Service Levels

About this agreement

This Service Level Agreement sets out the response times and service standards Deluxe Creations commits to. It forms part of your contract with us.

1. How to reach us

Email info@deluxecreations.co.uk. Our hours are Monday – Friday: 9:00am – 6:00pm · Saturday: 10:00am – 4:00pm · Sunday: Closed (UK time).

2. Response times

• New enquiries and general questions: within 1 working day.
• Urgent issues (site down, security problem): response within 2 hours during business hours, with a fix aimed for within 24 hours depending on the cause.
• Change requests (text, images, small tweaks): response within 1 working day, completed within 2–3 working days.
• Bigger changes (new pages, layouts, features): we'll quote a timeline, usually 5–7 working days.
• Support plan customers: Support – replies within 4 working hours. Support Plus – priority replies within 1 working hour.

3. Project timeframes

• First design preview: 2–3 working days after we receive your content.
• Starter & Business websites: usually live within 1–2 weeks.
• Pro, bespoke sites, shops and apps: timeline agreed in your contract.

Timeframes start once we have everything we need from you.

4. Hosting and uptime

Websites hosted with us are monitored around the clock with a target uptime of 99.9%. Planned maintenance is announced at least 48 hours ahead, carried out at quiet times, and normally takes under 30 minutes.

Your site is backed up daily and security updates are applied as they're released. If something goes wrong with a third-party service outside our control, we'll keep you updated until it's fixed.

5. Your part

Please send content and feedback promptly and let us know about problems as soon as you spot them. Delays on your side may extend the timeframes above.

6. Changes to this SLA

We may update this agreement from time to time and will give you 30 days' notice of any change that affects you.