Service Level Agreement

This Service Level Agreement (SLA) applies to monthly Performance & Growth Support and Consultancy services provided by Dazze LTD.

Service Level Agreement

1. Scope of Services

This section outlines the categories of requests we respond to under this SLA and the response times that apply. For what is included in your monthly fee versus chargeable separately, see Section 5.

• Website updates (content changes or new developments).
• General support and troubleshooting
• Communication via email or Slack

2. Response Times

We aim to provide prompt responses to support requests during business hours.

🔴 High (e.g., website down)

• Critical issues affecting website function.
• Response time: Within 2 business hours
• Resolution time: Within 1 business day

🟠 Medium (e.g., broken features)

• Issues impacting functionality but not critical.
• Response time: Within 8 business hours
• Resolution time: Within 1-3 business days

🟢 Low (e.g., content updates)

• Non-urgent changes or requests.
• Response time: Within one business day
• Resolution time: Within 3 business days

3. Business Hours

Our standard business hours are:

• Monday to Friday: 9:00 AM – 7:00 PM London, UK
• Weekends and Public Holidays: Out-of-hours rates apply (see Section 4)

4. Out-of-Hours Requests

For support outside standard business hours:

• Response Time: Best effort, but no guarantee of immediate response
• Rates: £180 + VAT per hour (2x standard hourly rate)

5. Additional Costs

Your monthly Performance & Growth Support fee covers website hosting, security, platform and plugin maintenance, and brief troubleshooting or advice we can answer directly, without research or account investigation. The following are not included and will incur additional costs, which will be shared before work commences:

• Any request that changes site content, design, or functionality, for example updating a homepage banner, adding a product, or building a new page
• Troubleshooting or advice requiring research, account investigation, or a detailed written response beyond a brief reply
• Requests requiring new development
• Urgent requests requiring same-day resolution (subject to availability)

6. Support Channels

We provide support via the following channels:

• Email: hello@dazze.studio
• Slack: Private channel/workspace
• WhatsApp: +44 077 363 11660

7. Exclusions

This SLA does not cover:

• Third-party software or service issues beyond our control
• User errors or training requirements
• Website redevelopment projects. Examples, but not limited to, below:
  • 1. Complete website redesigns, such as implementing a new theme or branding overhaul.
  • 2. Major structural changes, including creating or reorganising navigation or site architecture.
  • 3. Developing custom features, plugins, or integrations beyond basic configurations.
  • 4. Large-scale content migration or SEO overhauls requiring significant technical work.
  • 5. Performance optimisation requiring extensive server or code changes.
  • 6. Compliance updates, such as GDPR or ADA implementations that involve custom solutions.
  • 7. Any other significant changes requiring detailed planning and resources.

8. Disclaimer

While we strive to meet the outlined response times, unforeseen circumstances (e.g., technical issues, emergencies) may cause delays. We will notify you of any delays promptly.