TechBuiz Solutions

Techbuiz Service Level Agreement (SLA)

Effective Date: 12/11/2024

This Service Level Agreement outlines Techbuiz’s commitment to providing responsive and effective service to its clients.

1. Purpose

This SLA is intended to define the terms of service delivery, including response time and uptime commitments.

2. Scope of Services

Techbuiz provides a range of digital services, including website management, online marketing, SEO, and content updates. Detailed services will be specified in individual agreements.

3. Service Availability

• Uptime Commitment: We aim to ensure that our services are available 99% of the time during business hours.
• Downtime: Scheduled maintenance will be announced 48 hours in advance and will typically occur outside of peak hours to minimize disruption.

4. Response Time Commitment

Techbuiz is committed to responding to all service requests within 48 hours. Urgent issues, as defined in individual agreements, will receive priority and may be addressed within 24 hours when possible.

5. Incident Management

For service issues or outages:

• Reporting Issues: Clients should report issues through [Preferred Contact Method].
• Response Time: We will acknowledge receipt within the SLA-defined timeframe and begin work to resolve the issue.

6. Exclusions

This SLA does not apply to:

• Issues caused by third-party providers or client-side equipment.
• Force Majeure events such as natural disasters or other events outside Techbuiz’s control.
• Delays resulting from lack of response or delays from the client.

7. Compensation

If Techbuiz fails to meet the response time commitment outlined in this SLA, clients may request a service credit of up to 10% of the affected service’s monthly fees.

8. Termination of SLA

This SLA may be terminated upon mutual agreement or upon termination of services provided to the client.