OSAM Websites operates a fair usage policy that limits the number of support hours that you receive within your Standard Hosting & Support package to 1 ½ hours each calendar month; if unused, these do not roll over. We will monitor your usage each calendar month so that we can protect our services for all our customers.

In the rare case you may go over your fair usage limit, we will let you know and give you the option to pay hourly for our work at the rate of £35 +VAT per hour, or place the changes on hold until the following month. We will never carry out additional work outside of our fair use policy amount without written consent.

In some cases, we may offer 1:1 Website Training inclusive of your Hosting & Support package. This one-off training is recorded and limited to 30 Minutes. Additional training may incur costs.

To maximise this allowance, we advise all your changes and content are sent via email, clearly listed, to support@osamweb.com. Telephone conversations discussing changes are also included in this allowance. From here, our Customer Support team will open a ticket and advise a suitable turnaround time in line with our Tiers stated below.

Support Tiers

T1 (First Response Time: 8 Working Hours)

Critical issues: Complete service loss, website downtime, non-functional email accounts, domain name problems, or payment gateway failures.

T2 (First Response Time: 16 Working Hours)

Major disruptions: Intermittent service loss, website visibility issues, partially functioning email accounts, or booking system failures.

T3 (First Response Time: 32 Working Hours)

General updates: Website content updates, image changes, and other non-urgent modifications.

Response times may vary based on your request and our current workload.

In rare cases of total service loss, we will notify you, including on weekends, at the company’s discretion.

File Upload Policy

We request that files uploaded to your website are no larger than 1MB in file size. This is more than adequate for web browsing, and larger files can impact bandwidth. Uploading large files can result in slower website speeds, which we cannot be held responsible for, or carry out additional works to improve unless agreed. We put measures in place on your website to prevent this, but this cannot always be relied upon.

Hosting Policy

All website packages include 5GB of storage by default, shared across your website, database, and any associated email accounts.

When your storage is nearing capacity, our team will notify you and provide two options:

• Free up space by deleting old emails or large image & video files if applicable.
• Upgrade your hosting by purchasing additional space—available with flexible monthly or annual plans.

Our upgraded hosting packages offer far more than just additional storage. They include advanced back-end tools, faster performance, and enhanced support. A standout improvement is the speed of our email service — messages are now delivered to your clients’ inboxes within seconds, a major upgrade from the previous average of three-plus minutes which is great for time-critical emails. You’ll also benefit from a significant reduction in false spam and virus detections.

With full control over our infrastructure, we now offer real-time diagnostics and more responsive support across all services for clients on our upgraded hosting plans. 

For pricing and assistance, feel free to reach out to our support team.

Policy Updates

OSAM Websites reserves the right to update these terms of use at any time.