Service Level Agreement
1 Parties to the Agreement
This Service Level Agreement ("Agreement") is entered into by and between:
- Service Provider: Professional Portfolio ("Provider"), a digital design and development studio registered under applicable jurisdiction laws.
- Client: _____________________________ ("Client"), the entity or individual contracting for services under this Agreement.
Collectively referred to as the "Parties".
2 Scope of Services
The Provider agrees to deliver the following digital services ("Services") as outlined in the attached Statement of Work (SOW) or project proposal:
- Web design, development, and frontend engineering
- UI/UX research, wireframing, prototyping, and visual design
- Mobile application design (iOS/Android)
- Brand identity systems and digital asset creation
- Post-launch maintenance, performance monitoring, and iterative updates
⚠️ Note: Any services outside the defined scope must be authorized in writing via a Change Request Form prior to execution. Unauthorized scope changes are excluded from SLA guarantees.
3 Service Level Objectives (SLOs)
The Provider commits to the following measurable performance targets:
3.1 System Uptime & Availability
| Metric | Target | h>|
|---|---|---|
| Production Uptime | 99.5% monthly availability | Excludes scheduled maintenance |
| Core Web Vitals | LCP < 2.5s, CLS < 0.1, INP < 200ms | Measured on target device (mobile/desktop) |
| SSL/TLS Compliance | 100% valid certificates | Auto-renewal & monitoring active |
3.2 Support Response & Resolution Times
| Priority Level | Definition | Initial Response | Target Resolution |
|---|---|---|---|
| Critical | Site down, data breach, payment failure | 1 hour | 4 hours |
| High | Major feature broken, checkout errors | 2 hours | 24 hours |
| Normal | Bug fixes, minor layout issues, content updates | 8 hours | 3 business days |
| Low | Cosmetic tweaks, feature requests, consulting | 24 hours | Agreed upon in ticket |
4 Support Hours & Communication Channels
- Business Hours: Monday – Friday, 9:00 AM – 6:00 PM PST (excluding public holidays).
- After-Hours / Emergency Support: Available for Critical priority incidents via phone/Slack. Response times remain SLA-bound.
- Primary Channels: Project management dashboard, support portal, and designated email.
- Status Page: Real-time service status available at
status.professionalportfolio.dev.
5 Client Responsibilities
To ensure SLA compliance, the Client agrees to:
- Provide timely access to servers, APIs, content, and third-party accounts.
- Deliver approved content, assets, and feedback within agreed turnaround windows.
- Notify the Provider promptly of any security incidents, domain expirations, or hosting issues.
- Maintain active contracts with hosting, CDN, and domain registrars.
- Review and approve deliverables within 5 business days of submission.
6 Exclusions & Force Majeure
The Provider shall not be liable for SLA breaches caused by:
- Client-side server outages, DNS misconfigurations, or expired certificates.
- Third-party service disruptions (payment gateways, CRMs, analytics).
- Unauthorized modifications to production code or environment by the Client or third parties.
- Force majeure events including natural disasters, war, terrorism, pandemics, or government actions.
- Scheduled maintenance windows communicated 72+ hours in advance.
7 Service Credits & Remedies
If the Provider fails to meet SLOs, the Client is eligible for the following service credits applied to the next invoice:
| Uptime in Billing Period | Credit % of Monthly Fee |
|---|---|
| 99.0% – 99.4% | 10% |
| 98.0% – 98.9% | 25% |
| 95.0% – 97.9% | 50% |
| Below 95.0% | 100% (Full refund of monthly fee) |
Credit claims must be submitted within 15 days of the billing period. Credits do not apply to one-time project fees unless explicitly stated. Maximum monthly credit cap: 100% of the maintenance/support retainer.
8 Term & Termination
- Initial Term: 12 months from the Effective Date.
- Renewal: Automatically renews for successive 12-month periods unless either Party provides 30 days written notice prior to expiry.
- Termination for Cause: Either Party may terminate immediately upon material breach if uncured after 15 days written notice.
- Post-Termination: Provider will deliver all source code, assets, and documentation within 14 days. Client remains responsible for outstanding invoices.
9 Acknowledgment & Signatures
By signing below, both Parties acknowledge they have read, understood, and agree to be bound by the terms of this Service Level Agreement.