Service Level Agreement

Service Level Agreement

1. Overview

At Felix Web Solutions, our commitment to excellence is reflected in this Service Level Agreement. Designed to ensure a reliable and high-quality web experience for our clients, this document outlines the practices and procedures we adhere to in providing top-notch web support services.

2. Service Description

2.1 Scope

This SLA is tailored to address the specific web support services offered by Felix Web Solutions, focusing on retained clients with a monthly support agreement.

2.2 Services

Our comprehensive web support services encompass various stages:

  • Web Development Solutions: Initiating with an initial consultation, we understand the unique requirements of our clients, followed by the design and construction of draft pages/sites, deployment, and ongoing maintenance.
  • WordPress Development: Crafting dynamic and responsive WordPress websites, ensuring clients have a strong online presence.
  • Website Performance Optimization: Enhancing website speed, user experience, and search rankings for improved visibility and lead generation.
  • Website Hack Recovery and Cleanup: Providing robust security measures to recover hacked websites and ensure a clean, secure online environment.
  • CMS/Content Migration: Migrating existing content to Content Management Systems (CMS) and offering training for maintaining site content.

3. Roles & Responsibilities

3.1 Support Responsibilities

Felix Web Solutions pledges to provide a robust framework for delivering effective web support services. This includes the necessary infrastructure, technology, personnel, processes, and monitoring tools.

3.2 Customer Responsibilities

Our clients play a vital role in the success of our collaborative efforts. Responsibilities include:

  • Using standard contact methods for support requests.
  • Reviewing drafts and communications promptly.
  • Providing updates or new content in a timely manner.

3.3 Support Limitations

Felix Web Solutions focuses on supporting the usage and placement of text and graphic content for websites developed by our team, ensuring a seamless and tailored approach.

4. Requesting Service

4.1 Web Support Requests

Clients can conveniently submit web support requests through various channels:

  • Email:
  • Telephone (for Retained Clients): Urgent support requests can be made by phone, with messages processed the next business day if left during off hours.
  • In-Person: Face-to-face meetings can be scheduled by appointment.

5. Hours of Coverage, Response Times & Complaint Resolution

5.1 Hours of Coverage

Felix Web Solutions provides web content management support Monday through Friday, 9.00 am to 8 pm on regular business days.

5.2 Response Times

We prioritize web support requests based on the following response times:

  • Time-sensitive Issues: Addressed within 2 business hours.
  • General Support Queries: Responded to within 2 business days.
  • Added Functionality Requests: Addressed within 4 business days.

5.3 Escalation

Client satisfaction is paramount. If unsatisfied, clients are encouraged to contact Felix Web Solutions for a review and prompt resolution.

5.4 Other Requests

Requests falling outside the scope of this service can be submitted through email

6. Updates: WordPress & Plugins

6.1 WordPress Updates

For websites hosted on the WordPress platform, Felix Web Solutions proactively addresses updates to maintain compatibility and functionality.

6.2 Plug-in Updates

Updates to plugins are handled transparently, with any additional costs communicated to clients.

7. Maintenance & Service Changes

7.1 Web Content Maintenance

Felix Web Solutions welcomes requests for web content updates through designated channels, ensuring that clients have the flexibility to keep their content fresh and relevant.

7.2 Web Service Changes

We commit to staying informed and adapting to changes in platforms and software used for website construction and maintenance, ensuring that our services evolve to meet the dynamic needs of our clients.

8. Reviewing

We ensure regular reviews of this document, with amendments communicated transparently to stakeholders. This iterative process allows us to continuously refine and enhance our service offerings.