Website Support & Maintenance Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) outlines the terms, responsibilities, and expectations for website support and maintenance services provided by Digital Reach Ltd (“Service Provider”) to the Client (“Client”). This SLA applies exclusively to websites built and maintained by Digital Reach Ltd on the WordPress platform and under an active support and maintenance agreement.

2. Services Covered

Digital Reach Ltd will provide the following services:

• Technical Monitoring and Uptime Checks
• Bug Fixes and Error Resolution (within the existing website framework)
• CMS (WordPress Core) Updates
• Theme and Plugin Updates (limited to approved and licensed plugins)
• Security Monitoring and Updates
• Monthly Backups and Restoration Support
• Basic Performance Checks (loading speed, broken links, caching functionality)
• Contact Form Testing (on a quarterly basis)
• Support Ticket Handling and Troubleshooting

3. Services Not Covered

The following services are not included in this SLA:

• Daily content reviews, proofreading, or content QA
• Copy changes unless explicitly submitted
• UI/UX redesigns or layout restructuring
• Strategic marketing audits or SEO evaluations
• Custom development or new feature integration
• Content upload or blog management unless stated in a separate agreement

4. Client Responsibilities

To ensure a productive partnership, the Client is responsible for:

• Submitting support requests via official channels (email or designated support form)
• Reviewing site content regularly and flagging needed changes
• Providing clear instructions, feedback, and approvals in a timely manner
• Avoiding unauthorized changes that may disrupt website performance
• Appointing a single point of contact for all communication and approvals

5. Support Channels & Hours

• Support Email: support@digitalreachconsult.com
• Support Hours: Monday to Friday, 9:00 AM – 5:00 PM GMT
• Emergency/Urgent Issues: Highlighted in email subject (e.g., URGENT: Website Down)

6. Response & Resolution Times

Support requests will be triaged and addressed based on severity:

Severity Level	Description	Response Time	Target Resolution Time
P1 – Critical	Website down, inaccessible	< 4 hours	Within 1 business day
P2 – High	Broken forms, major functionality issues	< 8 hours	1–2 business days
P3 – Medium	Plugin updates, minor bug fixes	< 12 hours	2–3 business days
P4 – Low	Cosmetic changes, general inquiries	< 24 hours	3–5 business days

7. Performance Monitoring

Digital Reach Ltd uses automated monitoring tools to track website uptime and basic performance metrics. Proactive issue identification is focused on functionality and security—not editorial or content-related reviews.

8. Limits of Liability

• Digital Reach Ltd is not responsible for issues arising from third-party services (e.g., hosting providers, email servers, or third-party plugin vendors).
• The Client is liable for delays resulting from incomplete instructions or late approvals.
• Unauthorized changes to the website by the Client or third parties may void this SLA’s guarantees.

9. Agreement Duration & Termination

• This SLA remains valid for the duration of the Client’s active support subscription.
• Either party may terminate the agreement with a 30-day written notice.
• SLA obligations end when service is suspended or terminated.

10. Escalation Process

In the event of unresolved issues:

1. Step 1: Submit ticket to support@digitalreachconsult.com
2. Step 2: If no response within expected time, escalate to your assigned Account Manager
3. Step 3: Final escalation to the Business Manager at info@digitalreachconsult.com

11. Acceptance

By subscribing to our Website Support & Maintenance plan, the Client acknowledges and accepts the terms of this SLA.