Mike RolfeDesign & Digital

Service levels

What we promise, in writing.

The plain-English version of our service agreement. Your written agreement uses the same numbers.

99.9%Website uptime target, monitored every minute
2 hrsFastest response if your site goes down (Full service)
5 daysTo hand over everything if you leave
30 daysNotice to cancel, after the first 3 months
Service levelEssentialsGrowFull service
Reply to a request2 working days1 working day4 working hours
Small change completed3 working days2 working days1 working day
Site down: we start fixingNext working day4 working hours2 working hours, weekends best effort
Included change time30 minutes/month2 hours/month3 hours/month
ReportingQuarterlyMonthly + quarterly review callMonthly + monthly review call
Ways to reach usEmailEmail, WhatsAppEmail, WhatsApp, phone

Shop and social-only plans: Shop Care and Social Starter follow the Grow levels. Shop Grow, Shop Full, Social Plus and Social Pro follow the Full service levels. If your shop checkout stops working, we treat it as “site down”.

Working hours

Monday to Friday, 9am to 5:30pm UK time, excluding UK bank holidays. Response times count working hours only, except where stated.

What counts as “site down”

Your website can’t be reached, or a key feature like your contact or booking form has stopped working. We monitor this automatically, so we usually know before you do.

Uptime

We aim for 99.9% uptime each month, which is under 45 minutes of downtime. If we miss it in any month for reasons within our control, you get 10% off the next month.

Outages at Google, Microsoft, Meta or other third parties are outside our control, but we’ll keep you updated and help however we can.

Change time

  • Change time covers edits like text, photos, prices, hours and small layout tweaks.
  • Unused time rolls over for one month.
  • Extra time is £40 an hour, and we always ask before going over.
  • New pages, new features or a redesign are quoted separately before any work starts.

Backups & security

  • Every website change is saved, so any version can be restored.
  • Form submissions and site data are backed up daily.
  • Security certificate and software kept up to date.
  • Logins are shared through a password manager, never by plain email.

Ownership

You own your domain, website, content, email and social accounts. They are registered in your name. If you leave, we hand over every login and file within 5 working days, and help you move if you want.

Your data

We handle your customers’ data in line with data protection law (including UK and EU GDPR) and act only on your instructions. We set up a privacy policy and cookie notice for your website as part of setup.

Term & payment

  • 3-month minimum, then monthly rolling with 30 days’ notice either way.
  • Optional 12-month term halves the setup fee on Grow and Full service.
  • Setup is paid 50% up front and 50% on launch.
  • Monthly plans are billed in advance by direct debit or bank transfer.
  • One standard .com and one business mailbox are included while your website plan is active. If you leave, you take over their running costs.

What’s not included

  • Extra mailboxes, premium domains, paid app licences and ad spend, agreed separately. Hosting, one standard .com registration and renewal, and one business mailbox are included in each website plan.
  • Fixing problems caused by changes made outside the agreed editors.
  • Professional photography and translation, unless quoted.

Tell us what you do. We’ll sort the online part.

Start with a free 30-minute chat with Mike. Get a clear plan and a written price, with no pressure to go ahead.

Book a free chatSee the plans