Service Level Agreement (SLA)

Introduction

This Service Level Agreement (“SLA”) outlines the service standards, responsibilities, and support commitments provided by OptimaWebAI to its clients.

This agreement applies to website design, development, hosting, maintenance, and related digital services provided by OptimaWebAI.

Service Scope

Services may include:

• Website Design & Development
• Website Redesign Services
• Ecommerce Development
• Website Hosting
• Website Maintenance
• Content Updates
• Technical Support
• SEO Services
• AI and Automation Integrations

Specific deliverables will be outlined within individual project proposals or agreements.

Project Delivery

Project timelines vary depending on project scope, complexity, and client responsiveness.

Estimated timelines will be communicated before project commencement.

Project delays caused by missing content, delayed approvals, or lack of communication may affect delivery dates.

Support Availability

Support requests may be submitted through:

• Email
• WhatsApp
• Scheduled Calls

Support is generally available during standard South African business hours.

Response Times

OptimaWebAI aims to respond to support requests within:

• General Enquiries: Within 24 Hours
• Minor Website Issues: Within 24 to 48 Hours
• Critical Website Issues: As Soon As Reasonably Possible

Response times are targets and not guaranteed resolutions.

Website Maintenance

Clients subscribed to a maintenance plan may receive:

• Website Monitoring
• Security Updates
• Content Updates
• Technical Assistance
• Website Backups
• Performance Checks

Maintenance services are limited to the agreed monthly package.

Hosting Services

Where hosting is provided by OptimaWebAI:

• Hosting fees are billed monthly
• Hosting includes basic server management
• Regular backups may be performed
• Service interruptions caused by third party providers remain outside our control

Optional Website Build and Monthly Hosting

This option applies only where agreed in writing. The one-time website build fee covers the agreed design and development work. Monthly hosting fees are separate and cover continued hosting; payment of the build fee does not include indefinite hosting.

Where the website is hosted through an OptimaWebAI-managed account, OptimaWebAI controls the hosting account and publication of the website while providing the hosting service. This operational control does not change ownership of the paid-for final website or client-supplied content under the project agreement.

If hosting fees become overdue, OptimaWebAI will give written notice of the amount due and the deadline to remedy non-payment. If payment remains outstanding after that deadline, hosting may be suspended and the website unpublished, subject to the agreed notice requirements and applicable law. The website will then be unavailable to visitors until hosting is restored or alternative hosting is arranged. Any restoration or migration arrangements must be agreed separately, taking account of technical capabilities and third-party licences.

If the client cancels hosting, hosting and publication end on the effective cancellation date, normally at the end of the paid hosting period, subject to the accepted agreement and applicable law. Any mandatory cancellation rights or notice periods remain unaffected.

Cancelling, suspending or ending hosting does not, by itself, entitle the client to a refund of the build fee for work properly completed and delivered. This does not exclude any remedy or refund required by applicable law.

For existing clients, this option applies only to the extent already agreed or subsequently accepted in writing. Publishing an updated policy does not, by itself, amend an existing client agreement.

Client Responsibilities

Clients agree to:

• Provide accurate information
• Supply content in a timely manner
• Review and approve work promptly
• Maintain payment obligations
• Keep login credentials secure where applicable

Exclusions

The following are not included unless specifically agreed:

• Third Party Software Costs
• Domain Registration Fees
• Stock Images
• Premium Plugins
• Extensive Content Creation
• Major Feature Additions After Approval
• Emergency Requests Outside Scope

Service Changes

Requests that fall outside the original project scope may require:

• Additional quotations
• Revised timelines
• Separate agreements

Service Suspension

Services may be suspended where:

• Payments remain outstanding
• Terms and Conditions are breached
• Services are used unlawfully

For overdue hosting payments, the written notice and opportunity to remedy non-payment described under Optional Website Build and Monthly Hosting apply before suspension or unpublication, subject to the accepted agreement and applicable law.

Limitation of Liability

OptimaWebAI shall not be liable for:

• Loss of revenue
• Loss of profits
• Business interruption
• Third party service failures
• Search engine ranking fluctuations
• Cybersecurity incidents beyond reasonable control

Review and Updates

This Service Level Agreement may be updated from time to time.

Updated versions will be published on this page. Changes to an existing client agreement require written acceptance where required; publication alone does not amend that agreement.

Contact Information

OptimaWebAI

Email: optimawebai@gmail.com

Phone: +27 81 500 1968

Pretoria, South Africa