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Service Level Agreement (SLA)

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

Effective Date: [Start Date]

Term: Month-to-Month

1. Definitions
 
For clarity, the following terms are defined:
  • Business Hours: Monday to Friday, 8:00 AM – 6:00 PM (UK time).
  • Critical Issue: A website outage, major functionality loss, or any issue making the website inaccessible or unusable.
  • Non-Critical Issue: Any support request not classified as critical (e.g., content updates, styling adjustments).
  • Ticket: One self-contained request for updates to a single page/article (e.g., text edits, new image/photo upload, or link addition). Multiple changes to the same page/article count as one ticket if submitted as one request.
  • Package Hours: The total monthly allocation of service hours depending on the chosen package.
  • Uptime: The time a hosted website is available and accessible, excluding scheduled maintenance and circumstances beyond Provider’s control.

2. Scope of Services

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

2.1 Included Services:

  • 24/7 ticket submission system with defined response times (see Section 3).
  • SSL certificate installation, renewal, and monitoring.
  • Regular monthly backups.
  • Software updates (CMS, plugins, and security patches).
  • Website uptime monitoring and reporting.
  • Google Analytics setup, including advanced GA4 configuration (custom events, goals, conversions) within the available monthly hours.
  • DNS record management.
  • Website content additions and modifications (up to 25 tickets per month, fair usage applies).
  • Major redesigns or new feature development, if hours remain available.
  • Assisting in SEO or marketing campaigns, if hours remain available.
  • Recovery of hacked websites, if hours remain available.

2.2 Package Hours:

  • Admin Package – 10 hours per month
  • Dev Package – 20 hours per month
  • ProActive Package – 40 hours per month
 
All hours are tracked by the minute, and a detailed monthly timesheet is provided. When hours are exceeded, the Client may:
 
  • Purchase additional hours at a fixed hourly rate of £[rate],
  • Upgrade to a higher package, or
  • Wait until the next billing cycle.

2.3 Additional Services:

  • Any work beyond included hours is billed at £[rate] per hour.
  • Custom services may be added by written agreement.

3. Service Availability & Response Times

  • During Business Hours: Critical issues – response within 3 hours. Non-critical issues – response same business day if submitted before 5 PM, otherwise next business day.
  • Outside Business Hours: Critical issues – response within 6 hours. Non-critical issues – handled next business day.

4. Responsibilities

4.1 Provider Responsibilities:

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

4.2 Client Responsibilities:

  • Provide timely access to necessary resources (e.g., hosting, CMS, credentials).
  • Clearly define service requests through the ticketing system.
  • Ensure timely payments according to agreed terms.

5. Performance Metrics

  • For websites hosted by the Provider: 99% uptime guarantee.
  • For externally hosted websites: uptime cannot be guaranteed.
  • Critical issues resolved within 5 hours.
  • Monthly performance reports delivered by the 5th of each month.

6. Exclusions

This SLA does not cover:

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

7. Payment Terms

  • Package fees:
    • Admin Package: £300/month
    • Dev Package: £1,000/month
    • ProActive Package: £2,000/month
  • Invoices are issued automatically each month.
  • Payments are due on the 1st of each month.
  • Late payments over 14 days may incur a 5% late fee.
  • Service may be suspended for unpaid invoices.
  • Additional charges for services outside package scope will be invoiced

8. Termination

  • Either party may terminate this agreement with 30 days’ written notice.
  • Provider may terminate immediately in case of non-payment beyond 30 days.
9. Liability
 
  • The Provider shall not be liable for indirect, incidental, or consequential damages arising from use of the service.
  • Maximum liability under this SLA is limited to the fees paid by the Client in the last 60 days.

10. Agreement

By signing this document, both parties agree to the terms and conditions of this SLA.

 

Provider: WEBtechSupport

 

Client: .....................................