Support & rates
- Support, development & updates rate€120/h, min. 1 hour
Support & maintenance
Service Level Agreement
A new website is just the beginning.
Ongoing support & maintenance is key to ensuring your website is secure, performs as it should, and remains online & backed up. Our Service Level Agreement contracts give you the peace of mind to concentrate on the things that really matter: building and growing your business.
Service Level Agreement
| No Support€0/monthNo monthly fee. Any work billed at €120/h, minimum 1 hour. | Tier 1€80/monthPreviously our maintenance contract. | Tier 2Recommended€175/monthOnline, backed up and always up to date. | BespokeLet’s talkA personalised SLA, built around you. | |
|---|---|---|---|---|
| Monitoring & backups | ||||
| Website monitoring, 98% uptime | Not included | Included | Included | Custom |
| Backups | Not included | Included | Included | Custom |
| Critical bug fixes | Not included | Within 24h | Within 24h | Custom |
| Response time | Not included | 24h | 24h | Custom |
| Updates | ||||
| CMS updates | Not included | Not included | Monthly | Custom |
| Plugin updates | Not included | Not included | Monthly | Custom |
| Security updates | Not included | Immediately | Immediately | Custom |
| Support & rates | ||||
| Support questions (email, Slack etc.) | Not included | Not included | Included | Custom |
| Support, development & updates rate | €120/h, min. 1 hour | €120/h | €115/h | Custom |
| Reserved hours every month (Strippenkaart) | Not included | Not included | Not included | Included |
| Weekly check-ins & custom reporting | Not included | Not included | Not included | Included |
Monitoring & backups
- Website monitoring, 98% uptime
- Backups
- Critical bug fixesWithin 24h
- Response time24h
Updates
- Security updatesImmediately
Support & rates
- Support, development & updates rate€120/h
Monitoring & backups
- Website monitoring, 98% uptime
- Backups
- Critical bug fixesWithin 24h
- Response time24h
Updates
- CMS updatesMonthly
- Plugin updatesMonthly
- Security updatesImmediately
Support & rates
- Support questions (email, Slack etc.)
- Support, development & updates rate€115/h
Monitoring & backups
- Website monitoring, 98% uptimeCustom
- BackupsCustom
- Critical bug fixesCustom
- Response timeCustom
Updates
- CMS updatesCustom
- Plugin updatesCustom
- Security updatesCustom
Support & rates
- Support questions (email, Slack etc.)Custom
- Support, development & updates rateCustom
- Reserved hours every month (Strippenkaart)
- Weekly check-ins & custom reporting
What each level means
No Support
We will not monitor your website or ensure it stays online. If any work is needed we will be happy to help with Support, Development & Updates time charged at our standard €120/h rate.
Tier 1
We will monitor your website and ensure it is kept online and backed up. Any critical bugs or errors will be fixed within 24 hours.
Tier 2Recommended
We will monitor your website and ensure it is kept online, backed up, and up to date. CMS & Plugins are both kept up to date monthly, and Security Updates are actioned immediately. Support questions (Email, Slack etc.) are covered, and Development time is charged at a discounted rate (€115/h).
Bespoke
For more personalised SLAs, we offer bespoke packages that can contain reserved time every month (Strippenkaart style), weekly check-ins, custom reporting and more. Just ask for a chat and we can explore the options together.
Any questions?
Don’t hesitate to reach out to Andrew (andrew@instance.studio) or Holly (holly@instance.studio).