Service Level Agreement
Effective Date: April 09, 2025This Service Level Agreement ("SLA") outlines the service standards and commitments provided by Webgraphers ("we," "us," or "our") to our clients ("you" or "Client") for software development and UI/UX design services. This SLA is incorporated into any agreement between Webgraphers and the Client.
1. Scope of Services
Webgraphers provides the following services under this SLA:
- Custom software development.
- UI/UX design and prototyping.
- Maintenance and support for delivered solutions (if specified in the agreement).
2. Service Availability
We aim to ensure the following availability for our hosted solutions (where applicable):
| Metric | Target |
|---|---|
| Uptime | 99.9% per month, excluding scheduled maintenance |
| Scheduled Maintenance | Notified at least 48 hours in advance; limited to off-peak hours |
3. Support Services
We provide support as follows:
- Support Hours: Monday to Friday, 9:00 AM - 5:00 PM (local time).
- Contact Methods: Email (info@webgraphers.com) or client portal.
- Response Times:
| Issue Severity | Response Time |
|---|---|
| Critical (service unavailable) | Within 4 hours |
| High (major functionality impaired) | Within 8 hours |
| Medium (minor issues) | Within 24 hours |
| Low (general inquiries) | Within 48 hours |
4. Performance Standards
We commit to delivering services with reasonable skill and care. Specific deliverables, timelines, and milestones will be outlined in the project agreement.
5. Client Responsibilities
To ensure optimal service, you agree to:
- Provide timely feedback, approvals, and required materials.
- Use our services in accordance with applicable laws and our Terms of Service.
- Notify us promptly of any issues or service interruptions.
6. Remedies for Service Failures
If we fail to meet the uptime or response time commitments, you may be eligible for the following remedies:
- Uptime Failure: Service credits equal to 5% of the monthly fee for each 1% below 99.9% uptime (max 25% credit).
- Support Failure: Escalation to senior support staff and a written explanation.
Remedies are subject to verification and do not apply if failures result from Client actions, third-party issues, or force majeure events.
7. Exclusions
This SLA does not cover:
- Downtime due to Client misuse or unauthorized modifications.
- Issues caused by third-party services or software not managed by Webgraphers.
- Force majeure events (e.g., natural disasters, war, or government actions).
8. Termination
Either party may terminate this SLA as per the terms of the primary agreement. Termination does not relieve the Client of payment obligations for services rendered.
9. Amendments
We may update this SLA periodically. Changes will be communicated to active clients and posted here with an updated "Effective Date."
10. Contact Us
For questions about this SLA or to report issues, contact us:
Email: info@webgraphers.com