Service Level Agreement (SLA)

This Service Level Agreement explains how ZeroPoint Creative Ltd provides website services, hosting, support, and AI services.

1. Company Information

ZeroPoint Creative Ltd
Company Number: 17204294
71–75 Shelton Street, Covent Garden, London, WC2H 9JQ
info@zeropointcreative.com
020 3727 5484
https://zeropointcreative.com

2. Services Covered

  • Managed Website Plans
  • Hosting and maintenance
  • Domain and DNS management
  • AI setup and support
  • Content updates
  • Security monitoring
  • Performance optimisation

3. Support Hours

  • Monday to Friday: 9am – 6pm
  • Weekends: Emergency support only
  • Bank Holidays: Emergency support only

Emergency support includes outages, security issues, and critical failures.

4. Response Times

  • Critical issues: 1–4 hours
  • High priority: 1 business day
  • Standard requests: 1–3 business days
  • Low priority: 3–7 business days

5. Uptime Guarantee

Hosting includes a 99.9% uptime guarantee. This excludes scheduled maintenance and third-party outages.

6. Maintenance and Monitoring

  • Security scanning
  • Updates to plugins, themes, and WordPress
  • Performance optimisation
  • Backups
  • SSL management

7. Content Updates

Includes:

  • Text changes
  • Image updates
  • Blog uploads
  • Minor layout adjustments

Major redesigns require a separate quote.

8. AI Services

  • AI tool setup
  • Workflow configuration
  • Prompt optimisation
  • AI-generated content support
  • Light automation

We ensure best-practice implementation but cannot guarantee third-party AI accuracy.

9. Client Responsibilities

  • Provide accurate content
  • Maintain valid payment details
  • Provide secure access when needed
  • Ensure licensing compliance

10. Exclusions

This SLA does not cover:

  • Third-party outages
  • Custom development
  • Full redesigns
  • Issues caused by client-installed plugins
  • Content creation unless included in your plan

11. Termination

Plans are monthly rolling. Cancellation requires 30 days’ notice. A site export can be provided if needed.

12. Contact

ZeroPoint Creative Ltd
info@zeropointcreative.com
020 3727 5484
71–75 Shelton Street, Covent Garden, London, WC2H 9JQ