Effective Date: January 24, 2026

1. Agreement Overview

This Service Level Agreement (“SLA”) outlines the performance guarantees, support protocols, and incident response times provided by WebDesign.gy to the Client. This SLA is an integral part of our Master Services Agreement and applies specifically to the “30-Day Support Warranty” included in all tiers, as well as active Retainer Agreements.

Our objective is to ensure your digital infrastructure remains operational, secure, and commercially viable.

2. Service Availability Guarantee

We understand that downtime equals lost revenue.

  • Uptime Target: We aim for a 99.9% uptime availability for all hosted infrastructure during any calendar month.
  • Maintenance Windows: Routine maintenance (security patching and server upgrades) will be scheduled during off-peak hours (typically 01:00 AM – 05:00 AM GYT) to minimize operational disruption. We will provide at least 48 hours’ notice for any planned maintenance that requires downtime exceeding 15 minutes.

3. Incident Severity Levels and Response Times

When you report an issue, we classify it into one of three severity levels to prioritize our response.

3.1 Severity Level 1: Critical Failure (Code Red)

  • Definition: The website is completely inaccessible (down), the server is non-responsive, or a critical security breach is detected. The business cannot operate digitally.
  • Response Time: < 4 Hours (during business hours).
  • Resolution Target: We aim to restore core functionality within 12 hours of the initial report.

3.2 Severity Level 2: Major Malfunction

  • Definition: The site is online, but a major feature is broken (e.g., the “Contact Form” isn’t sending emails, or the “Project Portfolio” isn’t loading images). Business is impacted but not stopped.
  • Response Time: < 24 Hours.
  • Resolution Target: Fix deployed within 2 business days.

3.3 Severity Level 3: Minor Issue / Aesthetic Request

  • Definition: A typo in the text, an alignment issue on mobile, or a request to change a button color. Functionality is not impaired.
  • Response Time: < 48 Hours.
  • Resolution Target: Fix scheduled for the next weekly deployment cycle.

4. Support Scope: Warranty vs. Billable Work

To maintain transparency, we clearly define what is covered under “Support.”

4.1 Covered Under Warranty (Free)

  • Bugs: Repairing any feature that was scoped in the original agreement but is not working as intended.
  • Security Patches: Applying critical security updates to the CMS or server software during the warranty period.
  • Broken Links: Fixing internal 404 errors caused by deployment faults.

4.2 Excluded (Billable Development)

  • New Features: Requests to add pages, forms, or functionality not in the original scope.
  • Content Changes: Uploading new blog posts, changing team photos, or rewriting “About Us” text (unless you are on a Retainer Plan).
  • Third-Party Failures: Fixing issues caused by external plugins updating themselves or changes to third-party APIs (e.g., Google Maps changing their pricing policy).

5. Client Responsibilities

To ensure we can meet our SLA targets, the Client agrees to:

  • Report Issues Protocol: Submit all support requests via the designated “Client Support Portal” or the official support email. WhatsApp messages may not trigger the SLA timer.
  • Access Rights: Maintain our administrative access to the hosting environment. If you revoke our access or change passwords without notifying us, this SLA is voided.
  • No “Cowboy Coding”: If a third-party developer or an internal staff member edits the code and breaks the site, restoring it is a billable “Rescue Service” and is not covered by the warranty.

6. Service Credits

In the unlikely event that we fail to meet our Uptime Target of 99.9% in a given month (excluding scheduled maintenance), Market Leader tier clients may be eligible for a Service Credit equivalent to 5% of their monthly hosting fee for every 1% of downtime below the target, capped at 50% of the monthly fee.