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Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) is made between WEBtechSupport (“Provider”) and [.............. .............. ] (“Client”) to outline the terms, scope, and performance standards for website technical support services.

Effective Date: [Today's Date]

Term: Month-to-Month

1. Scope of Services

The Provider agrees to deliver the following services as part of the chosen support package:

1.1 Admin Package Services:

  • Basic Technical Support: : Tasks are limited to those that can be completed within 30 minutes.
  • Basic Website Security including ssl certificate installation.
  • Regular Monthly Backups
  • Software Updates
  • Website uptime monitoring
  • DNS record management
  • Fixed hourly rate of £50 for tasks over 30 min

1.2 Additional Services (if applicable):

  • Unlimited content updates for £22/month (optional)
  • Any agreed-upon custom services outlined in the signed agreement.

2. Service Availability

The Provider will ensure the availability of technical support during the following hours:

Support Hours: Monday to Friday, 8:00 AM to 6:00 PM (GMT)

Response Times:

  • Critical Issues (e.g., website downtime): Response within 2 hours
  • Non-Critical Issues (e.g., content updates): Response within 1 business day

3. Responsibilities

3.1 Provider Responsibilities:

  • Perform services with due diligence and expertise.
  • Maintain regular communication regarding service updates and incidents.
  • Adhere to agreed timelines and quality standards.

3.2 Client Responsibilities:

  • Provide timely access to necessary resources (e.g., website credentials).
  • Clearly define service requests via the ticketing platform.
  • Ensure payment is made promptly as per the agreed terms.

4. Performance Metrics

The Provider commits to the following performance standards:

  • 99.5% service uptime for hosted or managed websites.
  • Resolution of critical issues within 5 hours.
  • Monthly performance reports delivered by the 5th of each month.

5. Exclusions

This SLA does not cover:

  • Third-party software or hardware failures.
  • Issues arising from unauthorized changes made by the Client.
  • Situations beyond the Provider’s control, such as natural disasters or internet outages.

6. Payment Terms

The Client agrees to pay the service fees as outlined in the selected package:

  • Admin Package: £45/month
  • Dev Package: £190/month
  • ProActive Package £490/month
  • Additional charges for optional services or work beyond the package will be invoiced separately.

Payments are due on the 1st of each month. Late payments may result in service suspension.