Website Maintenance Service Level Agreement (“SLA”)
Updated 27 July 2023
The purpose of this SLA is to outline the terms, responsibilities, and performance expectations for the Website Maintenance & Webmaster services we provide to our clients. We are committed to providing a reliable, predictable website experience for our clients through the package, which covers:
Support tickets
Ticket submission allows for timely responses in a guaranteed timeframe.
CMS Updates
We will run regular checks and update the CMS with any minor updates completed.
404 Errors
We will review all pages and files that are flagged as having a 404 error.
CMS Plugin Updates
We will ensure plugins are kept up to date and fix any bugs as a result of the update. In the event of a bug fix not being a viable solution, we will roll back affected plugins to the latest stable release and work on resolving the bug.
Content Management
Content management, including adding, modifying, or removing website content.
Backups
We will run regular backups of the website to allow for fast disaster recovery.
Uptime Monitoring
We will keep your website on our live monitoring list so that we are alerted of, and can respond to any downtime.
Security
Your website will have active security tools installed, including a malware scanner and firewall. We will also include Recapcha on all contact forms to reduce spam.
Bug Fixes
Bug fixes and technical support for website-related issues.
Please note
The terms of this SLA are in addition to and should be read together with our standard terms and conditions, which can be found here -> https://trexdigital.co.za/terms-of-service/
Maintenance Runs
What is a maintenance run?
We have 2 maintenance runs carried out per month. During these maintenance runs, we action all CMS updates, plugin updates, and manual security scans. During the maintenance run, your website is placed in “Maintenance Mode”, and is not accessible to the public.
Schedule
Maintenance runs are carried out on Thursday or Friday evenings between 9pm and 2am.
Support Tickets
Requesting Support
We offer guaranteed response times during business hours: 9am – 5.00pm, Mon-Fri (Excluding Public Holidays).
Whenever you have an issue, you can submit a support ticket directly via email at support@trexdigital.co.za.
Response and Resolution Times
We aim to offer a response and resolution time depending on the priority weighting our team assigns to your ticket when it’s first received. We will communicate regularly including timeframes and progress in resolution. We aim to have all tickets responded to and resolved within the following defined timeframes (“SLA Timeframes”):
| Priority level | Response and initial actions taken within | Resolution within |
| Low | 2 days | 5 Business Days |
| Medium | 12 hours | 36 Hours |
| High | 60 minutes | 6 Hours |
Examples of priorities
Low: Minor spelling or grammar error.
Medium: Incorrect contact details on the website.
High: The website has crashed.
Please note: Resolution times will only be met if the fix is possible within the time window and we will keep you informed throughout the process if a delay can be expected.
Content Updates
What is covered
The Webmaster service covers the following content updates within your monthly hourly allocation.
- Text and image updates.
- Gallery updates.
- Product updates (For e-commerce websites).
- Document/file upload.
- We offer guaranteed response times during business hours: 9am – 5.00pm, Mon-Fri (Excluding Public Holidays).
Whenever you have a content update request, you can submit the request directly to your developer or to the team via email at webmaster@trexdigital.co.za.
What is Not covered
The Webmaster service covers the above content updates. Changes outside of the above may incur a bill, which will be communicated. The updates not covered include:
- Functionality additions or upgrades (For example, adding eCommerce functionality to the website or adding a blog page).
- Page additions
- Design and template changes
- Addition of plugins and tools. (For example, adding a 3rd party chat bot plugin).
- Third-party integrations (For example, linking your website to your CMR system).
- Any other work that is not included in this SLA.
Response and Completion Times
All content update requests will be carried out at our SLA Timeframes and allocation will be based on the type of request.
Examples of content request priority level allocations
Low: Website image or heading change.
Medium: New promotional banner for online sale.
High: Critical information changes such as contact number or change in business location.
Invoicing and Payment
We will invoice you monthly (unless agreed otherwise) in advance for providing the services under the SLA. The invoice will also include any additional costs for extra services we have performed upon your request.
Should the invoice not be paid by the due date, your services will not be carried out for the invoiced month.
Disclaimers and Limitation of Liability
We shall under no circumstances be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, loss of sales or business, loss of agreements or contracts, loss of anticipated savings, loss of or damages to goodwill, or any indirect or consequential loss arising under or in connection with our obligations under the SLA.
Our total liability to you under the SLA shall in no circumstances exceed 100% of the price to be paid by You under this SLA during the previous 1 month.
Nothing in this SLA shall limit any liability which cannot legally be limited, including but not limited to liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation.
Termination
Either of us may terminate this SLA at any time. No cancellation fee will apply if you cancel this SLA. In the event of us hosting your website if the SLA is terminated, we will only provide website hosting services to you. Please note that your site will not receive security updates, and may not be recoverable if compromised.
SLA Changes
The terms of our SLA are subject to change. The up-to-date SLA is always available at https://trexdigital.co.za/website-maintenance-service-level-agreement/