This Service-Level Agreement (SLA) outlines the terms and conditions under which our website development, hosting, and maintenance services are provided. By availing of our services, clients agree to be bound by the terms specified herein.
1. Definitions and Scope
- Client: Refers to individuals or entities who have availed of our website development packages.
- Services: Refers to website creation, hosting, maintenance, and related services provided under this agreement.
2. Hosting Environment
- The website will be hosted in a shared hosting environment, and all clients must adhere to the terms of use of the hosting provider. We reserve the sole discretion to select the hosting provider. Clients are bound by the provider’s terms and conditions, particularly concerning the usage limits of hosting resources.
- If the hosting provider notifies that any resource limits have been reached or exceeded, the client will be advised to upgrade to a higher plan. If the client opts not to upgrade, they accept that their website’s performance may be affected (e.g., slower website performance).
3. Domain Registration
- Clients are responsible for purchasing their domain names and ensuring timely renewals before expiration. We do not manage domain registration or renewal services.
4. Engagement Process
- Clients must contact us using the designated online form and provide their name, email address, Viber number, and Facebook Messenger link.
- Within 24-48 hours, our developers will communicate with the client (via Viber or Messenger) to discuss template customization requirements. Developers will gather necessary information, such as industry specifics, services, and other data to build the website.
- Following the initial communication, developers will email a list of required items, images, and content that needs to be provided by the client. This email will include a payment link to initiate the engagement. No charges will be applied at the start; however, clients must process a PayPal subscription to confirm their engagement. This marks the official start of our services.
5. Content Submission and Development Timeline
- Clients must submit the required images and text within three calendar days if they wish to use their content. This should be emailed to our developers.
- The initial website draft will be ready within three days of receiving all required content.
- Clients have three days to review the draft website and provide feedback or change requests via email.
- Developers will finalize the website based on client feedback within three days. Only feasible changes, at the developer’s discretion, will be implemented, especially if certain changes may affect site responsiveness, performance, or global site behavior.
- Clients have an additional three days to approve the finalized site. If the client does not communicate any dissatisfaction within this period, the website will be deemed accepted.
- On the 16th day, if no response is received, the site is considered accepted, and PayPal will process the package payment. This payment is non-refundable, given the review period provided.
6. Subscription and Payment Terms
- Subsequent subscription payments have a seven-day grace period. Services may be suspended after this period if payment is not received.
- We reserve the right to terminate services 21 days after the grace period if payment is not made.
- No refunds or pro-rated payments will be provided for early termination of services by the client.
7. Backup and Data Transfer
- Clients have the right to request a backup copy of their site once a year.
- If clients wish to transfer their website to another service provider, we will provide a regular .wpress export file for transfer purposes. Additional technical support for migration is not included.
8. Intellectual Property Rights
- All website content, design, and code created by us remain our intellectual property until full payment for the services rendered is received. Upon full payment, the ownership of the content and design, excluding any proprietary software or tools used, will be transferred to the client.
- Clients are responsible for ensuring that the content they provide does not infringe on any third-party intellectual property rights.
9. Liability and Content Restrictions
- Clients bear full responsibility for the content posted on their websites and indemnify us and our developers from any liabilities arising therefrom.
- Clients’ domains should not infringe on third-party trademarks, tradenames, or other intellectual property rights.
- Clients must comply with hosting provider terms, including restrictions related to domain abuse, intellectual property issues, and other violations.
- We reserve the right to refuse any content that promotes gambling, sex, human trafficking, alcohol, drugs, violence, or other illegal or inappropriate topics.
10. Limitation of Liability
- To the maximum extent permitted by law, we shall not be liable for any direct, indirect, incidental, special, consequential, or punitive damages arising out of or relating to this SLA, including but not limited to damages for loss of profits, goodwill, use, data, or other intangible losses, even if we have been advised of the possibility of such damages.
- Our total liability to the client for any claim arising out of or relating to this SLA shall not exceed the amount paid by the client for the services in question.
11. Indemnification Clause
- Clients agree to indemnify, defend, and hold us harmless from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable attorney fees) arising out of or related to (a) the client’s use of our services, (b) any content provided by the client, or (c) any breach of this SLA by the client.
12. Privacy Policy
- We use Google Forms to collect client information. Data is securely stored within the form and is not transferred or downloaded for additional security. We trust Google’s data handling, storage, and protection capabilities.
- We comply with all relevant data protection laws (e.g., GDPR, CCPA) regarding collecting, using, and storing personal information.
13. Security and Data Handling
- For security and verification purposes, clients are required to provide a scanned photo ID, a selfie holding the submitted ID, and a piece of paper with their domain name clearly visible.
14. Maintenance and Performance
- Maintenance, including updates to plugins, themes, PHP versions, and WordPress versions, will be performed at least once a month.
- Regular system maintenance is necessary to ensure security and optimal performance; therefore, a 100% uptime guarantee is unrealistic. Our hosting providers offer an uptime guarantee of 95% to 99%.
15. Support and Dispute Resolution
- Our support response time is 24 to 48 hours.
- We do not process refunds; clients must ensure service termination before charges are made to their account. In rare cases where refunds are issued at our discretion, they will only be processed to the card originally charged.
- For disputes, clients must first email us to attempt resolution. If necessary, legal actions may be initiated in the client’s country of citizenship.
16. Force Majeure
- We are not liable for any delay or failure to perform our obligations under this SLA due to events beyond our reasonable control, including natural disasters, acts of government, war, civil unrest, internet service interruptions, or other similar circumstances.
17. Modification of Terms
- We reserve the right to modify this SLA at any time. Clients will be notified of significant changes via email. Continued use of our services after modifications constitutes acceptance of the new terms.
By engaging with our services, clients acknowledge that they have read, understood, and agree to all the terms and conditions stated in this SLA, including the Terms of Use of this website.