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Service Level Agreement Blue Bird Website Support & Maintenance Services

Service Level Agreement Blue Bird Website Support & Maintenance Services

Service Level Agreement (SLA)

This Service Level Agreement (SLA) is made and entered into by and between S.J Consulting Group (“Service Provider”) and [Client’s Company Name] (“Client”), collectively referred to as the “Parties”.

Effective Date: April 20, 2024

Purpose: This SLA outlines the terms and conditions under which the Service Provider will provide web hosting and maintenance services to the Client, specifically focusing on websites built on WordPress, Joomla, and custom PHP platforms.

1. Service Scope

1.1 Supported Platforms:

  1. WordPress & Woocommerce
  2. Joomla
  3. Custom PHP Sites

The Service Provider will provide maintenance and support services only for the above-listed platforms.

1.2 Plugin Management:

1.3 Payment of Paid Plugins:
  • Any costs associated with the licensing of paid plugins will be added to the Client’s upcoming invoice. It is the Client’s responsibility to make these payments; the Service Provider will not directly purchase or renew these licenses.

2. Service Availability

  • 2.1 Uptime Commitment: The Service Provider guarantees an uptime of 99.9% for the hosted website, calculated monthly, excluding planned downtime for maintenance.
  • 2.2 Scheduled Maintenance: The Service Provider will provide advance notice of at least 48 hours for scheduled maintenance, which may affect the availability of the website.

3. Performance Metrics

  • 3.1 Response Time: The Service Provider commits to a maximum response time of 24 hours for any inquiries or issues reported by the Client.
  • 3.2 Resolution Time: Critical issues will be addressed within 4 hours, and non-critical issues within 72 hours.

4. Service Management

4.1 Support:
  • Online Ticketing System: Clients may submit support requests 24/7 through an online ticketing system. Tickets will be responded to during the hours of operation.
  • Email: Email support is available for clients to address non-urgent issues or inquiries.
  • WhatsApp: Real-time support will be provided via WhatsApp during business hours from 9 AM to 5 PM GMT, Monday through Friday.
4.2 Reporting:
  • Monthly reports will be provided to the Client, detailing service performance, uptime statistics, and maintenance activities performed.

5. Fees and Payment Terms

5.1 Service Hours:
  • Each plan includes a set number of service hours per month which are non-transferable and cannot be carried over to subsequent months.
  • Excess Hours: If significant changes or repairs are required that exceed the specified monthly hours, the Client will be informed by the technical team of the estimated additional hours and associated fees. Work on these additional requirements will only commence after the Client’s approval and receipt of payment for the estimated additional costs.

5.2 Notifications for Additional Hours:

  • If tasks require more hours than initially expected, the Client will be notified via email or another agreed-upon notification method about the additional hours required to complete the task.

5.3 Customization and Development Work:

  • Any customization, coding, or development work outside of the standard website maintenance will be charged at an hourly rate of USD 20.00. Alternatively, a customized project quote can be provided for Client approval.

5.4 Payment Terms:

  • Payments for monthly plans are due within 30 days of the invoice date. Late payments may result in a temporary suspension of services.
  • All additional work agreed upon, as outlined under Excess Hours and Customization and Development Work, requires prepayment before commencement.

6. Third-Party Interactions

6.1 Representation for Support:

  • The Service Provider may act on the Client’s behalf to contact third-party developers, designers, or companies to assist with support related to both paid and free plugins. This includes contacting plugin developers to resolve issues related to the Client’s site.
  • Time Allocation: The time spent managing third-party interactions will count towards the Client’s monthly allocated service hours.

7. Plan Modifications

  • 7.1 Upgrades and Downgrades: Any requests for upgrades or downgrades in service plans must be communicated to the Service Provider via email or through the online ticketing system. Changes to the plans will take effect at the beginning of the following month after the request has been submitted and confirmed by the Service Provider.

8. Termination

  • 8.1 Termination for Convenience: Either party may terminate this Agreement with 30 days’ written notice to the other party.
  • 8.2 Termination for Cause: This Agreement may be terminated by either party immediately upon notice to the other party for a breach of terms and conditions hereof, if such breach remains uncured after 15 days of such notice.

9. Confidentiality

  • 9.1 Confidential Information: Each party agrees to keep the other party’s information confidential and shall not disclose it to any third party without the prior written consent of the other party, except as required by law.

10. Limitation of Liability

  • 10.1 Limitation: The Service Provider’s liability under this SLA shall be limited to the total amount paid by the Client during the term of this SLA. The Service Provider shall not be liable for any indirect, special, or consequential damages arising out of or in connection with this SLA.

11. General Provisions

  • 11.1 Amendment: This SLA may only be amended through written consent from both parties.
  • 11.2 Governing Law: This SLA shall be governed by the laws of Hong Kong  and Thailand.