Service Level Agreement

So we're on the same page

Rubber Duckers Ltd (referred to as Rubber Duckers hereinafter) specialise in the design and development of websites and web-based software applications as well as video production and photography.

This document outlines the support provided by Rubber Duckers to all customers.

Customer Support

We aim to achieve the highest level of client satisfaction and for our clients to have absolute faith in our standard of work and the professional manner in which we conduct business

Our office hours are Monday to Friday, 9.30am until 5:00pm excluding UK bank holidays. During this time we will try to respond to any support requests within 24 hours either via email or phone. Outside of office hours we will endeavour to respond within 72 hours.

All clients will be provided with a dedicated, single point of contact for all support queries.

Bug fixes

Identifying and fixing bugs on a live website will be given priority over other support requests. During office hours we will respond within 24 hours and aim to find a solution immediately. Outside of office hours we will endeavour to respond within 24 hours of the alert being seen.


Training is provided to all clients where we provide a Content Management System (CMS) for their website. This training is provided remotely using video conferencing software. Training can be delivered on your premises if appropriate and agreed in advance, however may incur additional charges.

Ongoing maintenance and support

Responsibility for the maintenance of the site will be signed over to the client on the agreed delivery date. On this date and for a minimum period of one calendar month thereafter, Rubber Duckers warranties that the site will perform to the client’s satisfaction and shall be free from discernable errors or bugs. Any such errors noted and reported by the client within that time shall be the responsibility of Rubber Duckers.

Rubber Duckers shall not be liable for the provision of any work, which might be deemed to be maintenance (i.e. any work which must be performed on a regularly basis to ensure correct functioning of the site or to keep content up-to-date), which, after the sign-over date, shall be the responsibility of the client.

If maintenance or support other than that required to correct discernable errors or bugs or other programming defects during the first month is required by the client, all terms will be outlined in a separate specific maintenance contract.

What to do if you have a complaint

We pride ourselves on developing technically robust web-based software and excellent customer service. However if there is any element of our service which you are unhappy with, we have a clear and effective complaints procedure in place.

In the first instance, contact the person you are working with and voice your concerns. Alternatively you can contact us by post, addressing your letter to:

The Directors
Rubber Duckers Ltd
Southgate Chambers
37-39 Southgate Street
SO23 9EH

Will will respond in full to your complaint within 28 days.