Service Level Agreement
Our commitment to quality, reliability, and exceptional service for all website development and management services.
Last updated: January 1, 2025
Introduction
This Service Level Agreement ("SLA") outlines the terms and conditions under which OutstandingNet ("Provider") will deliver website development, maintenance, and management services to the Client. This SLA defines the service standards, response times, and mutual responsibilities to ensure a successful partnership.
By engaging our services, you agree to the terms outlined in this SLA. This document should be read in conjunction with our Terms of Service and any project-specific agreements.
Service Availability
Website Uptime Guarantee
We guarantee 99.9% uptime for all websites hosted on our recommended hosting platforms. This excludes scheduled maintenance windows and factors outside our control.
Uptime Calculation
Uptime is calculated on a monthly basis as: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
Scheduled Maintenance
Routine maintenance will be performed during low-traffic periods, typically between 11:00 PM and 5:00 AM Eastern Time.
- Clients will receive at least 48 hours notice for scheduled maintenance
- Emergency maintenance may be performed with shorter notice when necessary
- Maintenance windows typically last 1-3 hours
Support Response Times
We categorize support requests based on severity to ensure appropriate response times:
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Website down, security breach, data loss | 4 hours | 8 hours |
| High | Major functionality broken, payment issues | 8 hours | 12 hours |
| Medium | Minor functionality issues, visual bugs | 24 hours | 24 hours |
| Low | Content updates, general questions | 2 business days | 4 business days |
* Response times are during business hours (Monday-Friday, 9:00 AM - 5:00 PM Eastern Time)
Service Requests
Content Updates
Content update requests are handled according to the following schedule:
- Standard content updates: Completed within 48 hours
- Minor design changes: Completed within 72 hours
- Major content revisions: Scheduled based on complexity
Monthly Service Allocation
Unlimited updates and changes are capped at 5 working hours per month, including regular maintenance and updates.
- Hours reset monthly and do not roll over
- Additional hours available at standard hourly rates
- Major redesigns or new features require separate agreements
- Emergency fixes and security updates are prioritized
Performance Monitoring
We proactively monitor the following performance metrics for all websites under our management:
Technical Performance
- Page load speed (target: under 3 seconds)
- Server response time
- Uptime monitoring
- Error rates and exceptions
- Database performance
User Experience
- Mobile responsiveness
- Core Web Vitals
- Conversion rates
- User engagement metrics
- Form completion rates
Reporting
Clients on maintenance plans receive:
- Monthly performance reports
- Quarterly comprehensive analytics review
- Real-time access to monitoring dashboard
- Immediate notification of critical issues
Security
Our security commitments include:
Proactive Security Measures
- Weekly security scans and vulnerability assessments
- Malware monitoring and removal
- Firewall configuration and maintenance
- Regular software and plugin updates
- SSL certificate management and renewal
- Secure user authentication implementation
Backup Policy
- Daily automated backups
- Secure off-site backup storage
- 30-day backup retention
- Pre-update backup snapshots
- Disaster recovery testing
Incident Response
In the event of a security incident:
- Immediate containment measures
- Client notification within 4 hours
- Root cause analysis
- Remediation and recovery
- Post-incident report and recommendations
Client Responsibilities
To ensure optimal service delivery, clients are responsible for:
- Providing accurate and timely information for service requests
- Maintaining current contact information
- Promptly reviewing and approving deliverables
- Securing access credentials provided by OutstandingNet
- Timely payment of invoices according to agreed terms
- Providing content and assets in requested formats
- Notifying OutstandingNet of any observed issues promptly
- Adhering to agreed project timelines and milestones
Service Credits
If we fail to meet our SLA commitments, clients may be eligible for service credits:
| SLA Violation | Credit | Conditions |
|---|---|---|
| Uptime below 99.9% | 5% of monthly fee | Per 1% below guarantee |
| Critical issue response time exceeded | 10% of monthly fee | Per incident |
| High priority issue response time exceeded | 5% of monthly fee | Per incident |
| Content update deadline missed | 2% of monthly fee | Per day of delay |
Credit Request Process
To request service credits, clients must submit a claim within 7 days of the SLA violation. Credits will be applied to the next billing cycle and cannot exceed 30% of the monthly fee.
SLA Exclusions
This SLA does not apply to performance issues caused by:
- Force majeure events (natural disasters, acts of war, etc.)
- Third-party service provider outages
- Client-initiated changes or modifications
- Scheduled maintenance windows
- Client's failure to meet responsibilities
- Issues with client-provided content or assets
- Domain name or DNS issues outside our control
- Suspension due to violation of Terms of Service
- Non-payment of invoices
SLA Modifications
OutstandingNet reserves the right to modify this SLA with 30 days' notice to clients. Material changes will be communicated via email and published on our website.
Support Contact Information
For support requests or questions about this SLA, please contact us:
Shelby Township, MI 48315