Service Level Agreement (SLA)

The aim of this document is to set out the standards we hold ourselves to and to establish an understanding between our customers and the MJS Media Support team.

Main Objectives

  • Provide clear references to responsibilities, ownership, and accountability for your website.
  • Present a clear description of what our website hosting service includes.
  • Match clients' needs and expectations to our support timelines.

Website Hosting vs. Website Files

If you imagine your website as a car, the hosting is the parking space. This distinction is important so that you know whether you need hosting support or website support.
We will always support you, but depending on your agreement with us, this may result in a charge.

Hosting Issue

If your website isn't loading, the hosting could be down.

Website Issue

If a button has broken or your contact form has stopped working, this could be a website issue.

Support vs. Changes


If your issue directly affects your ability to run your business (e.g., your website isn't loading), this will be treated as a category 1 support ticket and will get our immediate attention.


If your request is for a change, such as updating some photos or changing a PDF download, this will be scheduled for our next available slot.

Website Hosting

Our hosting service provides a high-quality place to host your website files.
If we manage your domain name, we are also able to provide additional DDoS protection via Cloudflare.
  • 99.9% uptime guarantee
  • At least 1 weekly and 1 monthly backup
  • Best-effort malware scanning
  • Best-in-class firewall

Support Requests

Request support by emailing [email protected]. This opens a ticket in our system, which will be viewed within 10 minutes.

Critical Support

If your tickets are business-critical, such as your website being down, we will start fixing this problem within 30 minutes of you submitting your ticket. Normally, this will be immediately once we have read your ticket.

Important Support

If something on your website is broken, such as a button or contact form, we will start working on a fix within 4 hours of you submitting your ticket.
Websites built by us come with a 12-month guarantee for bugs and broken elements.
Websites outside of this will be charged our normal hourly rate to fix any problems if you are not on a monthly maintenance retainer.
If the issue is hosting-related, there will be no charge.


Changes are classed as not affecting the operational aspect of your website but are adjustments to content or visual elements. These will be booked into our next available slot and charged at our normal hourly rate.

Support Times

Our support is open Monday - Friday, 9 am - 5 pm.


At MJS Media, we strive to maintain a transparent pricing structure. This helps you understand the likely charges and protects us from unexpected requests that are often more complex than anticipated.

Adhoc Website & Marketing support Work

£68 + VAT per hour, with a minimum fee of 1 hour.
It is essential to understand that we charge for any request if this is outside of any monthly retainer. If you only have a small job, you can, of course, provide us with a couple of other jobs to make up the time.

Advanced Website Changes

Advanced work could include the development of a custom plugin or fully custom piece of software for your website. These jobs are quoted individually.

Large Changes

Where you would like a new feature or larger change to your website, we will quote you on a job-by-job basis.

Payment Terms

For jobs under £500

We invoice in full at the start. The job is scheduled once payment is received.

For jobs over £500

We invoice 50% at the start of any project and do not schedule the work until this payment is received.
For clients who cannot meet these terms, we will invoice you for 100% of the fee at the start and then schedule the work once this is received.
Company Number: 09511530
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