Service Description

Stack

Directus (headless CMS) + Next.js and Astro front‑ends, deployed on Netlify or comparable managed platforms.

Scope by Plan

• Subscription: Managed hosting, routine updates, and standard support included.
• Payment Plan: Hosting, routine updates, and standard support included during the 6‑month plan; optional thereafter.

Hosting

• Platform: Netlify (and/or equivalent managed platforms), global CDN, automated builds/deploys.
• Uptime target: 99.9% monthly, excluding scheduled maintenance and force majeure.
• Maintenance windows: Typically 22:00–06:00 UK time; critical patches may be applied at any time.
• Backups:
  • Front‑end: Rollbacks via deployment history; origin assets kept in repo.
  • Directus: Daily database backups retained for 14 days; file storage backed up daily where hosted by us.
• SSL: Included via automated certificates (e.g., Let's Encrypt) where compatible.
• Environments: 1 production; staging/previews provided where supported by the platform.

Updates and Maintenance

• CMS/app updates: Directus core and extensions reviewed monthly; security patches applied sooner where critical.
• Front‑end: Dependency updates batched monthly; critical security fixes applied promptly.
• Minor updates: Small content edits or tweaks up to 30 minutes per request; fair‑use cap of 4 requests per month.
• Exclusions: New templates/pages, design overhauls, custom features, third‑party subscription costs, content population at scale, and data migrations.

Support

• Channel: Email/helpdesk.
• Hours: Mon–Fri 09:00–17:00 UK time (excl. UK bank holidays).
• Response targets:
  • P1 outage/security: 4 business hours
  • P2 major degradation: 1 business day
  • P3 standard: 2 business days
• Incident handling: We will triage, communicate status, and provide a remediation plan; third‑party/platform incidents may be subject to their own SLAs.

Security

• TLS in transit; role‑based access; least‑privilege principles.
• Secrets managed via platform/environment variables.
• Regular dependency scanning; prompt remediation of critical vulnerabilities.

Data and Restores

• Backup restores available on request; non‑fault restores may incur a reasonable fee.
• Clients should keep their own copies of critical content and media assets.

Change Management

We may update this Service Description from time to time. Material changes will be notified and take effect from the next billing period.