Last updated: 30 July 2026
Template document. This page is a starting-point template and does not constitute legal advice. Please have it reviewed by a qualified solicitor before relying on it.
This Service Level Agreement sets out the standard of support you can expect from NK Digital Solutions for clients on an active hosting, maintenance, or support plan. Specific SLA terms in your proposal take precedence over this general document.
Standard support is available Monday–Friday, 9am–5:30pm, excluding UK bank holidays. Emergency out-of-hours support may be available on certain plans — check your agreement.
| Priority | Example | Target response |
|---|---|---|
| Critical | Site fully down | Within 4 working hours |
| High | Major feature broken | Within 1 working day |
| Medium | Minor bug, cosmetic issue | Within 3 working days |
| Low | General query, content change | Within 5 working days |
These are response targets (time to first acknowledgement and triage), not guaranteed resolution times — resolution time depends on the complexity of the issue.
If you feel a request isn’t being handled to the standard above, contact us at hello@nkds.co.uk marked “Escalation” and we’ll ensure it’s reviewed by a senior member of the team.
This SLA does not cover issues caused by third-party software/plugin failures outside our control, downtime caused by your hosting provider (where not hosted by us), or force majeure events.
We track support requests through our helpdesk system and can provide a summary of response performance on request.