Service Level Agreement (SLA) for Website Development and Support
1. Introduction
This Service Level Agreement ("Agreement") outlines the services provided by Yellow Comma ("Service Provider") for website development, support, and maintenance services.
2. Services Covered
Our service offerings are tailored to meet the specific needs of each project. Depending on what is scoped out for your project, we may provide some or all of the following services, which this agreement covers:
Website development
Website maintenance and updates
Technical support
Security management
Technical SEO
3. Response and Resolution Times
The Service Provider will respond to and address issues based on the following priority levels:
| Priority Level | Description | Response Time | Estimated Resolution Time |
|---|---|---|---|
| High | Website is down or major functionality is impaired | We aim to respond within 4-8 hours when possible; guaranteed within 24 hours | 1-2 business days |
| Medium | Significant impact on website performance or functionality | 24 hours | 3-5 business days |
| Low | Minor issues or general inquiries | 72 hours | 5-7 business days |
Note: Complex issues may require additional time.
5. Security
The Service Provider will:
Implement and maintain reasonable security measures
Conduct security audits on a quarterly basis
Apply security patches and updates as soon as feasible
Notify the Client of any security breaches within 48 hours of discovery
Note: Some security responsibilities lie with the hosting provider. The Service Provider will work in conjunction with the hosting provider to ensure overall security but is not responsible for security measures implemented at the hosting level.
6. Technical SEO
If included in the contract scope:
The Service Provider will:
Conduct quarterly Technical SEO audits
Implement on-page Technical SEO best practices during development
Monitor and optimize website performance as it relates to Technical SEO
Provide recommendations for Technical SEO improvements based on audit results
7. Website Backups and Recovery Support
Backups are typically managed by the hosting provider, unless otherwise agreed upon. Clients are advised to familiarize themselves with their hosting provider's backup and recovery policies.
In the event of a significant issue, we aim to assist in restoration efforts within 2-3 business days for most scenarios, working in conjunction with the hosting provider.
8. Support Channels
General support will be provided through:
Email: support@yellowcomma.agency
Unless otherwise discussed and agreed upon, this email will be the primary channel for all support communications.
9. Business Hours and Availability
Our team operates during standard business hours, Monday through Friday. We do not maintain regular staffing on weekends, on holidays or outside of these hours.
Any issues arising outside of business hours will be addressed promptly at the beginning of the next business day.
While we strive to maintain a healthy work-life balance for our team, we understand that urgent matters may occasionally arise.
For critical issues, management may monitor emails during off-hours and make best efforts to respond and assist.
However, we cannot guarantee immediate action or resolution for issues reported outside of regular business hours.
We appreciate your understanding and cooperation in helping us maintain an effective and sustainable work environment.
10. Hosting
The Service Provider offers the following hosting arrangements:
WordPress Hosting: For WordPress websites, the Service Provider exclusively uses WPEngine. WPEngine's SLA will apply to hosting-specific metrics, including uptime guarantees. The Service Provider will act as a liaison between the Client and WPEngine.
SaaS Platforms: For websites built on platforms such as HubSpot, Shopify, or Squarespace, the respective platform's SLA will apply to hosting-specific metrics. The Client may need to manage the relationship with the platform provider directly, with the Service Provider offering guidance and support as outlined in the service agreement.
Client-Chosen Hosting: If the Client chooses their own hosting provider, that provider's SLA will apply to hosting-specific metrics. The Client will be responsible for managing the relationship with the hosting provider.
In all cases, the Service Provider will work within the constraints and capabilities of the chosen hosting environment to deliver the services outlined in this SLA.
11. SLA Violations and Remedies
If the Service Provider fails to meet the guaranteed response time, the Client will be entitled to a service credit equal to one day of service for each incident. For monthly billing, this credit will be calculated as 1/30th of the monthly fee and will be applied to the next invoice.
12. Amendments and Termination
This SLA may be amended by mutual agreement of both parties. Either party may terminate this agreement with 30 days written notice.
13. Limitations
As a small agency, the Service Provider may occasionally face resource constraints. In such cases, the Service Provider will communicate promptly with the Client and make best efforts to meet SLA terms.
For more detailed information or to discuss specific requirements, please contact us.