This Service Level Agreement (SLA) outlines the support services provided by FuturrNovate to clients with active maintenance packages.
1. Support Hours
Standard Support: Monday - Friday, 9:00 AM - 5:00 PM (WAT).
Emergency Support: Available 24/7 for clients on the "Enterprise" maintenance plan for critical downtime issues.
2. Response Times
- Critical Priority (Site Down): Response within 2 hours.
- High Priority (Major Functionality Broken): Response within 24 hours.
- Normal Priority (Content Updates/Minor Bugs): Response within 48 hours.
3. What is Included
Depending on your plan, maintenance typically includes:
- Regular WordPress/Framework updates.
- Security scanning and malware removal.
- Daily or Weekly cloud backups.
- Uptime monitoring.
4. What is Excluded
Unless explicitly stated in your contract, the following are billed separately:
- Adding new features or functionality.
- Redesigning pages or layouts.
- Fixing issues caused by third-party services (e.g., payment gateway outages).
- Content creation or copywriting.