations, and new feature development are not included in our monthly web maintenance package and are quoted separately.

 

Response and Resolution Times

 

We aim to offer a response and resolution time depending on the priority weighting our team assigns to your ticket when it’s first received

 

As we develop new websites, we often refine functionality or develop new ways of solving problems. We make each solution we develop available to our other clients that have a similar need. Centralising development gives us the ability to spend more time and money on a problem than any one client might be able to afford to spend, and we develop better and more refined features that can be provided on one-off CMS installations..

 

 

Security Patches and Minor Content Management System (“CMS”) Updates

 

Low priority CMS patches will be applied on a monthly basis, all vulnerabilities prioritised as high importance will be applied with a High-level priority.

Server updates are carried out at the first convenient weekend upon release.

 

Hosting

 

The hosting estimates have catered for the following key hosting attributes and functionality:

 

  • 100% renewable energy match and fully sustainable hosting solution.
  • 40 GB Web Space
  • Up to ~ 400,000 Visits Monthly
  • Unmetered Traffic
  • SSL certificate
  • Daily Backups of both sites
  • Content Delivery network to ensure optimised high speed delivery of website digital assets
  • Enhanced Security
  • High performance Caching
  • High redundancy & availability (99.9%)
  • Ability to create staging environments for managed release for Continuous Change / Development (CI/CD) best of breed DEVops methodology.
  • Fast connectivity and low latency
  • Modern Cloud infrastructure
  • Hosting located in EU (but can be globally)

 

Our server infrastructure has an integrated Content Delivery Network service that significantly speeds up the loading speed for all your site visitors across the globe. With our CDN your site content is cached on multiple CDN locations and its loading speed is further improved by over 170 CDN edge network locations, which are part of the Cloud network. Additionally, the CDN improves site security and reliability of all websites within the CDN network through constant monitoring, pattern recognition and application of automated rules for mass protection.

Our cloud data centres are protected with several layers of security to prevent any unauthorized access to your data. Internet communication to the Cloud infrastructure is encrypted in transit and access to sensitive data is protected by advanced tools like phishing-resistant Security Keys.

 

Incident Handing Process

 

TC will provide an email address where triaged issues can be raised directly by the client.

 

  1. Once TC have received a request, it will be triaged and where the issue is not classified as a defect an estimate on time to resolution and cost will be provided to the client.
  2. TC may require background information on any 1st and 2nd line triage investigations.
  3. TC may request detailed fault replication details in order to facilitate investigation and fault replication and resolution.
  4. TC will create, and be responsible for maintaining, an Application Support Log that details the requirements of any request.
  5. The execution and implementation of fault resolution will be based on the following process:
  • Service requests raised by nominated client personnel and reviewed with TC
  • Logging of the incident
  • Impact assessment of the item by TC
  • Plan and agree timescales and activities for resolution by TC.

 

Our managed support model offers the following key services:

 

  • Backups of the website to staging, core and plugin upgrades and then QA testing and release to Production site
  • Malware & Virus Scan – during the maintenance process, we also scan your website for malware to ensure your site isn’t being used to spread viruses or other malicious programs.
  • Peace of mind that backups are being taken of the MySQL database and restoration of your website if you require
  • Fixes to the website as a result of any core or plugin upgrades that cause the website to become corrupt or unavailable.
  • Performance tuning of the website (to design limitations) and MySQL database to ensure optimal running of your website.
  • Full audit logging will be available on the website

 

Invoicing and Payment

 

We will invoice you annually in advance for providing the services under the support agreement.

 

Our invoice is payable within 14 days of the date of the invoice. Without limiting any other right we may have, if you fail to make any payment due to us by the due date for payment (Due Date), we have the right to charge interest on the amount overdue at a rate of 5% per annum above the then current TSB plc base rate accruing on a daily basis from the Due Date until the date of actual payment on the overdue amount. By having a support and maintenance agreement this provides the client with a license to use the website and TC will ensure other licensable components and IP contained in the site are valid for the course of the agreement. Payment of the invoice is deemed as acceptance of this support agreement terms and conditions.

 

Your Responsibilities

 

You are responsible for the content you publish on your website and agree to monitor the site to ensure its content is appropriate and does not pose a risk to either of us.

In order for us to perform the services under the agreement, you need to provide us with full, safe and uninterrupted access to your website as may reasonably be required. This may also include access to your premises.

When we request it, you need to give us your cooperation and assistance during our performance of the services and promptly provide us with any information we may require.

You may wish to perform penetration tests upon the hosting platform. If you wish to do this, you must notify us in writing and you must have written permission from us to undertake this testing. Any testing done without permission that results in negative performance on the hosting platform will be seen as malicious traffic and may be blocked.

 

Our Responsibilities

 

We will be responsible for maintaining your website infrastructure and will take reasonable measures to ensure that installed software is kept current relative to the operation system installed, that security patches are applied in a timely manner, and that any problems with the website infrastructure are quickly resolved.

We cannot however accept any responsibility in the event of a security breach of your website.

 

Liability

 

We shall under no circumstances be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, loss of sales or business, loss of agreements or contracts, loss of anticipated savings, loss of or damages to goodwill, or any indirect or consequential loss arising under or in connection with our obligations under the support agreement.

Nothing in this agreement shall limit any liability which cannot legally be limited, including but not limited to liability for death or personal injury caused by negligence; fraud or fraudulent misrepresentation.

Sustainability & Environment Statement

On a global scale, the IT sector is widely acknowledged as a major contributor to global carbon emissions with its rapid growth and ever-increasing demand for electronic devices and data centres. Hence it is  crucial for businesses in the sector to assess their environmental impact and implement strategies on the way to sustainable management and carbon offsetting.

As part of that global industry, we at Titanium Consulting have always been conscious of the impact we have on the environment and have always worked to mitigate our carbon foot- print by taking responsible actions towards sustainable operations and hosting services.

Our hosting environment provides a 100% Renewable Energy Match.

Our servers infrastructure is entirely based on a Cloud Platform and is recognised as a carbon-neutral platform, matching 100% of its energy consumption with renewable sources like wind and solar.

The efficiency of a data centre is determined by a metric known as Power Usage Effectiveness  (PUE), which evaluates the amount of energy used by the computer equipment. A typical data centre has a variety of equipment, including chillers, cooling towers, water pumps, and control systems, all of which consume a significant amount of energy. To address this issue smart cooling techniques are utilised such as evaporative cooling or outside air, instead of mechanical chillers.

Additionally they reduce energy usage by implementing smart temperature and lighting controls in the facilities. Their servers we use also are also custom-designed to minimize energy consumption. By implementing various energy-saving measures, this reduces the PUE, indicating an improvement in data centre efficiency.

By adopting this approach and relying on their ongoing data centre energy minimization initiatives, we get reduced server energy right away, providing a sustainable and planet-focused service.

The terms of this agreement are subject to change and TC will notify you of any changes within a timely manner. The up-to-date support agreement is always available at https://www.titaniumconsulting.co.uk/website-support-agreement/