This Service Level Agreement ("SLA") outlines the general service standards and support expectations provided by Misao Web Solutions for eligible website hosting, maintenance, and technical support services.
The specific services provided to each client may vary depending on the selected service plan, project agreement, quotation, or maintenance package.
1. Scope of Services
Depending on the selected plan or agreement, services may include:
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Website hosting
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Website monitoring
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Website maintenance
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Security updates
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Software and plugin updates
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Technical support
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Website backups
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Error troubleshooting
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Minor website updates
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Performance improvements
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Custom development support
Services not included in the client's selected plan may be subject to additional charges.
2. Service Availability
We aim to provide reliable and stable services.
However, uninterrupted availability cannot be guaranteed due to factors including:
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Scheduled maintenance
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Emergency maintenance
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Server issues
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Internet connectivity issues
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Third-party provider outages
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Security incidents
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Software failures
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Events beyond our reasonable control
Where possible, planned maintenance may be scheduled to minimize disruption.
3. Technical Support
Clients may contact Misao Web Solutions regarding technical issues related to services covered by their active plan or agreement.
Support may include assistance with:
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Website errors
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Hosting-related issues
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Website functionality issues
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Technical troubleshooting
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Maintenance-related concerns
Requests outside the agreed service scope may require additional development time and charges.
4. Support Response Times
We aim to respond to support requests within a reasonable timeframe.
Response times may depend on:
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The severity of the issue
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The complexity of the problem
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The client's service plan
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Availability of third-party providers
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The information required to investigate the issue
Critical issues affecting the availability or core functionality of a website may be prioritized.
A response time refers to the time taken to acknowledge or begin reviewing a request and does not guarantee that the issue will be resolved within the same timeframe.
5. Issue Priority
Support issues may generally be prioritized as follows:
Critical
Issues that make a website or essential service completely unavailable or unusable.
High
Major functionality is affected, but parts of the website or service remain available.
Normal
A non-critical feature or function is experiencing an issue.
Low
Minor issues, general questions, improvement requests, or cosmetic changes.
Misao Web Solutions may determine the appropriate priority level based on the impact of the issue.
6. Maintenance Services
Maintenance services may include updates, monitoring, troubleshooting, and other services included in the client's selected maintenance plan.
Major redesigns, new modules, complex integrations, or significant feature development are generally considered separate development work unless specifically included in the service agreement.
7. Website Backups
Backup services may be provided depending on the selected hosting or maintenance plan.
While we take reasonable measures to maintain backups where included, we cannot guarantee that every file or database can be recovered in every situation.
Clients are encouraged to maintain their own independent backups of important data.
8. Security
We may implement reasonable security measures to help protect websites and hosting environments.
These measures may include updates, monitoring, access controls, and security-related maintenance.
However, no website or online system can be guaranteed to be completely secure.
The SLA does not guarantee protection against all cyberattacks, malware, vulnerabilities, unauthorized access, or data loss.
9. Client Responsibilities
To receive effective support and maintenance services, clients should:
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Provide accurate information about reported issues
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Provide required access when necessary
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Maintain valid contact information
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Keep login credentials secure
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Pay applicable invoices on time
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Maintain required third-party subscriptions
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Provide timely approvals and responses
Delays caused by missing information, access restrictions, or delayed client responses may affect resolution times.
10. Exclusions
Unless specifically included in a written agreement, this SLA does not cover:
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New website development projects
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Major redesigns
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New custom features
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Third-party service failures
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Domain registrar issues
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Payment gateway outages
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Client-side changes made without our involvement
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Security issues caused by compromised client credentials
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Problems caused by unsupported third-party software
11. Changes to This SLA
Misao Web Solutions may update this Service Level Agreement to reflect changes in our services, technologies, or operational practices.
The applicable service agreement, quotation, or maintenance plan may provide additional or different terms for specific clients.
12. Contact Us
For support requests or questions regarding this Service Level Agreement, please contact Misao Web Solutions using the contact details available on our website.
Misao Web Solutions
Professional Website Development, Hosting, Maintenance & Custom Web Solutions