Target of 99.95% uptime to users, as measured each calendar month, for the hosted website service, excluding planned maintenance and emergency outages.
Traffic to the website is routed via the Cloudflare DDOS protection system.
Files are locked so that changes can only be made by BWG staff.
Monitoring tools provide notification of changes made to the site.
BWG undertakes to monitor WordPress and any plugins for security vulnerabilities and to update applicable security patches within 4 business hours of them being released.
BWG undertakes to back up the hosted sites on the dedicated server in Auckland to Amazon S3 in Australia East Coast twice daily.
The target BPO is 24 hours
The target BTO is 4 hours
Incident response times
Classifications shall be as assigned by BWG after discussion with the Customer and based on the classifications below. In support of the hosted website service outlined in this SLA, BWG will respond to service-related incidents and/or requests submitted by email by the Customer within the following time frames:
|Incident classification||Target timeframe|
|Critical||Two (2) hour (during business hours*)|
|High priority||Four (4) hours (during business hours*)|
|Medium priority||Eight (8) hours (during business hours*)|
|Low priority||Twenty-Four (24) hours (during business hours*)|
Business hours are *M-F, 7:00 a.m. to 6:00 p.m.
Critical is defined as Total hosted website unavailability. Causes critical business or security impact for the Customer.
High Priority is defined as a major performance degradation of the website.
Medium Priority is defined as minor performance degradation or minor limitation to business functions.
Low Priority is a minor issue with the website with negligible business impact for Customer.
a. Service Request: target communication timeframes
|Attribute||Target timeframe and method|
|Service Request acknowledgement – acknowledged receipt of a completed Service Request||1 Business Day – email from BWG|
|Service Request acceptance – confirmation that BWG can deliver the service and advise the target delivery commitment date||2 Business Days from receipt of Service Request acknowledgement- email from BWG|
b. Service Request delivery – target timeframes
|Minor change – photo update, content update (provided by client), text change, without any structural changes to the layout of functionality of the site, details to be provided using the provided request form.||1 Business Day|
|Complex change – new page/new layout – inc 300 word content – to be completed by completing the provided request form||5 Business Days|
"Excellent. Business Website Group really know there stuff !! Our website has got lots more online bookings thanks to these guys. The more you can spend - the more you will get back in the long run."Blue
"Richard is easy to get along with, always listens to client’s requirements and designed a great website, with patience shown in getting the website ‘just right’ for us. He also set up a new email system for us, and is handling our Adwords, on our large company budget. Highly recommend his services."Bev Birch
"We dealt with Richard Gilbert of Business Website Group and have to say we are extremely happy of the end result which is a fantastic looking website. We recommend this company and would use their services again without hesitation."Jeremy Hatch