Your website is a crucial part of your public facing broadcast solution. Downtime and disruption are frustrating for everyone, and you want confidence that using iTCHYROBOT to provision and manage your hosting arrangement is the right choice. The information included here has been designed to give you peace of mind and guarantee that we are here to help.  

What you can expect from our team and what we’ll do to make things right if they ever go wrong.

  1. We will provision hosting with an industry leading provider using UK based datacentres, configure the hosting environment for security, performance and resilience. 
  1. We will respond to any emails related to hosting we receive to our standard support channels within 1 working day of an email being sent to iTCHYROBOT during our core office hours. 
  1. We will monitor all our servers 24 hours a day as standard and our Systems Administrators will respond to any alerts from these systems. 
  1. We will back up your website once every 24 hours and hold backups as long as you are an iTCHYROBOT customer. 
  1. We hold 1 version of a website in any 24-hour period. 
  1. A backup can be restored to the original hosting environment within 1 business day. 
  1. A new server can be provisioned and the site restored within 3 business days (if iTCHYROBOT hold and/or manage access to the domain name records).  If we do not have direct access to the DNS records, recovery times can be notably longer, and this is outside our control and scope for penalties. 
  1. If an issue is identified that cannot be rectified within 24 hours, we will migrate clients onto newly provisioned virtual machines. 
  1. We aim for all issues to be fully resolved and closed within 5 working days. 
  1. Our hosting platform is for the use of iTCHYROBOT customers who have WordPress websites developed on our core platform.   
  1. Our servers are all backed by firewalls, OWASP firewall and IDS detection rules along with daily server OS patching and Antivirus software updates. 
  1. All hosting plans come complete with a website SSL. 
  1. Our aim is to achieve a high level of performance of 90% uptime per month excluding scheduled maintenance windows.  Where we fall below this in any given month, we will credit your account to the amount of 10% of your hosting fee for each day of website downtime up to the maximum value of your monthly hosting fee.  Our shared platform for sites equates to £16.67 per month or a refund of £1.67 per day of total downtime. 
  1. Whilst we endeavour to always respond to support requests during UK national holidays such as Bank Holidays, Easter, Christmas, New Year etc, response time may vary at these times. 

Please check this page on a regular basis as information is liable to change as practices and regulations are updated.