General Service Level Agreement (SLA)
Service Provider: SP Digital Plus
Effective Date: 13/6/2025
General Overview
The purpose of this document is to establish a two-way understanding between the Client and the SP Digital Plus Support Team regarding the Website Maintenance services available. The document lays out the practices regarding Website Maintenance which SP Digital Plus will follow. These practices are intended to yield a high quality, reliable web experience for eligible customers.
Service Description
This Service Level Agreement specifically describes the web Support services provided by SP Digital Plus.
Scope:
This Service Level Agreement applies to SP Digital Plus developed, hosted, and Supported websites.
Services:
- Monthly backup for website
- Weekly checks for theme and plugins new updates
- WordPress core updates
- Clean WordPress database
- Clear website cache
- Analyzing broken links
- Website troubleshooting/ monitoring
- Technical support
- Security monitoring
Roles and Responsibilities
SP Digital Plus Support Team Responsibilities:
- Meeting response times associated with the priority assigned to individual service requests.
- Develop content and upload to the appropriate area using information provided by the content sponsor.
- Assist with posting content provided by the client as agreed.
Customer Responsibilities:
- Use standard contact methods to request web Support services.
- Review and respond to communication promptly.
- Regularly review and submit required updates.
Support Limitations:
SP Digital Plus provides support for site content and website-related functionality. Hosting or domain issues may involve external providers and be escalated accordingly.
Requesting Service
- Support Ticket Via Email: [email protected]
- WhatsApp Group: Client-specific group
- Telephone: [Insert hotline]
- In-Person: Virtual/Physical appointments by scheduling
Hours Of Coverage, Response Times And Complaint Resolution
Coverage: Monday–Friday, 9:00 AM to 6:00 PM (UTC+8)
| Category | Description | Response Time |
|---|---|---|
| Time-Sensitive Issue | Website outage or major performance issues | 2–6 business hours |
| General Support Questions | Content changes or minor updates | Within 1 business day |
| Added Functionality Requests | New form, section or plugin support | Within 3–5 business days |
| Web Project Consultancy | Strategy or project planning discussion | Meeting scheduled within 3 business days |
Maintenance and Service Changes
- Web Content Maintenance: Submitted through support channels listed above.
- Web Service Changes: Platform or software updates will be managed by SP Digital Plus.
Rights of Termination
The client may terminate this SLA if any of the following occurs:
- Failure to meet project deadlines or complete agreed work
- Material breach of contract
- Unacceptable work quality
- Lack of communication or updates
- Unresolved technical issues
- Unethical or unprofessional behavior
- Financial instability or bankruptcy