Service Level Agreement

Our Service Level and Management Contract (PDF document)

Availability is very important for your website or email accounts so our Service Level Agreement (SLA) is designed to protect you against unreasonable downtime in our service. The art71.com Servive Level Agreement (SLA) offers you a high level of availability for both websites and email delivery.

Our service availability

art71.com operate our own web server and work with a 24 hour technical team from RackSpace in Austin Texas to provide you with a resiliant network for the running of your website and email accounts. Our contract with RackSpace started August 2007 and our up-time has been:

August 2007 to present

Website availability: greater than 99.999%
Email availability: 100.0%

Prior to our contract with RackSpace, we have operated our managed web servers continuously since 2000 so we have considerable experience in maintaining websites 24 hours per day, 7 days per week, every day of the year.

We aim to supply a 99.9% or higher availability for both web page and email access (this equates to less than 100 seconds per day down-time although, in reality, our recent down time has averaged just a few seconds per day). In any month in which your account suffers availability below our target we will refund your monthly fee for the affected website on request.

Our response to your enquiries

art71 understands that a rapid response to make changes to your website or a request for technical information can be critical to your work.

art71's response to emails: art71 aims to process and answer 70% of all client emails within 59 minutes and 100% within the same day, 7 days a week. If the work requested involves more than 1 day's work, we will still acknowledge 100% of all emails within the same day with a suggested time schedule for the work requested.

art71's response to SMS text enquiries: art71 aims to process and answer 70% of all client SMS text messages within 59 minutes and 100% within the same day, 7 days a week.

How our billing operates

art71 issues one annual invoice for running your website. This invoice is re-negotiated at its anniversary. Additional work involving the creation of new pages or functions is then billed at the end of the month in which the additional work was requested at a rate agreed between us. Large and complex websites have a monthly invoice for additional work which would have been agreed at the start of the project or is part of our historic agreement of working together.

• Search engines and Search Engine Optimisation

What is included in our annual invoice for running your website?

Registration fees for all website domain names which we have agreed are included in the contract.

Email accounts on all domain names managed by art71. You can choose to have emails collected by your computer or mobile device, delivered to your office mail server or collected directly from the website. Please visit our help page on emails for more information

Hosting of your website with our partners RackSpace. While our invoice does impose certain limits, in reality, all clients have, within reasonable limits, unlimited server space and unlimited data transfer.

Email technical support on almost anything relevant to running the websites. Political discussion, linguistic challenges and anything else challenging also welcome!

Text and image changes for existing pages. Pages which need constant update will have a Content Management System (CMS) added which allows you to update the page as you require.

Search Engine Optimisation. Since 1999 we have been making sure clients are in the top pages on the searches on the main search engines and can often achieve page 1 positions even on very competitive search terms.
Search Engine Optimisation

Accessibility access. We ensure that all art71 websites conform fully to current Disability Discrimination Acts and coding guidelines laid down by the W3C.

Control page access giving you as the website owner access to logged messages, orders, site visitor analysis and interactive web software.

Security. We work towards greater security at all times to protect the websites from intruders accessing sensitive data or slowing the server down.

User feedback. You are finally encouraged to send any feedback from users of the website to help improve, not just your website, but also other websites managed by art71. The Web is a rapidly changing platform and your experience can help us to develop all our websites in the future towards web n.0 ...smart, intelligent, responsive websites.

art71.com websites

I was really happy with the website and all the work Mike was able to do for me. He was always available and very easy to get in touch with. I don't know anything about web design but I spoke to Mike and he sorted out everything for me.
Rich, Montgomeryshire Energy Advice Centre

• More client testimonials