Who This Applies To
This SLA applies to clients with an active monthly maintenance retainer. It defines the standards you can expect from us and clarifies what is and is not included in the retainer scope.
For one-off project clients, response times are handled on a best-effort basis as agreed during the project engagement.
Monitoring Coverage
We target 99.5% uptime per calendar month for sites and platforms we host or manage, excluding scheduled maintenance windows and the third-party outages listed in section 05. If uptime falls below this target in a given month, we'll credit the affected days toward your next retainer invoice.
When You Can Expect to Hear Back
Business hours: Monday – Friday, 9:00 am – 5:00 pm AST
Response time means initial acknowledgment and triage, not necessarily resolution. Resolution time depends on the complexity of the issue.
What Security Coverage Includes
- Monthly security scan — automated scan of your site and codebase for malware, suspicious scripts, and known attack signatures
- Vulnerability alerts — notification within 48 hours if a known CVE affects software we installed or manage for you
- Plugin / dependency updates — patches applied within 7 days of release for non-breaking updates; breaking updates discussed with you before applying
- SSL/TLS configuration — annual review to ensure your site is using current cipher suites and HSTS is properly configured
- Breach notification — if our access or managed systems are involved in an incident, we notify you within 24 hours
Outside the SLA
The following are outside our monitoring and response commitments under the retainer:
- Your hosting platform outages — e.g. GitHub Pages, Netlify, Vercel going down. These are outside our control.
- Domain registrar issues — DNS propagation problems, expired domains, or issues with your registrar account.
- Third-party service failures — payment processors, social media platforms, email providers, CDNs we did not set up.
- Content beyond the monthly allowance — content updates exceeding 30 minutes per month are billed at our standard hourly rate.
- Issues caused by your changes — any breakage resulting from modifications made by you or another party to code or systems we manage.
- Your customers' data — we do not monitor, manage, or take responsibility for your end-users' personal data or how it is handled by your systems.
- Force majeure — outages caused by natural disasters, telecommunications failures, government action, or events outside our reasonable control.
How to Reach Us
For all support requests, use the channels below. For critical issues (site down, security breach), calling is fastest.
Updates to This Agreement
We may update this SLA from time to time to reflect changes in our service offering. We will notify active retainer clients at least 14 days before any material changes take effect.
Continued use of the retainer after the effective date of a change constitutes acceptance of the updated SLA.