Service Level Agreement (SLA)
1 Agreement Overview
This Service Level Agreement (SLA) outlines the standards, guarantees, and support commitments WebCraft Studios ("Provider") provides to its clients ("Client") for all managed web development, hosting, and maintenance services. By engaging our services, both parties agree to the terms, metrics, and procedures defined herein.
💡 This SLA applies to all active projects under our Standard, Professional, and Enterprise service tiers. Custom enterprise agreements may supersede specific sections.
2 Service Availability & Uptime Guarantee
WebCraft Studios guarantees the following uptime metrics for all hosted and managed corporate websites:
| Service Tier | Guaranteed Uptime | Monitoring Frequency | Status Page |
|---|---|---|---|
| Standard | 99.5% | Every 5 minutes | status.webcraft.studio |
| Professional | 99.9% | Every 1 minute | status.webcraft.studio |
| Enterprise | 99.99% | Real-time + Redundant | status.webcraft.studio |
Uptime is calculated monthly. Excludes scheduled maintenance windows, force majeure events, and client-caused outages. Uptime credits are automatically applied to the next billing cycle if thresholds are not met.
3 Support Response & Resolution Times
All support requests are triaged by severity level. Response times indicate when a technician will first acknowledge and begin working on your ticket.
| Severity Level | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Site down, major functionality broken, security breach | < 1 Hour | < 4 Hours |
| High | Core feature impaired, significant performance degradation | < 4 Hours | < 24 Hours |
| Normal | Minor bugs, content updates, general inquiries | < 8 Hours | < 3 Business Days |
Response times are measured in business hours (Mon-Fri, 9 AM - 6 PM EST). Enterprise clients receive 24/7 critical incident coverage.
4 Service Hours & Support Channels
Standard Support Hours
- Business Support: Monday – Friday, 9:00 AM – 6:00 PM EST
- Emergency Coverage: 24/7 for Critical severity only (Professional & Enterprise tiers)
Approved Support Channels
- Client Portal: Primary ticketing system (Recommended)
- Email: support@webcraft.studio
- Phone: +1 (555) 123-4567 (Enterprise only)
- Live Chat: Available on client portal during business hours
5 Exclusions & Limitations
The following scenarios are excluded from SLA guarantees and response time commitments:
- Issues caused by third-party services (CDNs, payment gateways, email APIs) outside WebCraft's control
- Client-initiated deployments, code modifications, or unapproved plugin installations
- Force majeure events (natural disasters, widespread internet outages, governmental actions)
- Scheduled maintenance performed with 72+ hours prior notice
- Security breaches resulting from compromised client credentials or unpatched software
⚠️ WebCraft Studios reserves the right to suspend services or modify SLA terms if the Client repeatedly violates acceptable use policies or fails to maintain account credentials securely.
6 Client Responsibilities
To ensure uninterrupted service and SLA compliance, the Client agrees to:
- Maintain current contact information and authorized system administrators
- Report issues promptly with clear reproduction steps, screenshots, or console logs
- Acknowledge and approve scheduled maintenance windows when requested
- Pay invoices on time to maintain active service status
- Cooperate with WebCraft technicians during troubleshooting and security audits
7 Service Credits & Remedies
If WebCraft Studios fails to meet the agreed uptime or response time targets, the Client is eligible for service credits:
- 99.0% – 99.4% Uptime: 10% credit on next monthly invoice
- 95.0% – 98.9% Uptime: 25% credit on next monthly invoice
- Below 95.0% Uptime: 50% credit on next monthly invoice + priority architecture review
Credits are automatically applied. To claim, contact your account manager with the affected month and ticket references. Credits are non-refundable and cannot be combined with other promotional offers.
8 Terms, Amendments & Termination
This SLA forms an integral part of the Master Services Agreement (MSA) between the Client and WebCraft Studios. In the event of a conflict, the MSA shall take precedence.
- Amendments: WebCraft may update this SLA with 30 days written notice. Continued service use constitutes acceptance.
- Termination: Either party may terminate this agreement with 60 days written notice. Outstanding invoices and credits will be settled upon termination.
- Governing Law: This agreement shall be governed by the laws of the State of California, USA.
Agreement Acceptance
By continuing to use WebCraft Studios' services or by signing below, both parties acknowledge they have read, understood, and agree to be bound by this Service Level Agreement.