Service Level Agreement (SLA) Policy

1. Introduction

This Service Level Agreement (“SLA”) defines the performance standards, service commitments, and support terms that Webytag Digital (“Company,” “we,” “us,” or “our”) provides to its clients (“Client,” “you,” or “your”) for all services offered through our platform.
This SLA is an integral part of the service agreement between Webytag Digital and the Client and outlines our commitment to delivering quality services with measurable performance metrics.

2. Scope of Services

This SLA applies to the following service categories provided by Webytag Digital

2.1 Website Services

  • UI/UX Design
  • Website Development
  • Website Re-Development
  • Website Maintenance
  • Ecommerce Development
  • Custom Development
  • Website Optimization

2.2 Brand Creation Services

  • Branding
  • Logo Designing
  • Graphic Designing
  • Video Production

2.3 Growth Marketing Services

  • Email Marketing
  • WhatsApp Marketing
  • Social Media Marketing
  • Content Marketing
  • Google Ads
  • LinkedIn Growth Marketing
  • SEO (Search Engine Optimization)

2.4 Business Automation Services

  • Sales Funnel Automation
  • Lead Nurture Automation
  • AI Agents
  • AI Chatbot

2.5 Products

  • SSL Certificates
  • Email Solutions
  • Managed Premium Servers

3. Support Hours and Availability

3.1 Standard Business Hours

Our support team is available during the following hours:
  • Monday to Friday: 11:00 AM to 7:00 PM (Indian Standard Time - IST)
  • Weekends and Public Holidays: Limited support (emergency issues only)

3.2 Support Channels

Clients can reach our support team through the following channels:

  • Email: hello@webytag.com
  • Phone: +91-7558544955
  • WhatsApp: +91-7558544955
  • Live Chat: Available on our website during business hours

3.3 After-Hours Support

For critical issues outside business hours, emergency support may be available on a case-by-case basis. Additional charges may apply for after-hours emergency support.

4. Response Time Commitments

We categorize support requests into four priority levels, each with specific response time commitments:

4.1 Priority Level Definitions and Response Times

Priority Level Description Response Time Examples
Critical
Complete service outage or critical functionality failure affecting business operations
Within 2 hours
Website completely down, server failure, complete email system outage, critical security breach
High
Significant functionality issues affecting major features but with workarounds available
Within 6 hours
Major feature broken, partial service disruption, payment gateway issues, significant performance degradation
Medium
Moderate issues with limited impact on operations
Within 24 hours
Minor bugs, non-critical feature issues, moderate performance issues, routine maintenance requests
Low
General inquiries, minor issues, enhancement requests
Within 48 hours
General questions, cosmetic issues, feature requests, consultation requests, documentation requests

4.2 Response Time Measurement

  • Response time is measured from the time a support ticket is received during business hours
  • Tickets received outside business hours will be timestamped as received at the start of the next business day
  • "Response" means initial acknowledgment and assignment to appropriate personnel, not necessarily resolution

4.3 Resolution Time

While we commit to response times, resolution times vary based on the complexity of the issue. We will provide estimated resolution timeframes upon initial response and keep clients updated throughout the resolution process.

5. Service Uptime Guarantees

5.1 Website Maintenance and Managed Premium Servers

Uptime Commitment: 99.9% uptime guarantee over any 30-day period

Calculation:

  • Maximum allowable downtime: 43.2 minutes per 30-day period
  • Uptime percentage = ((Total minutes in month - Downtime minutes) / Total minutes in month) × 100

Exclusions from Uptime Calculation:

  • Scheduled maintenance windows (with proper notice)
  • Third-party service provider failures
  • DDoS attacks or other malicious activities
  • Client-caused issues or modifications
  • Force majeure events
  • Downtime due to emergency maintenance required for security patches

5.2 Planned Maintenance Windows

Advance Notice: We will provide at least 24 hours advance notice for all planned maintenance activities

Notification Methods:

  • Email notification to primary contact
  • Service status page update
  • Client dashboard notification (if applicable)

Maintenance Windows:

  • Scheduled during off-peak hours whenever possible
  • Typical duration: 2-4 hours
  • Emergency security patches may require shorter notice periods

5.3 AI Chatbot and AI Agents Services

No Uptime Guarantee: AI Chatbot and AI Agents services do not carry an uptime guarantee due to dependency on third-party APIs and integrations, including but not limited to:
  • OpenAI, Anthropic, or other AI service providers
  • External API integrations
  • Third-party messaging platforms
  • Cloud service providers
Best Effort Commitment: While we cannot guarantee uptime for these services, we commit to:
  • Monitoring service health continuously
  • Promptly addressing issues within our control
  • Communicating any known third-party service disruptions
  • Implementing failover mechanisms where technically feasible

6. Service Deliverables and Timelines

6.1 Project-Based Services

Due to the varying complexity and scope of projects, specific timelines for project-based services are determined on a case-by-case basis and will be outlined in individual project proposals or statements of work (SOW).

Services Subject to Custom Timelines:

  • Website Development
  • Website Re-Development
  • Ecommerce Development
  • Custom Development
  • UI/UX Design
  • Branding Projects
  • Logo Designing
  • Video Production
  • Sales Funnel Automation
  • Lead Nurture Automation

Timeline Determination Factors:

  • Project scope and complexity
  • Client requirements and specifications
  • Required features and functionality
  • Number of revisions included
  • Client responsiveness and feedback timeliness
  • Availability of required assets and content from client

6.2 Commitment to Project Timelines

Once project timelines are established in the SOW:
  • We will adhere to agreed-upon milestones
  • Regular progress updates will be provided
  • Any anticipated delays will be communicated immediately
  • Timeline extensions due to client delays or scope changes will be documented

6.3 Ongoing Services

For recurring services such as:
  • Website Maintenance: Monthly reports and updates
  • Content Marketing: Deliverables as per agreed content calendar
  • Email Marketing: Campaign schedules as per marketing plan
  • Social Media Marketing: Posting schedules as per social media calendar
  • SEO: Monthly performance reports and optimization activities
  • Google Ads Management: Weekly monitoring and monthly reporting
  • LinkedIn Growth Marketing: As per agreed engagement schedule
Specific deliverable schedules for ongoing services will be documented in the service agreement or monthly/quarterly plans.

7. Service Level Credits and Remedies

7.1 Service Credit Eligibility

If Webytag Digital fails to meet the uptime guarantee specified in Section 5.1 or response time commitments specified in Section 4 (for eligible services), clients may be eligible for service credits.

Service Credits Apply To:

  • Website Maintenance services (for uptime failures)
  • Managed Premium Servers (for uptime failures)
  • Support response time failures for paid support plans

To Be Eligible for Service Credits:

  • Client must report the SLA breach within 5 business days
  • The breach must be verified by our monitoring systems or logs
  • The breach must not fall under exclusions listed in Section 8

7.2 Service Credit Calculation

For Uptime Guarantee Breaches:

Monthly Uptime Percentage Service Credit
99.0% to < 99.9%
10% of monthly service fee
98.0% to < 99.0%
25% of monthly service fee
95.0% to < 98.0%
50% of monthly service fee
< 95.0%
100% of monthly service fee

For Response Time Breaches:

  • First breach in a month: Warning and documentation
  • Second breach: 5% service credit
  • Three or more breaches: 10% service credit

7.3 Alternative Remedies

Instead of service credits, Webytag Digital may offer:
  • Additional Service Hours: Free additional support or development hours equivalent to the credit value
  • Service Extension: Extension of service period at no additional cost
  • Best Effort Remediation: Priority handling and accelerated resolution of current and future issues

7.4 Service Credit Limitations

  • Service credits are issued as credits toward future services only (not cash refunds)
  • Service credits must be used within 90 days of issuance
  • Service credits are non-transferable
  • Maximum service credit per month is capped at 100% of that month's service fee
  • Service credits do not apply to one-time project fees, only recurring service fees

7.5 Claiming Service Credits

To claim service credits:
  • Submit a written request to hello@webytag.com within 5 business days of the SLA breach
  • Include specific details: dates, times, and nature of the service issue
  • Provide supporting documentation (screenshots, error messages, etc.)
  • Our team will investigate and respond within 10 business days

8. Service Exclusions and Limitations

8.1 SLA Does Not Apply To

This SLA and its commitments do not apply to service disruptions, delays, or failures caused by:

Third-Party Service Failures:

  • Hosting provider outages (AWS, Google Cloud, etc.)
  • DNS provider failures
  • Domain registrar issues
  • Third-party API failures (payment gateways, social media platforms, AI services, etc.)
  • Content Delivery Network (CDN) outages
  • Email service provider disruptions
  • SSL certificate authority issues

Client-Caused Issues:

  • Changes made by client or client's other service providers without our knowledge
  • Failure to provide timely feedback, approvals, or required materials
  • Client's network, hardware, or software issues
  • Insufficient access credentials or permissions
  • Client's failure to follow our recommendations or guidelines
  • Client's breach of acceptable use policies

Force Majeure Events:

  • Natural disasters (earthquakes, floods, fires, storms, etc.)
  • Wars, terrorism, civil unrest, or strikes
  • Government actions or regulations
  • Pandemics or public health emergencies
  • Power failures or telecommunications failures beyond our control
  • Internet backbone or routing failures
  • Other events beyond our reasonable control

Security-Related Events:

  • DDoS attacks or other malicious network attacks
  • Hacking attempts or security breaches (except where caused by our negligence)
  • Malware or virus infections
  • Spam attacks or email bombing

Scheduled and Emergency Maintenance:

  • Properly noticed scheduled maintenance (as per Section 5.2)
  • Emergency maintenance required for critical security patches
  • Maintenance required due to urgent security vulnerabilities

8.2 Beta Features and Services

Services or features designated as “beta,” “preview,” “experimental,” or “trial” are provided “as-is” without SLA commitments and may be modified or discontinued at any time.

8.3 Fair Usage Policy

This SLA assumes reasonable and fair usage of services. We reserve the right to temporarily suspend SLA commitments for clients who:
  • Abuse support channels with excessive requests
  • Engage in activities that negatively impact service for other clients
  • Violate our acceptable use policies
  • Have overdue payments or outstanding invoices

9. Monitoring and Reporting

9.1 Service Monitoring

Webytag Digital employs various monitoring tools and systems to track:
  • Server uptime and performance
  • Website availability and response times
  • Application functionality
  • Security threats and vulnerabilities
  • Service health indicators

9.2 Client Access to Metrics

Clients with applicable services may receive:
  • Monthly uptime reports
  • Performance analytics
  • Service health dashboards
  • Incident reports and post-mortems for significant outages

9.3 Incident Communication

In the event of service disruptions:
  • Initial Notification: Within 30 minutes of detecting a critical issue
  • Status Updates: Every 2 hours until resolution for critical issues
  • Resolution Notice: Upon service restoration
  • Post-Incident Report: Within 5 business days for significant incidents
LAST UPDATED: APRIL 20, 2024