Agreement Overview

This Service Level Agreement (SLA) is entered into between Design Source Media (DSM) (“Provider”) and the (“Client”) as a part of the Web Care service package. This document outlines the standards of service, responsibilities, and guarantees that the Client can expect from the Provider.

1. Uptime Guarantee

• Commitment: The Provider commits to maximizing website uptime, leveraging robust infrastructure and proactive monitoring to ensure the Client’s website is consistently accessible to visitors.
• Monitoring: We provide 24/7 real-time monitoring for the Client’s website using our monitoring tool. In the event of an issue, our system will generate an immediate alert, and our technical team will begin an investigation and resolution. Our monitoring includes, but is not limited to, the following alerts:
• Site Down/Uptime Status: Notifications are triggered the moment the website becomes inaccessible.
• SSL Certificate Errors: Alerts for expiring, invalid, or misconfigured SSL certificates.
• Performance Degradation: Notifications if the website’s response time exceeds predefined thresholds.
• Exclusions: This uptime guarantee does not apply to scheduled maintenance, downtime caused by the Client’s actions (e.g., code changes, plugin installations), or circumstances beyond our reasonable control (e.g., force majeure events, DDoS attacks, upstream provider outages).

2. SSL Certificate Management

• Commitment: The Provider will ensure that a valid SSL (Secure Sockets Layer) certificate is installed and active on the Client’s website at all times. This is crucial for website security, data encryption, and maintaining visitor trust.
• Management: We will manage the procurement, installation, and renewal of the SSL certificate. Our team will handle any validation requirements and ensure there are no lapses in certificate coverage.
• Exclusions: This commitment is dependent on the capabilities and access provided by the website’s hosting platform (e.g., Flywheel, Cloudways, GoDaddy, WPEngine). As the Provider (DSM) does not have root administrative control over the hosting infrastructure, any limitations, delays, or issues arising directly from the hosting platform’s SSL provisioning system are outside the scope of this guarantee.The Provider will act as a liaison to resolve such issues with the hosting provider, but is not responsible for platform-level outages or restrictions.

3. Core Web Care Services

• Security and Patching: The Provider will perform regular security patching and updates to the website’s core software, plugins, and themes to protect against vulnerabilities.
• Hacked Site Cleanup: In the event of a security breach, the Provider will be responsible for the cleanup and restoration of the Client’s website.
• Backup Management: We will perform daily on-site backups and weekly off-site backups of the website’s files and database to ensure data can be restored in case of loss. All backups will be retained for a period of 60 days.
• Software Management: The plan includes management and updates for premium plugins and themes necessary for the website’s functionality. Note: Licensing for unique or third-party plugins specific to the site may incur additional costs.
• Hosting and Server Access: The website will be hosted on reliable infrastructure designed for performance and security. The Provider will manage all aspects of the hosting environment and provide SSH and SFTP access upon request.
• E-commerce Support: The Provider will offer support for e-commerce functionality, including troubleshooting and maintenance. Note: Highly custom or extensive e-commerce sites may require special consideration.

4. Support and Response Times

Our team is committed to providing timely responses and resolutions. We provide 9×5 email support during our standard support hours: Monday to Friday, 9:00 AM to 5:00 PM Eastern Standard Time (EST), excluding public holidays. Outside of these hours, including evenings, weekends, and public holidays, tickets are monitored by on-call personnel, with responses provided for high-priority issues only (Severity 1 and Severity 2).

Issue Severity	Definition	Response Time	Target Resolution
SEV-1: Critical (Site Down)	Website or application is down for all users OR there is major data loss, a security issue, or high financial/operational impact.	Within 2 hours	4-6 hours*
SEV-2: High	A major feature is broken. A workaround may exist, but business operations are significantly affected.	Within 4 business hours	24-48 business hours*
SEV-3: Medium	Minor bugs, UI issues, performance degradation, or non-critical issues. Not an emergency, but still requires fixing.	Within 8 business hours	3-5 business days
SEV-3: Low	General inquiries, content updates, or minor cosmetic changes with minimal business impact.	Within 1 business day	As scheduled

*Note on Resolution Times: The “Target Resolution” times listed above are standard estimates for typical issues. Actual resolution times may vary depending on the severity and complexity of the problem and the required troubleshooting.

5. Communication Protocol

When a support request is initiated, the Provider will follow a structured communication process to ensure the Client is kept informed:

• Acknowledgment: The Provider will confirm receipt of the support request. (e.g., CST email or Slack workspace)
• Next Steps: Our team will provide an initial assessment and outline the planned next steps for investigation and resolution.
• Action in Progress: Regular updates will be provided to the Client as our team works on the issue.
• Debrief and Report: Once the issue is resolved, the Provider will deliver a summary report detailing the cause and the actions taken.

6. Client Responsibilities

To ensure the effectiveness of this SLA, the Client agrees to:

• Provide timely access to necessary credentials and information.
• Notify the Provider of any planned changes that could impact the website’s performance or availability.
• Designate a primary contact person for all communications related to the Web Care plan.

7. Agreement Terms

• Service Term: This is a monthly service agreement. The Client is not locked into a long-term contract.
• Agreement Review: This SLA will be reviewed annually and may be updated to reflect new services, technologies, or client needs. Any changes will be communicated to the Client with at least 30 days’ notice.