Service Level Agreement

Span monitors every site around the clock and responds during business hours, Monday to Friday, 9 am to 5 pm Central, excluding US federal holidays. The same SLA applies on every plan; plans differ only in how many maintenance cycles they include.

Reporting a problem

Email maintenance@span.build. For an urgent problem, start the subject line with “Urgent.” Span’s monitoring usually flags an outage before anyone writes in, and an alert email goes to every contact once Span confirms it.

Response times

Priority	Examples	First response	Resolution target
Urgent	Site down, hacked or losing data; a security flaw being actively exploited	Within 2 business hours	Work starts on response. Site restored or patched the same business day where possible. Alert to all contacts, with a follow-up when resolved.
High	A key feature broken, such as forms not sending or listings not updating; a critical security advisory in Craft or a plugin	Within 1 business day	Fixed or patched within 3 business days
Normal	A minor bug, a question about a report, a small display issue	Within 2 business days	Fixed in the next cycle, or estimated as a site improvement
Site improvement	A new feature or change	Within 2 business days	Written estimate within 5 business days

An outage that starts outside business hours alerts the team right away; Span responds by the start of the next business day, and sooner when someone is available.

Ongoing commitments

Area	Commitment
Maintenance cycles	Quarterly: one per calendar quarter. Biannual: one every six months. Yearly: one a year. Each finishes within the month of its window (proposed).
Notices	Emailed 7 days before each window, with a rescheduled notice if the date moves
Reports	Sent within 5 business days of the cycle’s production deploy (proposed)
Security updates	Ubuntu security updates installed nightly on every server
Server updates	Every server updated and restarted once a month in the Friday 8 to 9 am Central window; a server not ready that day goes first the following Friday
Security advisories	Every site checked weekly; critical advisories handled as High priority from the day they are found
Monitoring	Uptime, SSL certificates and broken links checked continuously
Database backups	Weekly in your hosting account, kept 120 days; monthly in Span’s backup account, kept 90 days; one more immediately before every deploy and server update
Asset backups	Monthly copy of the asset library in Span’s backup account, kept 90 days
Restore checks	Each site’s backup restored in a test at least once a year, with the date shown in every report (proposed)

What a restore recovers

A restore returns the site to its most recent good backup. Database content can be up to 7 days old, or less when a deploy or server update ran since the weekly backup. Uploaded images and files can be up to one month old. Content added after the backup used has to be entered again.

Outside this SLA

Span does not guarantee uptime, since each site runs on the client’s hosting account and depends on that provider. Outages and slowdowns at the hosting provider or a third-party service, and problems caused by changes made outside Span, fall outside these targets; Span still helps restore service and bills the time as a site improvement where the cause is outside Span’s work (proposed).