Service level agreement
This page is the public version of the response commitments in our website support agreements. If you hold a monthly support retainer with us, these are the numbers we work to. They are not buried in a PDF you have to ask for.
Who this applies to
This SLA covers clients on a written monthly website support and maintenance agreement with Felix Web Solutions — including agencies who resell that care plan under their own brand.
It covers updates, backups, monitoring, security work and the small changes listed in your agreement. Project work, new features outside the agreement, and sites we do not support are out of scope unless we quote them separately.
If you do not hold a support agreement, we can still help, but these response times do not apply. Work goes into the general queue as new capacity allows.
Hours of coverage
Coverage is Monday to Friday, 09:00 to 20:00 UK time, on regular business days (excluding UK public holidays).
Anything that arrives outside those hours is picked up at the start of the next working day. We do not advertise 24/7 on-call as part of the standard agreement.
How quickly we respond
Time-sensitive issues — the site is materially impaired (checkout failing, a form not submitting, a page erroring, a security incident in progress): picked up immediately during coverage hours, and always within 2 hours.
General support queries — updates, content help, non-blocking bugs, routine questions: responded to within 2 business days.
Added functionality and new work quotes — something outside the agreement that needs scoping: addressed within 4 business days.
“Picked up” means a named person has the ticket and you have an acknowledgement, not that the fix is finished. Fix time depends on the fault; we tell you what we know once we have looked.
Requesting support
Email hello@felixwebsolutions.com with the site URL, what is broken or needed, and anything time-sensitive called out in the subject line.
Retained clients may also use the phone number we give you in the agreement for urgent incidents during coverage hours. Messages left outside coverage are handled the next business day.
Please use the channels we agree in writing. Social DMs and ad-hoc Slack pings to unnamed people are not a reliable escalation path.
WordPress, plugins and platform changes
For WordPress sites on a support agreement, we apply core, theme and plugin updates on a schedule that keeps the site secure without surprising you mid-campaign. Breaking changes and paid plugin upgrades that need a decision are flagged before they run.
We stay current with the platforms we build on. If a platform change would affect your site, we say so in writing rather than discovering it after something fails.
If we miss the mark
If a response commitment is missed, or you are unhappy with how an incident was handled, email hello@felixwebsolutions.com and ask for a review. You get a written explanation of what happened and what we are changing so it does not repeat.
We review this document when the support product changes. Material amendments are communicated to active retained clients before they take effect.
Talk about support
If you want these commitments on a site you already run — or to resell them under your agency brand — send a short note.
Or email hello@felixwebsolutions.com.