Service Level Agreement

1. Introduction

This Service Level Agreement (SLA) outlines the expected service levels, responsibilities, and commitments between Lashmire LTD (“Service Provider”) and the customer (“Customer”) in the context of the services provided via the website https://webleap.com and any related services.

2. Scope of Services

Lashmire LTD provides various services through https://webleap.com, including but not limited to website hosting, website maintenance, website support, data backup, and transfer services. This SLA covers all these services unless otherwise specified.

3. Service Availability

Lashmire LTD aims to ensure that the website and related services are available 99.5% of the time, excluding scheduled maintenance and any unforeseen events beyond our control (force majeure).

  • Scheduled Maintenance: Lashmire LTD will notify customers of scheduled maintenance at least 48 hours in advance. During this time, the services may be unavailable.
  • Unscheduled Maintenance: In the case of unscheduled maintenance, Lashmire LTD will endeavor to provide notice as soon as possible and to minimize any service disruption.

4. Support and Issue Resolution

Lashmire LTD provides customer support through email and an online helpdesk.

  • Support Hours: Monday to Friday, 9:00 AM to 6:00 PM (GMT).
  • Response Time: Initial response to support queries within 24 hours during support hours.
  • Resolution Time: Resolution of issues will vary based on severity:
    • Critical issues (e.g., service outages): within 4 hours.
    • Major issues (e.g., significant functionality problems): within 12 hours.
    • Minor issues (e.g., non-critical bugs): within 48 hours.

5. Responsibilities

Lashmire LTD

  • Service Quality: Provide services as per the specifications and standards outlined in the Terms of Service.
  • Data Protection: Ensure that user data is protected and managed in accordance with applicable laws and regulations.
  • Communication: Inform customers of any significant changes to the service, including scheduled maintenance and updates to the Terms of Service.

Customer

  • Compliance: Adhere to the Terms of Service and use the website and services responsibly.
  • Data Accuracy: Ensure the accuracy and legality of data uploaded to the website.
  • Payments: Make timely payments for services rendered, including any additional fees for cancellations, transfers, or non-payment as outlined in the Terms of Service.

6. Service Transfer and Cancellation

If the Customer wishes to transfer their website or cancel services:

  • Self-Transfer: The Customer may use provided backups to transfer their website at no additional cost.
  • Assisted Transfer: Lashmire LTD can assist with the transfer for a fee of £200 per website. This fee covers administrative and processing costs and must be paid before the transfer begins.
  • Cancellation: Services may be suspended or terminated for non-payment or breach of the Terms of Service.

7. Performance Metrics

Lashmire LTD measures performance using the following metrics:

  • Uptime: The website and related services should be available 99.5% of the time, excluding maintenance.
  • Response and Resolution Times: Adherence to the support response and resolution times outlined above.

8. Work Hours for Essential Packages

For customers subscribed to the essential packages, only up to 2 hours of work per month is included. Any additional work beyond this limit will be subject to additional fees, which will be communicated to and agreed upon by the customer prior to commencement of the additional work.

9. Additional Benefits for Fully Managed Packages

Customers subscribed to the Fully Managed package are entitled to the following benefits:

  • Unlimited Content Changes: Users may request unlimited content changes, provided the requests are reasonable and within the scope of the service.
  • SEO Management: Users receive up to 5 hours of SEO management per month. Any additional SEO work beyond this limit will be subject to additional fees, which will be communicated to and agreed upon by the customer prior to commencement of the additional work.

10. Compensation for SLA Breach

Should the SLA not be met during a calendar month, customers are entitled to an SLA Credit. To request an SLA Credit, the customer must contact support within 30 days of the end of the month for which the SLA was not met. Credits will be valued at 5% of the customer’s monthly hosting charges for each full hour of downtime beyond the SLA and will not exceed 100% of the monthly hosting charges. Downtime will be determined by our monitoring tools.

11. Exclusions to the SLA

This SLA does not apply to any downtime that is out of our control, including but not limited to:

  • Problems resulting from third-party code.
  • User-error.
  • Natural disasters such as floods or earthquakes.

12. Liability

Lashmire LTD’s liability is limited as per the Terms of Service. Lashmire LTD is not liable for any consequential losses, including loss of profit, revenue, or data, arising from the use or inability to use the services provided.

13. Review and Amendments

Lashmire LTD reserves the right to review and amend this SLA at its sole discretion. Customers will be notified of any changes, which will take effect immediately upon publication on the website.

14. Governing Law

This SLA is governed by and construed in accordance with the laws of the United Kingdom. Any disputes arising under or in connection with this SLA shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.

15. Severability

If any provision of this SLA is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary so that the SLA shall otherwise remain in full force and effect and enforceable.

By using the services provided by Lashmire LTD, you acknowledge that you have read, understood, and agree to be bound by the terms and conditions of this SLA.

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