1. Introduction

This Service Level Agreement (SLA) will serve as a mandatory reference for all level of services, products, support, terms & conditions, responsibilities, and mandatory/emergency changes. This will cover the scope of CONTRACTOR’s end in terms of dealing with the mentioned service and CUSTOMER’s responsibilities.

1.1 Purpose
This document provides an agreement between the CONTRACTOR and CUSTOMER as to what constitutes acceptable service in quantifiable and measurable terms. It documents the mutually service objectives, how those objectives will be measured, and the schedule of distribution for the measurements.

The intent of this Service Level Agreement (SLA) is to ensure the proper understanding and commitments are in place for effective support, service and resource planning.

Service Level Agreement

The service to be provided is the provision of Service, After Sales Support and Requirements of the CUSTOMER. The areas to be serviced are:

  • Revisions
    • Phase-dev Revisions
      • Reasonable amount of revisions pertaining to positions, design, colors.
    • Post-dev Revisions
      • Reasonable amount of revisions pertaining to changing of images, text, and minor colors.
  • Service will not include:
    • Email Setup
    • 3rd-party Integration
    • API
    • Customized Functions
    • DNS Pointing
    • Paid Stock Photo
  • Permission. The engaging client will give permission to develop their website and grant to do the following as it is required to finish the project:
    a. Access Database
    b. Upload Files
    c. Modify/Delete/Update Contents
  • Website Contents. The content to be integrated to the website will be provided by the engaging client and if they fail to provide the contents on time, we will put temporary contents that will be changed later on once the client finalizes the contents.
  • Annual Domain and Hosting Renewal The engaging client will pay the amount of Php 5,000 for the annual domain and hosting renewal. The payment will be made 30 days before the expiration date, our staffs will inform you 3 weeks before so that you can settle the payment. The payment can be done thru paypal, bank transfer, or credit card.
  • Payment Terms and Conditions. The engaging client will pay50% of the Project Total Cost for the project to commence and will settle the remaining upon project completion. Project will not commence until the engaging client pays the desired amount.
  • Client Website Alterations. we are not liable to any errors or bugs caused by the client modifying the website contents, plugins, themes, settings, and configurations.
  • Client’s Confidential Information. We will not disclose any informations, techniques, process, products, and other client-related data that is obtain during the development process to other people for Client’s security and assurance.
  • Client’s Confidential Information. We will not disclose any informations, techniques, process, products, and other client-related data that is obtain during the development process to other people for Client’s security and assurance.
  • Legal Notices. We cannot assured the effectivity of the following due to the reason that it is beyond our control such as:
    a. Server Uptime
    b. Server Updates
    c. Errors and bugs due to updates
    d. Website White Pages
    e. 404 Errors
    f. 500 Errors
    g. Database Connection
  • Inclusions
    • Inquiry Form
    • Unlimited pages
    • 30 Unique Pages
    • Mockup Design
    • Responsive Web Layout
    • Google Map Interactive
    • Social Media Links/Frame
    • Rotating Banners
    • Technical Support for 1 year
    • Training Manual on how to edit contents
    • Remote training on how to use website
    • Live Chat Integration
    • Content Management (CMS)
    • Design and Development
    • Installation of Yoast SEO
    • Inputting of SEO Metas (2 pages only)