Klever Media are committed to providing exceptional hosting services & support to our clients. In the event of an emergency; such as a website becoming unavailable, our regular operating hours become redundant whilst we endeavour to work until the emergency work has been completed.
Please see below for our regular operating hours and our definitions of emergency and non-critical work.
Critical emergency support refer to the stability of the website and the hosting/server environment. Emergency support request are a top priority and the most critical of emergencies will be continually worked on until a solution is found. Examples of emergency support:
- Website completely down or not responding
- DNS (Domain) related issues in-relation to our web-servers
Non-Critical support covers tasks such as allowing more resources, bandwidth, disk quota, email support (Where hosted with us), some troubleshooting, resetting passwords and other minor tasks. Anything classed outside of this realm are not covered by our SLA and will be invoiced to the client at our standard hourly rate.
Because these issues are not critical they will be solved on a FIFO (First In First Out) basis. These issues are typically resolved for you, or in some cases a suitable workaround is provided to you.
We aim to give our customers peace at mind, all websites and hosting packages are backed up every day. In the case of an emergency please contact the team at firstname.lastname@example.org or on 01268 772 772