Christmas website
maintenance SLA (Temporary)
Effective Dates: 12:00pm Wednesday 24th December to Monday 5th January.
Trio Media is committed to maintaining a reliable and predictable website experience for our clients throughout the year. During the Christmas period, our team operates on a reduced availability schedule to observe UK public holidays and to allow our staff the opportunity for rest. This Christmas SLA outlines how support and maintenance will operate during this period.
This Christmas SLA temporarily replaces our standard SLA between 12:00pm on Christmas Eve (Wednesday 24th December) and 9am on Monday 5th January.
Christmas operating hours
From 12:00pm on Wednesday 24th December to Monday 5th January, the Trio Media office is closed.
During this time:
- Our team is on call exclusively for urgent matters.
- Non urgent support requests will be acknowledged and actioned once normal service resumes on Monday 5th January.
- Staff are not required to work during this period except when responding to urgent issues.
Urgent support availability (Christmas period)
Urgent support is monitored during the Christmas closure for the following specific issues:
- Website down or inaccessible
- Critical security breach or malware incident
- Issues that immediately impact key conversions (e.g., forms not submitting at all)
- Hosting outages
Response Time: Within 24 hours (not inclusive of Christmas day and Boxing day)
Resolution: As soon as reasonably possible, subject to third-party provider availability (e.g., hosting platforms)
Urgent support will only be available through calls to our office number – 0113 733 2020
Please note: our maintenance support ticketing service will be monitored once daily (non-bank holiday, non-weekend days) during the closure period. For any non urgent maintenance tasks that can be picked up on our return, this method should still be used.
Non urgent support during Christmas
The following categories will not be actioned during the Christmas period and will be picked up when normal service resumes:
- Routine changes or content updates
- Design or structural website updates
- Bug fixes that do not critically affect website functionality
- Plugin or software updates
- New development or enhancements
Non urgent tickets raised during this time will receive a response when our team returns on Monday 5th January, and normal SLA timeframes will apply from that date onward.
Christmas maintenance & monitoring
Even during the Christmas period, ongoing automated maintenance continues:
- Daily backups (retained for 2 weeks)
- Security monitoring for suspicious or malicious activity
- Hosting-level monitoring via our hosting partners
Scheduled maintenance windows and routine updates (e.g., monthly plugin updates) will be paused during the closure period and resume in January, however all plugins will be updated prior to the break.
Requesting support over Christmas
For any issue during the Christmas period:
- Please call the Trio office on 0113 733 2020. If no one is available, please leave a voicemail and this will be picked up as soon as possible.
- If the issue qualifies as urgent, you will receive a response within 24 hours.
- If the issue is not urgent, we will respond from Monday 5th January when normal service resumes.
Support requests sent via text, WhatsApp or unmonitored email channels will not trigger urgent response.
Additional terms
This Christmas SLA forms an extension to our standard SLA and Terms of Business. All other terms remain unchanged.
Normal service, standard operating hours (Mon–Fri, 9:00–17:00, excluding Bank Holidays), and standard SLA timeframes resume on Monday 5th January.