Service Level
Agreement.
We don't hide behind vague promises. Our SLA is a legally binding contract that guarantees specific response times, uptime commitments, and automatic financial penalties if we fail to deliver.
Guaranteed Performance Benchmarks.
Every commitment below is contractually enforced. If we miss a benchmark, you get paid — automatically.
All client-facing assets (websites, landing pages, applications) hosted on our infrastructure are guaranteed 99.9% uptime, monitored 24/7 via automated health checks.
P0 incidents (site down, data breach, payment flow failure) receive an initial engineering response within 2 hours, any time of day, any day of the year.
P1 incidents (major feature broken, conversion tracking offline, CRM sync failure) receive a response within 4 business hours with a resolution ETA.
P2 requests (design adjustments, copy changes, new landing page builds) are acknowledged within 24 hours and scheduled into the current sprint cycle.
Incident Classification.
Every ticket is automatically classified by severity. Higher severity means faster response — no exceptions, no negotiations.
Contractual Terms.
If we fail to meet our uptime commitment in any given calendar month, you are automatically entitled to service credits. Below 99.9% = 10% credit. Below 99.5% = 25% credit. Below 99.0% = 50% credit on your monthly retainer. No forms to fill out — credits are applied automatically.
Every client has a named Account Manager as their primary contact. If your issue is not acknowledged within the SLA window, it automatically escalates to our Head of Operations. If still unresolved, it escalates directly to the Managing Director within 1 hour.
All planned maintenance windows are communicated a minimum of 72 hours in advance via email and Slack. Maintenance is exclusively performed between 02:00–06:00 UTC on weekends to ensure zero impact on business-critical hours.
Every P0 and P1 incident is followed by a detailed Root Cause Analysis (RCA) document delivered within 48 hours. This includes the timeline of events, what went wrong, and what infrastructure changes were permanently deployed to prevent recurrence.
All client data is encrypted at rest (AES-256) and in transit (TLS 1.3). We perform automated daily backups with 30-day retention. Full disaster recovery procedures are tested quarterly, and recovery time objectives (RTO) are guaranteed under 4 hours.
You may terminate the agreement with 30 days written notice. Upon termination, we provide a complete data export, transfer all domain credentials, hand over source code repositories, and ensure a clean transition within 14 business days.
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Stop working with agencies that disappear. Start working with engineers who put their revenue on the line for your success.
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