Website Maintenance & Hosting :: Service Level Agreement
Markegy | markegy.at | +43 676 5066231 | Heiligengeistplatz 4 / OG4 / TOP27, 9020 Klagenfurt am Wörthersee
Last updated: June 2026
1. Overview
This Service Level Agreement (“Agreement”) sets out the terms under which Markegy provides website maintenance and hosting services to clients (“Client”) under an annual maintenance plan. By entering into an annual maintenance contract with Markegy, the Client agrees to the terms set out in this document.
2. Contract Term and Payment
2.1 Maintenance plans are contracted on an annual basis and billed in full at the start of each contract year.
2.2 The contract period commences on the date of payment and runs for twelve (12) consecutive months.
2.3 Services will not commence until payment has been received in full.
3. Standard Maintenance — Included Services
The following services are included as standard in all annual maintenance plans and do not draw from the Client’s annual hours allowance.
3.1 Software Updates
Markegy will apply routine updates to the WordPress core, installed plugins, and active themes on a regular basis. These updates follow the standard release process and are applied at Markegy’s discretion as part of proactive site management.
3.2 Security Monitoring
Markegy will conduct regular security checks to identify vulnerabilities, apply security patches where available, and monitor for signs of compromise.
3.3 Backups
Markegy will maintain regular automated backups of the Client’s website files and database. Backups are retained in accordance with Markegy’s standard retention policy.
3.4 Performance and Uptime Monitoring
Markegy will monitor the Client’s website for uptime and performance. The Client will be notified of significant issues as they arise.
3.5 SEO and Speed Checks
Periodic checks on site speed and search engine performance are included to ensure the website continues to meet acceptable standards for user experience and search visibility.
3.6 Analytics Access
If requested, Markegy will ensure the Client has access to accurate website performance data to support informed marketing decisions.
4. Annual Hours Allowance — Complex Issue Resolution
4.1 Purpose of the Hours Allowance
Certain situations require hands-on investigation, remediation, or recovery work that falls outside the scope of routine maintenance. Each maintenance plan includes an annual hours allowance specifically for these circumstances.
4.2 Allowance by Plan Type
- Standard Plan:3 hours per contract year
- Custom Plan: As agreed in writing at the time of contract
4.3 Hours are cumulative
The allowance applies across the full twelve-month contract period and does not reset or roll over on a monthly basis. Unused hours do not carry over to the following contract year.
4.4 Qualifying Use of Hours Allowance
The following types of work draw from the Client’s annual hours allowance:
- (a) Update-Related Conflicts Where a routine update to WordPress core, a plugin, or a theme causes unexpected conflicts, breaks existing functionality, or creates compatibility issues, the time required to diagnose and resolve those issues will be drawn from the Client’s annual hours allowance.
- (b) Hack Recovery and Disaster Recovery In the event that the Client’s website is compromised by a third party, infected with malware, or experiences a significant failure requiring active intervention, the time spent on recovery, clean-up, and restoration will be drawn from the Client’s annual hours allowance.
- (c) Custom Plugin Maintenance Where Markegy has developed a bespoke plugin for the Client’s website, updates to WordPress, third-party APIs, or other external dependencies may require that plugin to be modified or partially rewritten to restore or maintain compatibility. This code work will be drawn from the Client’s annual hours allowance.
4.5 What Does Not Qualify The hours allowance is reserved for issue resolution only. The following do not draw from the allowance and are not included in any maintenance plan:
- New features, pages, or design changes
- Content updates, copywriting, or image changes
- New plugin or theme installations requested by the Client
- New integrations with third-party platforms or services
- Work required as a result of changes made to the website by the Client or a third party outside of this agreement
- SEO campaign management or paid advertising
- Domain registration or renewal fees
5. Response Times
5.1 Markegy commits to the following response times for issues reported by the Client:
- Urgent issues: (site down, security breach, hack)Within 48 hours
- Standard support queries: Within 3–5 business days
- Scheduled maintenance and updates: Monthly cycle
5.2 Response times refer to the time taken to acknowledge and begin active work on an issue. Resolution time will vary depending on the nature and complexity of the problem.
5.3 Response times apply during normal business hours, Monday to Friday, excluding Austrian public holidays.
6. Work Exceeding the Annual Hours Allowance
6.1 Markegy will monitor usage of the Client’s annual hours allowance and will notify the Client before undertaking any work that would cause the allowance to be exceeded.
6.2 No out-of-allowance work will be commenced without the Client’s written approval.
6.3 Additional work beyond the included allowance will be quoted on a case-by-case basis and invoiced separately at Markegy’s current hourly rate, as communicated to the Client at the time of quotation.
6.4 Markegy reserves the right to pause work on a complex issue while awaiting Client approval if the resolution would exceed the remaining allowance.
7. Client Responsibilities
7.1 The Client is responsible for promptly reporting issues to Markegy via the agreed communication channel.
7.2 The Client must not make changes to the website, install plugins, or grant third-party access to the website without notifying Markegy in advance. Work required to resolve issues caused by unauthorised third-party changes will draw from the Client’s annual hours allowance, or be quoted separately if the allowance is exhausted.
7.3 The Client is responsible for maintaining valid domain registration and any third-party software licences required by their website.
8. Limitations of Liability
8.1 Markegy will take all reasonable steps to maintain the security, availability, and performance of the Client’s website. However, Markegy cannot guarantee uninterrupted service or complete immunity from security threats.
8.2 Markegy is not liable for any loss of data, revenue, or business arising from website downtime, security breaches, or the actions of third parties, including hosting providers.
8.3 In all cases, Markegy’s total liability under this agreement shall not exceed the value of the annual maintenance fee paid by the Client in the current contract year.
9. Termination
9.1 Annual maintenance contracts are non-refundable once the contract period has commenced.
9.2 Either party may terminate this agreement at the end of the current contract year by providing written notice no less than 30 days before the renewal date.
9.3 Markegy reserves the right to terminate this agreement immediately in the event of non-payment or material breach of these terms by the Client.
10. Amendments
10.1 Markegy reserves the right to update these terms at any time. Clients will be notified of material changes no less than 30 days before they take effect.
10.2 Continued use of the maintenance service after the effective date of any amendments constitutes acceptance of the updated terms.
11. Governing Law
This agreement is governed by the laws of the Republic of Austria. Any disputes arising under this agreement shall be subject to the exclusive jurisdiction of the courts of Klagenfurt am Wörthersee.
Markegy
Heiligengeistplatz 4 / OG4 / TOP27,
9020 Klagenfurt am Wörthersee,
Austria
markegy.at | +43 676 5066231