Website Maintenance
Trio Media are committed to providing a reliable, predictable website experience for our customers via our flexible website hosting & maintenance packages.
Website Maintenance Service
Depending on your package, the service includes:
Support enquiries: When you raise a support enquiry here or with a member of our team, we will respond within a maximum of 3 working days, acknowledging receipt and providing an estimated resolution time.
Software updates: This includes ensuring that the hosting environment and CMS are running on the safest, most up to date version.
Monthly WordPress and Plugin updates: We will keep your website and its plugins up to date in order to ensure continuity of your website. This is actioned once a month per website.
Bug Fixes: We will fix any reported bugs within the agreed SLA. If we find the bug, we will report this to you.
Backups: We take daily backups of your website which are stored for 2 weeks.
Security: We use tools to detect and block suspicious activity on your website or malware attacks.
Maintenance Windows: Routine maintenance tasks will be performed on Tuesdays and Thursdays to minimise disruption.
What’s included?
Included within our support hours are tasks such as:
Certain services are excluded, such as:
These will be quoted separately.
Please note: The terms of this SLA are in addition to and should be read together with our standard Terms of Business.
Requesting Support
We offer guaranteed response times during business hours: 9:00-17:00 Mon-Fri (not including Bank Holidays).
Whenever you have an issue, you can raise a ticket by complete our support form here
If you have a priority support package you can also call us on 0113 733 2020.
Support requests cannot be submitted via text or Whatsapp.
Response and Resolution Times
We aim to offer a response and resolution time depending on the priority weighting our team assigns to your issue when it’s first received. All incoming tickets will be handled by a member of the Projects team. Our team will communicate regularly, including timeframes and progress in reaching a resolution. Please see below the defined timeframes for priority levels (“SLA Timeframes”):
| Priority | Response and initial actions taken within | Resolution within |
| Low | 3 days | 2 weeks |
| Medium | 1 day | 1 week |
| High | 2 hours | 1 day |
| Urgent | 30 mins | ASAP |
Examples of priorities
Low: Routine changes
Medium: Text/ Imagery misalignment
High: Contact form not working
Urgent: Website not loading
Please note: We cannot guarantee to respond to and resolve support requests within the SLA Timeframes if they are not received via one of the above methods. Resolution times will only be met if the fix is possible within the time window and we will keep you informed throughout the process.
Hosting
We work with Nimbus Hosting to host the majority of our websites. Occasionally, we might use other providers such as Krystal or WP Engine. We will always recommend the best hosting provider for your individual requirements.
All of our hosting providers are committed to providing fast, reliable and secure UK-managed hosting solutions, and their UK data centres are ISO 27001, ISO 9001 accredited and PCI DSS compliant.
Please note: We take no responsibility for any of our customers’ websites that are hosted with another provider and contracted through the customer directly.
