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Service Level Agreement

Our commitment to excellence

At Ravenswood Media, we believe in transparency and professional standards. Our comprehensive Service Level Agreement ensures you know exactly what to expect when working with us. While the full details are provided to clients upon engagement, here’s an overview of our commitment to service excellence.

Clear Service Definitions

We provide a full spectrum of digital services, from website design and development to ongoing maintenance and marketing support. Our SLA clearly defines what’s included in each service package, ensuring there are no surprises or misunderstandings about project scope.

  • Full Service design, development, hosting, maintenance
  • Clear definitions with no hidden extras
  • Transparent about what we do and don't provide
  • Tiered maintenance packages to suit different business needs
"My team and I at the V&A have worked with Greg and Ravenswood Media for quite a number of years and we've always found them to be responsive, engaged and willing to help with a great attention to detail. The website we required was built from scratch and Greg and the team at Ravenswood have been fantastic at maintaining it, working with a variety of stakeholders and engaging us with the analytics side of things. I would very much recommend them."
Michael Linington
Head of Philanthropy, V&A Museum

Guaranteed Response Times

Time is money in business, which is why we guarantee specific response times for different priority levels. Critical issues affecting your website’s availability receive immediate attention, whilst maintaining efficient handling of routine enquiries.

  • Critical issues: Rapid response during business hours
  • Clear priority levels for all support requests
  • Defined escalation procedures
  • Optional out-of-hours support packages available

Your Responsibilities Made Simple

Success is a partnership. Our SLA clearly outlines what we need from you and when we need it, helping projects run smoothly and on schedule.

  • Clear timelines for content and feedback provision
  • Structured approval processes to avoid delays
  • Defined points of contact for efficient communication

Transparent Communication

We believe in keeping you informed at every stage. Our SLA establishes clear communication channels for different needs – from routine project updates to emergency contact procedures.

  • Dedicated Slack channels for project updates
  • Multiple contact methods for different urgency levels
  • Clear escalation path if issues arise
  • Regular progress reporting

Comprehensive Warranties

We stand behind our work with solid guarantees and ongoing support options for long-term peace of mind.

  • 30-day bug fix warranty
  • Intellectual property protection guaranteed
  • Ongoing maintenance packages available
  • Third-party licensing handled for you

Data Security

Fundamental best practices for your peace of mind

CyberEssentials​
Ravenswood Media Limited Holds the UK Government-backed CyberEssentials certificate.

Certificate ID:
900116f8-0445-4be1-b6ad-0d87143376ae
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Information Commissioner's Office
Ravenswood Media Limited is registered as a data controller with the ICO.

Registration Reference: ZB846026
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Disclosure and Barring Service
All Ravenswood Media Limited staff and contractors are DBS vetted.
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Fair Commercial Terms

Our pricing structure is transparent and fair, with clear payment terms and no hidden charges. We offer flexible engagement models to suit different business needs.

  • 50/50 Payment Structure
  • Fixed-price projects, retainers and hourly rates available
  • Clear process for scope changes
  • Transparent handling of additional work requests

Protected by Professional Standards

With £1 million professional indemnity insurance and clear liability frameworks, you can engage our services with confidence.

  • Clear liability limitations defined
  • Reasonable exclusions transparently stated
  • Professional standards you can rely on
Peace of Mind

Full GDPR Compliance

Data protection isn’t just a legal requirement – it’s fundamental to trust. We maintain comprehensive data protection procedures with clear policies.

ICO registered (ZB846026)

Cyber Essentials Certified

Transparent about sub-processors used

Clear data retention and deletion policies

72-hour breach notification commitment

Intellectual Property Clarity

No ambiguity about who owns what. Our SLA clearly defines ownership and rights for complete peace of mind.

  • Ownership transfers on final payment
  • All third-party licensing managed for you
  • Portfolio usage rights clearly defined
  • Annual licence review meetings included

Professional Dispute Resolution

While we pride ourselves on strong client relationships, our SLA includes clear procedures to resolve any concerns fairly and efficiently.

  • Four-stage resolution process
  • Communication-first, people-centric approach
  • Arbitration through Law Society if needed
  • Governed by England & Wales law

Absolute Confidentiality

Your business information is safe with us. Our discretion and strict confidentiality provisions ensure that sensitive information remains protected throughout our engagement.

  • Comprehensive confidentiality clauses
  • Clear definition of protected information
  • NDA provisions available
  • Your commercial secrets stay secret

Ready to Work with Confidence?

Our full Service Level Agreement provides comprehensive details on all aspects of our working relationship, tailored to your specific service requirements.

We’re happy to discuss our SLA terms and how they apply to your project during our initial consultation.

Get in touch today to discuss your project requirements and discover how our professional standards can support your business growth.

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