Service Level Agreement

Rubber Duckers Ltd (Rubber Duckers) is a web design and development agency. We also provide branding, graphic design, video production, photography, SEO and ongoing website support.

This document sets out the support we provide to our clients.

We want our clients to have full confidence in the quality of our work and the way we run projects.

Our support hours are Monday to Friday, 9am to 5pm, excluding UK bank holidays and the Christmas closure period. During these hours we aim to respond to support requests within 24 hours by email or phone. Outside support hours we aim to respond within 72 hours.

Every client has a named point of contact for support queries.

Bugs on a live website take priority over other support requests. Within support hours we aim to respond within 24 hours and resolve the issue as quickly as possible. Outside support hours we aim to respond within 24 hours of the issue being picked up.

Where we build a site on a content management system, we provide training so the client can manage their own content. Training is delivered remotely by video call as standard. On-site training can be arranged by prior agreement and may incur an additional charge.

Responsibility for the site passes to the client on the agreed delivery date. For one calendar month from that date, Rubber Duckers warrants that the site will perform as agreed and will be free from discernible errors or bugs. Any such errors reported by the client within that period are our responsibility to fix.

After the one-month period, we are not responsible for work that falls under general maintenance. This includes any work needed on a regular basis to keep the site running correctly or to keep content up to date. Responsibility for that work sits with the client unless a separate maintenance agreement is in place.

If the client needs maintenance or support beyond the initial one-month warranty, the scope and terms are set out in a separate website care or growth partner agreement.

We take complaints seriously and aim to resolve them quickly and fairly.
In the first instance, please raise your concerns with your usual point of contact at Rubber Duckers. If you would prefer to escalate, you can contact the directors directly:

By email: quack@rubberduckers.co.uk

By post:
The Directors
Rubber Duckers Ltd
Southgate Chambers
37-39 Southgate Street
Winchester
SO23 9EH

We will respond in full to any formal complaint within 28 days.