SERVICE LEVEL

Client SLA

What every maintained client can expect from us in writing: availability, response times and the upkeep included each month.

Availability

We host every site on reliable infrastructure and monitor availability.

Site down: responded to within 2 business hours. Broken feature: within 1 business day. General requests: within 2 business days.

Security patching, dependency updates, uptime monitoring, backups and small content edits are included in the monthly maintenance fee.

Traffic is served over 256-bit SSL, payment flows run through Stripe, and administrative access is restricted and logged.

Unresolved issues escalate to the project lead, who will provide a written plan and timeline within one business day.