Service Level Agreement (SLA)

Introduction

This Service Level Agreement (“SLA”) outlines the service standards, responsibilities, and support commitments provided by OptimaWebAI to its clients.

This agreement applies to website design, development, hosting, maintenance, and related digital services provided by OptimaWebAI.

Service Scope

Services may include:

• Website Design & Development
• Website Redesign Services
• Ecommerce Development
• Website Hosting
• Website Maintenance
• Content Updates
• Technical Support
• SEO Services
• AI and Automation Integrations

Specific deliverables will be outlined within individual project proposals or agreements.

Project Delivery

Project timelines vary depending on project scope, complexity, and client responsiveness.

Estimated timelines will be communicated before project commencement.

Project delays caused by missing content, delayed approvals, or lack of communication may affect delivery dates.

Support Availability

Support requests may be submitted through:

• Email
• WhatsApp
• Scheduled Calls

Support is generally available during standard South African business hours.

Response Times

OptimaWebAI aims to respond to support requests within:

• General Enquiries: Within 24 Hours
• Minor Website Issues: Within 24 to 48 Hours
• Critical Website Issues: As Soon As Reasonably Possible

Response times are targets and not guaranteed resolutions.

Website Maintenance

Clients subscribed to a maintenance plan may receive:

• Website Monitoring
• Security Updates
• Content Updates
• Technical Assistance
• Website Backups
• Performance Checks

Maintenance services are limited to the agreed monthly package.

Hosting Services

Where hosting is provided by OptimaWebAI:

• Hosting fees are billed monthly
• Hosting includes basic server management
• Regular backups may be performed
• Service interruptions caused by third party providers remain outside our control

Client Responsibilities

Clients agree to:

• Provide accurate information
• Supply content in a timely manner
• Review and approve work promptly
• Maintain payment obligations
• Keep login credentials secure where applicable

Exclusions

The following are not included unless specifically agreed:

• Third Party Software Costs
• Domain Registration Fees
• Stock Images
• Premium Plugins
• Extensive Content Creation
• Major Feature Additions After Approval
• Emergency Requests Outside Scope

Service Changes

Requests that fall outside the original project scope may require:

• Additional quotations
• Revised timelines
• Separate agreements

Service Suspension

Services may be suspended where:

• Payments remain outstanding
• Terms and Conditions are breached
• Services are used unlawfully

Limitation of Liability

OptimaWebAI shall not be liable for:

• Loss of revenue
• Loss of profits
• Business interruption
• Third party service failures
• Search engine ranking fluctuations
• Cybersecurity incidents beyond reasonable control

Review and Updates

This Service Level Agreement may be updated from time to time.

Updated versions will be published and become effective upon publication.

Contact Information

OptimaWebAI

Email: optimawebai@gmail.com

Phone: +27 81 500 1968

Pretoria, South Africa