01 Scope of Service
This SLA covers the following core services:
- WordPress CMS-based website development
- Active website maintenance
- Website migration between hosting/domains
- Active website SEO optimization
02 Response Time
- General support requests: Max. 1x24 business hours
- Emergency cases (e.g., website inaccessible): Max. 4 business hours
- Communication is conducted via email or WhatsApp as previously agreed
03 Resolution Time
- Minor issues (small bugs, content not displaying, minor changes): 1-2 business days
- Medium issues (plugin errors, failed updates, small migrations): 2-4 business days
- Major issues (full server migration, severe damage): Max. 7 business days
Note: Time may vary depending on complexity and client response.
04 Service Schedule
- Active business hours: Monday-Friday, 09:00-17:00 WIB
- Outside business hours or weekends will still be responded to, but not guaranteed under SLA
05 Our Responsibilities
- Maintain service continuity according to promised standards
- Provide periodic reports if requested (website status, uptime, etc.)
- Provide notification if delays or technical issues occur
06 Client Responsibilities
- Provide necessary access, data, and instructions
- Pay for services according to agreement and on time
- Not perform actions that directly damage the website system
07 SLA Exclusions
We are not responsible for service delays or failures caused by:
- Disruptions from hosting providers, domains, or other third parties
- Cyber attacks beyond our control (DDoS, major hacking, etc.)
- Delays or incomplete information from the client
- Force majeure (natural disasters, major power outages, etc.)
08 SLA Updates and Adjustments
We reserve the right to update the contents of this SLA as needed. Changes will be communicated to clients at least 7 days before taking effect.
09 Agreement
By using our services, the client is deemed to have read, understood, and agreed to the contents of this SLA.