Service Level Agreement (SLA)

This Service Level Agreement ("SLA") outlines the service commitments and guarantees between Wolffia Digital Solutions ("we", "our", "us") and our clients ("you", "your") for the provision of services including Web Design, Graphics Design, Video Editing & Animation, and Digital Marketing.

1. Introduction

This SLA sets forth the standards for service delivery and support, including performance metrics, responsibilities, and procedures for ensuring quality and reliability of our services.

2. Services Covered

This SLA applies to the following services provided by Wolffia Digital Solutions:

• Web Design
• Graphics Design
• Video Editing & Animation
• Digital Marketing

3. Service Availability

• Uptime Guarantee: We guarantee that our services will be available 99.9% of the time, measured on a monthly basis. This excludes scheduled maintenance and any agreed-upon downtime.
• Downtime Definition: Downtime is defined as the period when our services are unavailable due to issues within our control. Downtime does not include scheduled maintenance, which will be communicated in advance.

4. Response Time and Resolution Time

• Support Hours: Our support team is available 24/7.
• Response Time: We will respond to support requests within [2] business hours during support hours.
• Resolution Time: We aim to resolve issues within [8] business hours of acknowledging the support request, depending on the complexity of the issue.

5. Support

• Support requests can be made via email [email protected] or phone .

6. Performance Metrics

We monitor and report on the following performance metrics to ensure service quality:

• Service Uptime: Measured as a percentage of total uptime over a month.
• Response Time: Average time taken to respond to support requests.
• Resolution Time: Average time taken to resolve support issues.

7. Client Responsibilities

To ensure we can meet our service commitments, clients are expected to:

• Provide accurate and timely information and materials required for service delivery.
• Ensure prompt payment of invoices as per the agreed terms.
• Report any issues or concerns promptly to enable timely resolution.

8. Scheduled Maintenance

• Notification: Scheduled maintenance will be communicated at least [48] hours in advance via email or our website.
• Duration: Scheduled maintenance will be performed outside of peak business hours to minimize impact on service availability.

9. Service Credits

If we fail to meet our uptime guarantee, clients may request service credits as compensation. The amount of service credits will be calculated based on the downtime experienced and will be applied to future invoices.

10. Termination

Either party may terminate this SLA with [30] days written notice. Upon termination, all outstanding payments for services rendered must be made immediately.

11. Amendments

Wolffia Digital Solutions reserves the right to amend this SLA at any time. Any changes will be communicated to clients with an updated effective date.

9. Contact Us

If you have any questions about this SLA, please contact us at:

• Email: [email protected]
• Phone:

Thank you for choosing Wolffia Digital Solutions. We are committed to delivering high-quality services and support to meet your needs.