Service Level Agreement

1. Scope

This SLA covers service delivery standards for creative and digital work, including (but not limited to) web design and development, branding, video editing, graphics, and marketing assets. Specific timelines, deliverables, and pricing are defined in your quote or project document.

2. Working Hours and Communication

We communicate primarily via email and WhatsApp (or your chosen channel). Working hours may vary by project and timezone, but we aim for consistent and clear updates.

Message type	Standard response within 24 hours (business days) for most project messages.
Urgent issues	Priority response within 6 to 12 hours (business days) when tagged as urgent and within scope.
Weekends/holidays	We may respond, but response times can be longer unless you have an agreed support plan.

3. Delivery Standards

• Quality: Deliverables match the agreed brief, references, and brand direction.
• Consistency: We maintain the same style system across pages (layout, spacing, fonts, theme support).
• Performance mindset: We aim for clean code, optimized assets, and responsive layouts.
• Client readiness: We provide export-ready files (where applicable) and clear handover notes.

4. Project Timeline and Milestones

Timelines depend on scope and client responsiveness. Typical flow:

• Discovery: brief, goals, references, and required assets.
• Execution: production of draft versions and components.
• Review: revision rounds based on the package.
• Delivery: final export and handover.

5. Revisions Policy

Revision rules depend on your package or quote. If not specified, the default is:

• Up to 2 reasonable revision rounds per deliverable, based on the original brief.
• Additional revisions or new requests may be billed separately.
• Major scope changes reset timeline and can require a new quote.

6. Client Responsibilities

To keep delivery on schedule, the client must:

• Provide required assets (logo, brand guidelines, text, images, access) in time.
• Give feedback in a single consolidated message per round where possible.
• Confirm approvals promptly to avoid timeline delays.
• Ensure they have rights to all provided materials.

7. Support and Maintenance

Support terms depend on what you purchased. Unless a maintenance plan is included, the default support is:

Bug fixes	Free fixes for issues caused by our delivery for 7 days after final handover.
Content changes	Text/image updates after delivery are considered new work unless included in your plan.
Hosting issues	We can assist, but third-party hosting/platform issues are not guaranteed and may require vendor support.

8. Uptime and Availability

If we manage your hosting, uptime targets can be defined in a separate hosting agreement. If you host elsewhere, uptime depends on your hosting provider.

9. Incident Categories

• Critical: live site down, major payment form failure, severe security concern.
• High: core functionality broken, major layout issues across devices.
• Medium: minor layout issues, non-critical UI bugs.
• Low: cosmetic changes, content adjustments, enhancements.

10. Exclusions

This SLA does not cover:

• Issues caused by third-party plugins, updates, or platform policy changes.
• Client-made changes to code/files after handover that introduce bugs.
• Requests outside the agreed project scope.
• Delays caused by missing assets or delayed feedback.

11. Service Credits

Unless a custom plan specifies service credits, we do not provide automatic credits. For managed plans, credits (if any) are defined in the plan’s terms.

12. Contact

SLA questions: support@nasdigital.uk