Website SLA: what it covers, what it costs, and when you need one

Introduction

Website SLA: what it is and why your site needs one

Your website went live. Then the small stuff started. A text change here, a new product photo there, a contact form that quietly stopped sending. None of it is a project, all of it needs doing, and by Friday at 5:45 pm you’re emailing someone with “can you just update this one thing?”

A website SLA, short for service level agreement, puts that stream of small work on rails. You get a fixed number of hours each month, agreed response times, and one way to ask for help. At Studio Ubique we call it website support. Below you’ll find what it covers, what it costs, and when you don’t need it.

What a website SLA actually is

An SLA is an agreement about service: how much time is reserved for you, how fast someone responds, and what counts as included. For a website it usually comes down to four things: a set number of hours per month for updates and fixes, response times during business hours, one clear route for requests, and an overview of the hours you’ve used and the hours you have left.

Without one, every small request turns into a new negotiation. With one, it’s a message and a time slot.

What an SLA with Studio Ubique looks like

We offer three website support packages. Prices are per month, excluding VAT.

Care costs €240 and includes 4 hours, with a response within 24 business hours. It covers the basics: hosting checks and monitoring, backups, WordPress core and plugin updates, security and uptime monitoring, and fixing issues within an agreed support structure.

Growth costs €480 and includes 8 hours, with a response within 8 business hours. You get everything in Care, plus a monthly check-in, technical and UX observations, small ongoing changes, support with conversion-focused tweaks, and help deciding what to do first.

Partnership costs €960 and includes 16 hours, with a response within 4 business hours. On top of Growth there’s a monthly strategy session, proactive recommendations, ideas for A/B tests, CRO and UX input, and more frequent iteration tied to your business goals.

Need a different volume, or cover in the evening or at weekends? That’s a custom arrangement, from €60 per hour.

How it works day to day

You send a request by email or message. We confirm what it takes and when it’ll be done, within the response time of your package. We do the work, log the time, and tell you when it’s live. Small fixes come out of your hours too, so you always know where you stand. If you’re running low, you hear it from us before it turns into a surprise.

Unused hours carry over to the next month, as long as it’s the same quarter. At the end of the quarter they expire. That keeps the hours in use, instead of piling up for a rainy year.

Some things don’t fit in monthly hours, such as complete new pages or larger features. Those we quote as a separate project, so your support hours stay free for the day-to-day.

Is an SLA the same as website maintenance?

No. Website maintenance is technical upkeep: updates, backups and keeping the site secure. It mostly runs in the background and costs €39 per month with monthly updates, or €59 with weekly updates.

Website support covers the human side as well. Changing homepage copy before a launch, swapping product photos, fixing a layout that broke after a browser update, repairing a contact form. You can have perfect maintenance and still wait weeks for a text change. That gap is what an SLA closes. Care includes the technical basics too, so you don’t pay for them twice.

Which package fits, and what you commit to

Pick Care if your site is stable and you mainly want it safe and up to date, with room for the odd change. Pick Growth if you publish regularly or want someone keeping an eye on how the site performs. Pick Partnership if your website is a growth channel and you want strategic input every month. And if your site barely changes, maintenance alone is enough.

Every package runs for at least three months. After that you can cancel monthly, with one month’s notice. There’s no annual contract. Support is paid monthly in advance.

With a package, we guarantee 99.9% uptime. If we fall short, we look at the cause and compensate you in extra hours or credit. Without a package, 99.5% is a target, not a promise. Round-the-clock cover for critical issues is possible, but only as a custom arrangement.

FAQs

Q.1 What is a website SLA?

A service level agreement for your website. It sets how many hours are reserved for you each month, how fast you get a response, and how you request changes.

Q.2 How is an SLA different from website maintenance?

Maintenance is technical upkeep like updates, backups and security. An SLA also covers the visible work: text edits, image swaps, blog posts, layout fixes and small changes.

Q.3 What does a website SLA cost at Studio Ubique?

Care is €240 per month for 4 hours, Growth €480 for 8 hours and Partnership €960 for 16 hours, all excluding VAT. Other volumes are possible from €60 per hour.

Q.4 How fast do you respond?

Within 24 business hours with Care, 8 with Growth and 4 with Partnership.

Q.5 Do unused hours roll over?

Yes, to the next month within the same quarter. At the end of the quarter, unused hours expire.

Q.6 How long do I commit?

At least three months. After that the package runs monthly, with one month’s notice.

Q.7 What isn’t included?

Complete new pages and larger features. We quote those as a separate project.