1. Introduction

This Service Level Agreement (“SLA”) policy outlines the service expectations, performance metrics, and support commitments between Website Wannabe (“we,” “our,” or “us”) and our clients who engage with us in an SLA capacity. This SLA policy applies to all SLAs provided by Website Wannabe unless otherwise stated in a separate agreement.

2. Scope of Services

Website Wannabe provides the following services covered under this SLA Policy:

• Website development and maintenance

• Web hosting and domain management

• Technical support and troubleshooting

• Digital marketing and SEO services

• Other services as specified in the client’s contract

3. Service Availability

Website Wannabe commits to maintaining service availability as follows:

• Hosting Uptime Guarantee: 99.9% uptime per calendar month, excluding scheduled maintenance.

• Website Maintenance & Support: Business hours support with emergency after-hours support available.

• Response Times:

  • Critical Issues (e.g., website down): Response within 1 hour

  • High-Priority Issues (e.g., broken functionality): Response within 4 hours

  • Medium Priority Issues (e.g., minor performance issues): Response within 1 business day

  • Low-Priority Requests (e.g., general inquiries, feature requests): Response within 2 business days

4. Support & Maintenance

A. Support Hours:

• Standard support: Monday – Friday, 9:00 AM – 5:00 PM (EST)

• Emergency support: Available 24/7 for critical outages

B. Support Channels:

Clients can reach Website Wannabe for support through:

• Email: [email protected]

• Phone: 267-500-2928

• Support Portal: support.websitewannabe.com

C. Scheduled Maintenance:

• Clients will be notified at least 48 hours in advance for scheduled maintenance.

• Scheduled maintenance will be conducted during off-peak hours whenever possible.

5. Service Credits & Remedies

If Website Wannabe fails to meet the uptime commitment, clients may be eligible for service credits:

• Uptime Below 99.9% but Above 99.0%: 5% service credit

• Uptime Below 99.0% but Above 95.0%: 10% service credit

• Uptime Below 95.0%: 25% service credit

Clients must request service credits within 30 days of the reported outage. Service credits are applied to future invoices and are non-refundable.

6. Exclusions

This SLA does not cover service interruptions caused by:

• Scheduled maintenance (with prior notice).

• Client misuse, negligence, or third-party software issues.

• Force majeure events (e.g., natural disasters, cyberattacks beyond our control).

• Client’s failure to comply with service agreements.

7. Termination & Modifications

• Either party may terminate this SLA with a 30-day written notice.

• Website Wannabe reserves the right to update this SLA periodically. Clients will be notified of significant changes.

8. Contact Information

For questions or concerns regarding this SLA, please contact:

• Email: [email protected]

• Phone: 267-500-2928

• Support Portal: support.websitewannabe.com