Our Commitment

At iTCHYROBOT we understand that your school website is an important communication platform for parents, pupils, staff and visitors. We are committed to providing a secure, reliable and professionally managed hosting service for websites built and maintained on the iTCHYROBOT WordPress platform.

This document explains the service you can expect from us, together with the timescales we work to should an issue arise.

Hosting Platform

We will:

• Provision your website on professionally managed UK-based hosting infrastructure.
• Configure your hosting environment for security, performance and resilience.
• Maintain the hosting platform and supporting infrastructure.
• Provide SSL/TLS certificates for all hosted websites.
• Monitor the hosting platform continuously using automated monitoring systems.
• Apply regular operating system and security updates to the hosting environment.
• Operate multiple layers of security including firewalls, web application firewall protection, intrusion detection and malware protection.

Support Response

Support requests should be submitted through our normal support channels.

Our service response times begin from the point at which the issue is first reported to iTCHYROBOT, provided the report is received during our published business hours.

Where an issue is reported outside business hours, the response time begins from the start of the next working day.

We aim to acknowledge hosting related support requests within one working day.

Monitoring

Our hosting infrastructure is monitored continuously, 24 hours a day.

Automated monitoring systems generate alerts for our systems administration team who investigate and respond as appropriate.

In many cases issues are identified and resolved before customers become aware of them.

Website Backups

We perform automated backups of every hosted website every 24 hours.

Backups are retained in accordance with our internal backup retention policy, which may change over time to reflect operational and storage requirements.

Should restoration be required, we aim to restore your website to the most appropriate available backup within one business day, where technically possible.

Disaster Recovery

Should a hosting server suffer a major failure, we will prioritise restoration of customer services as quickly as reasonably practicable.

Where necessary, websites may be restored onto newly provisioned infrastructure.

Where iTCHYROBOT manages the website DNS records, we will complete the restoration process as quickly as reasonably possible.

Where DNS records are managed by a third party, recovery times may be extended and remain outside the control of iTCHYROBOT.

Fault Resolution

Where a hosting issue cannot reasonably be resolved on the existing infrastructure, we may migrate affected websites onto alternative hosting infrastructure.

We aim to fully resolve hosting related incidents within five working days, although more complex issues involving third parties or infrastructure providers may require longer.

Availability

We continually monitor our hosting platform and work to maintain a high level of service availability.

Occasionally planned maintenance, emergency maintenance or essential security updates may require brief periods of reduced availability.

Where practical, planned maintenance will be undertaken outside normal school or UK business hours.

Service Exclusions

The commitments within this document apply only to the hosting platform operated by iTCHYROBOT.

They do not apply to service interruptions or delays resulting from circumstances outside our reasonable control, including but not limited to:

• Internet service provider failures.
• Domain registrar failures.
• DNS provider outages.
• Cloudflare or other third-party CDN services.
• Third-party API or external service failures.
• Microsoft 365, Google Workspace or other external email services.
• Customer supplied software, plugins or custom code.
• Force majeure events including severe weather, fire, flooding or national infrastructure failures.
• Distributed Denial of Service (DDoS) attacks or malicious activity beyond reasonable mitigation.
• Scheduled maintenance by third-party suppliers.
• Delays caused by third-party suppliers, hosting providers or telecommunications providers.

Such events will not be considered a failure of the iTCHYROBOT hosting service.

Customer Responsibilities

Customers are responsible for:

• Maintaining accurate contact details.
• Reporting hosting issues through our support channels.
• Maintaining any third-party services under their control, including domain registrations where not managed by iTCHYROBOT.
• Ensuring any third-party plugins or bespoke functionality remain supported where these fall outside the standard iTCHYROBOT platform.

Scope

This hosting service is available exclusively for WordPress websites developed and maintained on the iTCHYROBOT platform.

It is not intended to operate as a general-purpose web hosting service and does not include direct server administration access.

Business Hours

Unless otherwise stated, business hours are:

Monday to Friday
09:00 – 17:00 (UK time)

excluding UK public and bank holidays.

Although our infrastructure is monitored continuously, response times and service commitments are measured during business hours unless otherwise agreed.

Service Review

Our hosting platform, operational procedures and security controls continue to evolve.

This document may be updated periodically to reflect improvements in technology, operational practice or changes in legislation.

Document Reviewed and updated: July 26