Service Level Agreement (SLA)

SLA Overview

This SLA establishes measurable performance standards for WebNexa's services, including uptime guarantees, response times, and quality commitments. It applies to all active service agreements and hosting arrangements.

Service Availability

Uptime Guarantees

Planned Maintenance

Scheduled maintenance windows:

• Maximum 4 hours per month for routine maintenance
• Advance notice of at least 48 hours
• Maintenance typically scheduled during low-traffic periods
• Emergency maintenance may occur with minimal notice
• Critical security updates may require immediate maintenance

Response Time Commitments

Support Response Times

Business Hours

Standard support hours:

• Business Hours: Sunday to Thursday, 9:00 AM - 6:00 PM (GMT+6)
• Emergency Support: Available 24/7 for critical issues
• Response Time: Measured from initial ticket submission
• Holidays: Limited support during national holidays

Performance Standards

Website Performance

• Page Load Time: Under 3 seconds for standard pages
• Server Response Time: Under 200ms for cached content
• Database Query Time: Under 100ms for optimized queries
• Image Optimization: Compressed to under 100KB per image
• Mobile Performance: Google PageSpeed score above 85

Security Standards

• SSL Certificate: Valid SSL/TLS encryption for all sites
• Security Monitoring: 24/7 automated threat detection
• Backup Frequency: Daily automated backups
• Malware Scanning: Weekly comprehensive scans
• Security Updates: Applied within 48 hours of release

Project Delivery Standards

Development Timelines

Quality Assurance

• Cross-browser Testing: Chrome, Firefox, Safari, Edge
• Mobile Responsiveness: Tested on iOS and Android devices
• Performance Testing: Load testing for expected traffic
• Security Testing: Vulnerability assessment before launch
• SEO Optimization: Basic on-page SEO implementation

Communication Standards

Project Communication

• Project Updates: Weekly progress reports for active projects
• Milestone Notifications: Email notifications at each milestone
• Change Requests: Response within 24 hours
• Client Meetings: Scheduled as needed, minimum weekly for large projects
• Documentation: Comprehensive project documentation provided

Support Communication

• Ticket System: All support requests tracked via ticketing system
• Status Updates: Regular updates on ongoing issues
• Escalation Process: Clear escalation path for unresolved issues
• Knowledge Base: Self-service resources available 24/7

Monitoring and Reporting

System Monitoring

• Uptime Monitoring: Continuous monitoring from multiple locations
• Performance Monitoring: Real-time performance metrics
• Security Monitoring: 24/7 threat detection and response
• Resource Monitoring: Server resources and capacity tracking
• Error Monitoring: Automatic error detection and alerting

Reporting

• Monthly Reports: Uptime, performance, and security summary
• Incident Reports: Detailed reports for any service disruptions
• Performance Analytics: Website traffic and performance metrics
• Custom Reports: Available upon request

Service Credits and Remedies

Uptime Service Credits

If we fail to meet uptime guarantees, eligible clients receive service credits:

Credit Limitations

• Credits must be claimed within 30 days of the incident
• Maximum credit per month: 100% of monthly service fee
• Credits applied to future invoices, not cash refunds
• Planned maintenance excluded from uptime calculations
• Force majeure events excluded from SLA calculations

Exclusions and Limitations

SLA Exclusions

This SLA does not apply to:

• Issues caused by client's actions or negligence
• Third-party service failures beyond our control
• Internet connectivity issues at client's location
• Force majeure events (natural disasters, war, etc.)
• Scheduled maintenance windows
• Beta or experimental features
• Free or trial services

Client Responsibilities

Clients must:

• Provide accurate and timely information
• Respond to requests within reasonable timeframes
• Maintain current contact information
• Follow recommended security practices
• Report issues promptly through proper channels
• Comply with acceptable use policies

Maintenance and Updates

Regular Maintenance

• System Updates: Monthly security and performance updates
• Software Updates: CMS and plugin updates as needed
• Security Patches: Applied within 48 hours of release
• Performance Optimization: Quarterly performance reviews
• Backup Verification: Monthly backup integrity checks

Emergency Maintenance

• Critical security vulnerabilities addressed immediately
• Emergency maintenance may occur without advance notice
• Clients notified as soon as possible during emergencies
• Post-incident reports provided for significant issues

Escalation Procedures

Support Escalation

1. Level 1: Initial support team response
2. Level 2: Senior technical specialist (if unresolved after 4 hours)
3. Level 3: Development team lead (if unresolved after 24 hours)
4. Level 4: Management escalation (if unresolved after 48 hours)

Emergency Escalation

For critical issues:

• Immediate notification to on-call technical team
• Management notification within 1 hour
• Client notification within 2 hours
• Regular status updates every 2 hours until resolution

SLA Review and Updates

This SLA is reviewed and updated:

• Annually: Comprehensive review of all terms and metrics
• Quarterly: Performance metrics and target adjustments
• As Needed: Updates for new services or significant changes
• Client Feedback: Incorporating client suggestions and requirements

Clients will be notified of any SLA changes at least 30 days in advance.

Contact Information

For SLA-related inquiries:

• Support: support@webnexa.com
• Emergency: +8801771770033 (24/7)
• SLA Claims: sla@webnexa.com
• Management: management@webnexa.com

Effective Date

This Service Level Agreement is effective as of January 1, 2024.