Service Level Agreement (SLA)
1. Purpose
This agreement outlines the Service Level Agreement (SLA) between Devata Pixel and the Client regarding technical support, maintenance, and after-sales services.
2. Scope of Services
2.1. SLA covers the following services:
Website maintenance (updates & patches).
Bug and error fixing.
Technical support via email, chat, or ticket system.
Data backup & recovery (if included in package).
Basic security monitoring (security checks & patch updates).
2.2. SLA does not cover:
Major design changes (full redesign).
Development of new features beyond the agreed scope.
Content creation or upload managed directly by the client.
Issues caused by third-party hosting providers without Devata Pixel’s access.
3. Response & Resolution Times
Initial response: within 24 working hours.
Minor bug fixes (e.g., UI error, broken link): 1–3 working days.
Major bug fixes (e.g., core functionality issues): 3–7 working days, depending on complexity.
Emergency issues (website down): highest priority, response within 4 working hours.
4. Service Hours
Technical support is available: Monday – Friday, 09:00 – 17:00 WITA.
Requests made outside service hours will be processed on the next working day.
5. Client Responsibilities
Provide necessary access (admin/hosting/FTP/database).
Provide required data or information for issue resolution.
Comply with service regulations and make timely payments.
6. Devata Pixel Responsibilities
Deliver services according to professional standards.
Maintain client data confidentiality.
Provide regular reports on website status (if included in the package).
7. SLA Violations
If Devata Pixel consistently fails to meet SLA commitments, the client is entitled to request compensation in the form of extended maintenance service or fee adjustments, subject to mutual agreement.
8. Contact Us
If you have any questions, concerns, or requests regarding this Service Level Agreement (SLA), please contact us at:
📧 Email: design@devatapixel.com
🌐 Website: www.devatapixel.com