Service-Level Agreement

Last Updated: January 13, 2025

Effective Date: February 1, 2025

1. Purpose and Overview

This Service Level Agreement (“SLA”) outlines the scope of services, response times, and support levels that Web4You will provide to its clients upon the completion of any web development project. Unless otherwise stated in writing, all clients are automatically enrolled in Web4You’s SLA to ensure continued support for their website(s) and associated digital solutions.

Additionally, Web4You offers support services to new clients with existing websites that were not originally built by Web4You. Such clients may select from our support packages and will undergo an initial assessment to ensure compatibility with Web4You’s technical standards and tools.

2. Scope of Services

Web4You provides ongoing support to maintain, optimize, and troubleshoot your website and related systems. Services under this SLA include (but are not limited to):

1. Website Maintenance and Updates
   • Regular security patches, bug fixes, and core software updates (e.g., CMS updates).
   • Minor content edits (e.g., text changes, image replacements, small design tweaks).
   • Performance checks and basic optimization to ensure stable functionality.
2. Technical Support and Troubleshooting
   • Diagnosis and resolution of website errors (e.g., broken links, plugin conflicts, layout issues).
   • Assistance with hosting- or server-related issues when the hosting environment is managed by Web4You.
   • Email setups on new devices and troubleshooting email issues, provided Web4You manages the underlying email/hosting infrastructure.
   • Guidance and support for third-party plugin or integration issues where Web4You has administrative control.
3. Consultation and Best Practices
   • Recommendations for improvements or enhancements to maintain website health and security.
   • Advice on user experience (UX) and user interface (UI) best practices, as well as general performance optimization.
   • Recommendations for third-party integrations.

Items Specifically Excluded from Scope

• New Project Proposal Meetings: Any discussions or planning for new, separate projects or significant feature additions fall outside this SLA and require a separate engagement.
• Major Redesign or Overhaul: Complete changes to the site’s structure, layout, or branding are outside standard support and will necessitate a separate Statement of Work (SOW) or contract.
• Third-Party Services: Issues stemming from external providers not managed by Web4You (e.g., an email provider or plugin purchased and installed independently) may require separate billing or client-side resolution if they extend beyond standard troubleshooting.
• Force Majeure Events: Web4You shall not be held liable for delays or failures in performance due to causes beyond its reasonable control, including natural disasters, acts of war, or internet/telecommunications outages.

3. Support Packages

Web4You offers two primary support options, subject to change:

1. Package 1 (Small Business)
   • Included Monthly Support Hours: 3 hours
   • Fee: $300 CAD/month
   • Response Time: Within 3 business days, during extended business hours (Monday–Friday, 8:00 AM – 5:00 PM)
   • Additional Support Hours: Billed at $100/hour
   • Notes: A suitable package for smaller sites with minimal monthly changes or support needs.
2. Package 2 (Growth)
   • Included Monthly Support Hours: 10 hours
   • Fee: $850 CAD/month
   • Response Time: Within 1 business day, during extended business hours (Monday–Friday, 7:00 AM – 10:00 PM)
   • Additional Support Hours: Billed at $85/hour
   • Notes: Ideal for growing sites requiring quicker response times and more frequent updates.
3. No Support Package (Pay-As-You-Go)
   • Hourly Rate: $120 per support hour
   • Response Time: Within 5 business days, on a lower-priority basis
   • Billing Frequency: Billed at the end of the month or upon completion of support tasks, whichever comes first
   • Notes:
     • • Clients without an ongoing package receive standard support only as requested.
       • Web4You will not be responsible for the maintenance, health, or security of the website, including regular updates, speed, or errors caused by lack of updates.

4. Service Availability and Response Times

1. Extended Business Hours
   • Package 1: Monday–Friday, 8:00 AM – 5:00 PM
   • Package 2: Monday–Friday, 7:00 AM – 10:00 PM
2. Response Times
   • Package 1: Within 3 business days
   • Package 2: Within 1 business day
   • No Support Package: Within 5 business days (lower priority)

Web4You will make commercially reasonable efforts to respond within the stated time frames. Actual resolution times may vary depending on the complexity and severity of the issue.

5. Payment Terms

1. Monthly Fees: Clients will be invoiced monthly for their chosen support package, payable within 15 days of the invoice date.
2. Additional/Overage Hours: Any support or development time exceeding a package’s allocated hours will be tracked and billed at the applicable rate.
3. Late Payments: Web4You reserves the right to suspend support services if payment is not received within 30 days of the invoice date.

6. Client Responsibilities

1. Timely Communication: Clients must provide prompt feedback, information, and access (if applicable) to help Web4You diagnose and resolve issues efficiently.
2. Compliance: Clients are responsible for adhering to platform-specific terms of service, licensing, and hosting agreements to maintain website security and functionality.
3. Accurate Information: Clients should provide accurate credentials, documentation, and any other relevant information that may expedite issue resolution.
4. For websites not originally built by Web4You:
   • Clients acknowledge that certain structural or coding issues may limit Web4You’s ability to provide comprehensive support.
   • An initial assessment may be required, and recommended upgrades or modifications to ensure compatibility are the client’s responsibility unless otherwise agreed.

7. SLA Term and Termination

1. Term: This SLA begins upon project completion and renews automatically on a monthly basis unless otherwise stated.
2. Termination: Either party may terminate this SLA by providing written notice at least 30 days prior to the desired termination date. Any outstanding fees or invoices for services rendered must be settled before termination.

8. Modifications

Web4You reserves the right to modify this SLA or any associated support package(s) at any time. Changes will be communicated to clients with a minimum 15-calendar-day notice period before taking effect.

9. Acceptance

By engaging Web4You’s services, the client acknowledges and agrees to the terms of this Service Level Agreement.