Service License Agreement
This Service Level Agreement (“SLA”) is part of the Terms of Service between Zero Effort Website (“we,” “us,” or “our”) and our clients (“you” or “your”). By using our services, you agree to the terms of this SLA.
1. Service Availability
- We strive to maintain a 99.9% uptime for all hosted websites, excluding scheduled maintenance and unavoidable third-party failures.
- In the event of unscheduled downtime, we will take all reasonable steps to restore service as quickly as possible.
2. Technical Support
- Our technical support is available Monday through Friday, 9:00 AM to 5:00 PM (Australian Eastern Standard Time), excluding national holidays.
- Support requests can be submitted via email to [email protected] or through our online support portal.
- We aim to respond to all support requests within 24 hours during our normal business hours.
- Support response times may vary depending on the complexity of the issue and the subscription plan you have chosen.
3. Website Development and Updates
- We will complete the initial development of your website within 2-4 weeks from the receipt of all necessary materials from you, including content, branding elements, and logos.
- Any updates or revisions requested after the initial launch will be addressed within 5 business days, subject to the scope of the changes and your subscription plan.
4. Backups and Security
- We perform daily backups of all hosted websites to ensure data integrity and protect against loss.
- We implement industry-standard security measures to safeguard your website and its data, including regular software updates, SSL certificates, and server hardening.
5. Remedies for Non-Compliance
- If we fail to meet the service levels outlined in this SLA, you may be eligible for a service credit equal to a percentage of your monthly subscription fee, based on the severity and duration of the non-compliance.
- To request a service credit, you must submit a written claim to [email protected] within 30 days of the incident.
- Service credits are limited to a maximum of 50% of your monthly subscription fee and are your sole and exclusive remedy for any failure to meet the guarantees outlined in this SLA.
6. Exceptions
- This SLA does not apply to issues caused by factors outside our reasonable control, such as natural disasters, acts of government, or third-party service failures.
- We are not responsible for any downtime or service interruptions resulting from your actions, content, or use of third-party plugins or services.
7. Changes to this SLA
We may update this SLA from time to time. The most current version will be posted on our website, and the effective date will be indicated at the top of the page.