Service Level Agreement

Last Updated: April 2025

This Service Level Agreement ("SLA") outlines the expected service levels and responsibilities between ServiceSetup ("Service Provider") and the client ("Client") for website design and management services provided under the SimpleSetup brand.

1. Purpose

This SLA defines the service levels, performance metrics, and responsibilities to ensure quality delivery and support of the website design and management services provided to the Client.

2. Scope of Services

Services covered by this SLA include:

- Website design and development

- Website updates and maintenance

- Domain registration assistance

- Email setup

- Technical support

3. Service Availability

- Standard support hours: Monday to Friday, 9:00 AM – 6:00 PM [Local Time].

- Emergency support is available outside these hours for critical issues (e.g., website downtime).

- We aim for 99.5% uptime for websites we host or manage.

4. Response Times

We will make every effort to respond to service requests within the following timeframes:

- Critical issues (e.g., site down): Response within 2 hours

- High priority (e.g., major functionality broken): Response within 1 business day

- Medium priority (e.g., minor bugs): Response within 2 business days

- Low priority (e.g., cosmetic changes): Response within 3–5 business days

5. Client Responsibilities

- Provide timely access to required content, assets, and decision-makers.

- Report issues clearly and promptly through the agreed communication channel.

- Maintain current payment status to ensure uninterrupted service.

6. Performance Metrics

We track the following key performance indicators (KPIs):

- Website traffic data

- Response time to support requests

- Resolution time for issues raised

7. Maintenance and Updates

- Scheduled maintenance will be communicated at least 48 hours in advance.

8. Exclusions

This SLA does not cover:

- Issues caused by third-party services or platforms

- Downtime resulting from client-side changes or misuse

- Force majeure events (e.g., natural disasters, internet outages)

9. Term and Termination

This SLA remains valid as long as an active service agreement is in place. Either party may terminate with 30 days written notice, subject to completion of pending obligations.

10. Review and Revisions

This SLA may be reviewed and revised periodically by mutual agreement. All changes will be documented and shared with the Client.

For any SLA-related inquiries, please contact hello@simplesetup.com.au