What Care Plan and Hosting Plan clients can expect for uptime monitoring, security scanning, and support response times.
Last updated: August 2, 2026
This is a Service Level Agreement (SLA) — it sets out the uptime monitoring, security scanning, and support response times we commit to for clients on an active Care Plan or Hosting Plan. It is not an End User License Agreement (EULA); we're not licensing software to you, so a EULA isn't the right document here. This SLA covers ongoing service commitments, and works alongside our Terms & Conditions.
This SLA applies to clients actively subscribed to a Care Plan or standalone Hosting Plan, as described on our pricing page. One-off project builds without an ongoing plan aren't covered by these commitments once the project is handed over.
Sites on a Care Plan or Hosting Plan get 24/7 automated uptime monitoring, so outages are caught quickly rather than discovered by your customers. We make commercially reasonable efforts to keep hosted sites available, but can't guarantee 100% uptime — outages caused by your domain registrar, DNS provider, upstream hosting infrastructure, or events outside our control aren't covered as a breach of this SLA.
Scan frequency depends on your Care Plan tier — monthly at minimum, with weekly or continuous monitoring on higher tiers, as described on the Security Scanning page. Scans cover malware detection, vulnerability checks, and SSL certificate monitoring with renewal alerts.
Response times refer to an initial reply acknowledging your issue, not necessarily a full fix — resolution time depends on the nature of the problem.
Where planned maintenance might briefly affect your site's availability, we'll let you know in advance where possible. Emergency security patches may occasionally be applied without advance notice to protect your site.
This SLA doesn't cover downtime or issues caused by: changes made to the site by you or a third party outside our team, outages at your payment gateway, domain registrar, or other third-party providers, force majeure events, or use of the site outside its intended purpose.
Message us on your Priority WhatsApp line (if included in your plan) or at WhatsApp, or email velocedigital.co@gmail.com, with a description of the issue and when it started.
We may update this SLA as our plans evolve. Active clients will be notified of any change that affects their plan's commitments.