Service Level Agreement
Purpose
This Service Level Agreement defines the scope, quality standards, and mutual responsibilities for Website Care Services (“Services”) delivered by Sitepact LLC (“Sitepact,” “we,” “our,” “us”) to the subscribing customer (“Client,” “you,” “your”).
2. Service Scope
| Feature / Deliverable | Essential | Essential Plus | Partner |
|---|---|---|---|
| Personalized Support (ticket/email) | ✓ | ✓ | ✓ |
| Weekly Performance & Security Report | ✗ | ✓ | ✓ |
| Unlimited Website Edits* | ✗ | ✓ | ✓ |
| Scheduled Backups | 1 × daily | 1 × daily | 4 × daily |
| Premium Plugins (value $2,000+) | ✓ | ✓ | ✓ |
| WooCommerce Support | ✗ | Small (≤ 50 prod.) | Medium (≤ 300 prod.) |
| Database Optimization | ✓ | ✓ | ✓ |
| SSL Certificate & Installation (Let’s Encrypt) | ✓ | ✓ | ✓ |
| Uptime Monitoring (1-min polling) | ✓ | ✓ | ✓ |
| Priority Support Queue | ✗ | ✗ | ✓ |
| Security / Malware Scans | Weekly | Daily | Daily |
| Free Malware Cleanup | ✗ | ✗ | ✓ |
| Broken Link Fixes | ✗ | ✓ | ✓ |
| Staging Site Environment | ✗ | ✓ | ✓ |
| Strategy / Review Meeting | – | 15 min / mo | 30 min / mo |
* “Unlimited Edits” covers content tweaks, styling adjustments, or settings changes taking < 30 min/task; excludes custom development, new feature builds, or redesigns.
3. Support Channels & Hours
| Channel | Availability | Notes |
|---|---|---|
| Ticket Desk (support@sitepact.com) | 24 × 7 | Primary channel. |
| Live Chat | Mon–Fri 09:00–17:00 EST/AST | Partner only. |
| Emergency Phone | 24 × 7 | Partner only; for Critical issues. |
4. Issue Classification & Response Targets
| Severity | Definition | Essential | Essential Plus | Partner |
|---|---|---|---|---|
| Critical | Site down, payment checkout failure, data breach | Response: 4 h Resolution: 24 h | 2 h / 12 h | 1 h / 8 h |
| High | Major feature broken, severe performance degradation | 8 h / 48 h | 4 h / 24 h | 2 h / 16 h |
| Medium | Minor function errors, design issues, plugin warnings | 24 h / 5 days | 12 h / 3 days | 6 h / 2 days |
| Low | Content edits, cosmetic tweaks, advice requests | 48 h / 10 days | 24 h / 5 days | 12 h / 3 days |
“Response” = acknowledgement & first technician assignment. “Resolution” = root cause fixed or workaround provided.
5. Scheduled Maintenance
- Regular maintenance (core/plugin updates, backups, optimization) is performed Tues–Thurs 22:00–02:00 EST.
- We give 48 h notice for disruptive tasks.
- Emergency security patches may occur without notice.
6. Backup & Recovery
| Metric | All Plans (frequency differs per §2) |
|---|---|
| Retention | 30 rolling days |
| Storage | Off-site S3-compatible, 256-bit encryption |
| Restore Target | 4 h for Partner, 8 h for Essential/Essential Plus after request |
7. Service Credits (Partner Plan only)
If Sitepact fails to meet Critical-issue Resolution within the SLA window in any calendar month, Partner clients may claim a credit equal to 10% of that month’s fee per incident, up to 50%. Credits are the exclusive remedy for SLA breaches.
8. Client Responsibilities
- Provide accurate contact details and promptly report issues via approved channels.
- Keep all login credentials secure; notify Sitepact of any suspected breach.
- Refrain from making direct file/database edits that bypass Sitepact without prior notice.
- Maintain valid payment information; non-payment may suspend Services.
9. Exclusions
- Development projects, theme redesigns, custom plugin builds.
- Fixes for issues caused by third-party code the Client installed without Sitepact approval.
- Hosting outages outside Sitepact’s control (data-center failure, upstream ISP, force majeure).
- Email deliverability beyond server-side configuration.
- Legal or compliance advice.
10. Security & Data Protection
Sitepact follows industry best practices (firewalled servers, least-privilege access, MFA for admin logins). All data handled under this SLA is governed by our Privacy Policy and applicable data-protection laws (e.g., GDPR, CCPA).
11. Term & Termination
- SLA begins on the subscription activation date and renews monthly.
- Either party may cancel with 14 days written notice before the next billing cycle.
- Outstanding fees remain payable up to the termination date.
- Sections 7, 8, 12, and 13 survive termination.
12. Limitation of Liability
Sitepact’s total liability under this SLA shall not exceed the fees paid by the Client in the preceding three (3) months. In no event shall Sitepact be liable for indirect or consequential damages, loss of profits, or business interruption.
