Service-Level Agreement (SLA)
Welcome to My Digital Agency
Service-Level Agreement (SLA) – My Digital Agency
This Service-Level Agreement (SLA) outlines the level of service, responsibilities, and expectations between My Digital Agency and its clients. Our goal is to ensure high-quality digital services, timely project delivery, and exceptional customer support.
1. Scope of Services
My Digital Agency provides professional digital solutions, including but not limited to:
✔ Website Development & Maintenance
✔ SEO & Digital Marketing
✔ Social Media Management
✔ Branding & Graphic Design
✔ Content Creation
✔ E-commerce Solutions
✔ Web Hosting & Domain Services
This SLA defines the service performance standards, response times, and resolution procedures applicable to all clients.
2. Service Availability & Uptime
✔ Our services, including web hosting and maintenance, guarantee 99.9% uptime (excluding scheduled maintenance).
✔ Scheduled maintenance will be communicated at least 48 hours in advance via email or dashboard notifications.
✔ Emergency maintenance may be performed without prior notice if required for security or technical stability.
3. Response & Resolution Time
We prioritize client requests based on the severity of the issue:
| Issue Type | Response Time | Resolution Time |
|---|---|---|
| Critical (e.g., website down, security breach) | Within 1 hour | Within 4-12 hours |
| High (e.g., major functionality issue, broken features) | Within 4 hours | Within 24 hours |
| Medium (e.g., minor bug, design changes, content updates) | Within 8 hours | Within 2-5 business days |
| Low (e.g., general inquiries, minor requests) | Within 24 hours | Within 7 business days |
Note: Resolution times may vary based on complexity. Clients will receive real-time updates on request progress.
4. Client Responsibilities
✔ Provide necessary content, approvals, and feedback in a timely manner.
✔ Maintain updated login credentials and security measures for their accounts.
✔ Ensure third-party integrations comply with industry standards and are not compromised.
✔ Notify My Digital Agency of any critical service issues as soon as possible.
5. Service Limitations & Exclusions
This SLA does not cover:
❌ Issues caused by third-party providers (e.g., domain registrars, payment gateways).
❌ Downtime due to force majeure events (e.g., natural disasters, cyberattacks).
❌ Unauthorized modifications or tampering by the client or third-party users.
❌ Services not explicitly covered under the signed service contract.
6. Escalation & Dispute Resolution
✔ If a service issue is unresolved within the stated timeframe, clients may escalate their request to higher management by emailing customer@mydigitalagency.site.
✔ Disputes will be reviewed and resolved within 10 business days.
✔ If further action is needed, third-party mediation may be considered.
7. Service Termination & SLA Review
✔ Either party may terminate the service agreement with 30 days’ written notice.
✔ My Digital Agency reserves the right to update this SLA with prior client notification.
✔ Clients will receive an annual review of performance metrics to ensure continuous service improvement.
8. Contact & Support
📞 Phone: +1-(260) 854-2041
📧 Email: customer@mydigitalagency.site
My Digital Agency, we are committed to delivering exceptional digital services with reliability, transparency, and client satisfaction.