Effective Date: 13th July 2025
Last Updated: 13th July 2025
This Service Level Agreement (SLA) outlines the expected performance standards, response times, and responsibilities between Maxuratech (“Service Provider”) and the Client (“You”) for ongoing services such as web maintenance, managed hosting, digital marketing, tech support, and similar retained services. This SLA applies only to clients under a monthly, quarterly, or annual service agreement with Maxuratech.
1. 💠 Services Covered
This SLA applies to any of the following ongoing services offered by Maxuratech:
- Website maintenance & support
- Hosting & uptime monitoring
- TechByteFlux community tools
- Graphic design retainer services
- Software or mobile app support
- Digital marketing & content publishing
- Automation & AI integration support
Custom service packages may have additional terms stated in the individual proposal or invoice.
2. 📈 Performance Metrics
a. Uptime Guarantee (if hosting is provided)
- 99.0% monthly uptime minimum for hosted websites or platforms
- Exceptions: planned maintenance, third-party outages, force majeure
b. Response Time
- Critical issues: within 2–4 business hours
- Standard requests: within 12–24 hours
- Feature updates or changes: 1–3 business days (depending on complexity)
c. Resolution Time
- Critical issues (site down, data loss): within 4–12 hours
- Standard issues (minor bugs, UI errors): within 2–3 business days
- Feature requests: based on queue and agreed priority
3. 🧾 Client Responsibilities
To help us meet your expectations, we ask that you:
- Provide timely access to necessary systems or files
- Respond to requests for feedback or approvals within 24–48 hours
- Report issues clearly and promptly through agreed channels
- Make payments on time according to your service agreement
4. 🧑💼 Support Channels
Clients can request support through any of the following:
- 📧 Email: support@maxuratech.org.ng
- 📞 WhatsApp Business: +234 916 339 4934
- 🗂️ Client Portal (if activated for your project)
Support hours:
🕒 Monday to Friday | 9:00 AM – 5:00 PM WAT
Emergency support may be available on weekends with prior arrangement.
5. 🗓️ Scheduled Maintenance
Maxuratech performs routine maintenance to ensure service quality. We’ll always notify you at least 24 hours in advance if it may impact access or performance.
6. ❌ Exclusions
This SLA does not cover:
- Issues caused by client-side errors or unauthorized access
- Third-party plugin/app failures not managed by Maxuratech
- Outages caused by upstream providers (e.g., hosting companies)
- Expired domains or accounts not managed by Maxuratech
7. ⚖️ SLA Breach & Remedies
If Maxuratech fails to meet its SLA obligations:
- We will offer appropriate remedies such as extended support time, service credits, or partial refunds depending on the severity and agreement.
- Clients must submit SLA-related concerns in writing within 7 days of the event.
8. 📜 Review & Modification
This SLA is subject to review every 6 months or upon renewal of the service contract. Maxuratech reserves the right to update it with proper notice to the client.
📬 Contact & Escalation
For questions or SLA-related concerns, contact:
📧 sla@maxuratech.org.ng
📞 +234 916 339 4934