0.1. A service level agreement (“SLA”) refers to the contract that outlines the terms, conditions, and responsibilities between Wilman Rise and the Client, describing the expected level of service, timelines, and responsibilities of each party.
0.2. A “project” includes web design, graphic design, hosting solutions, social media marketing, or any other service provided by Wilman Rise. It may consist of deliverables such as website builds, graphic design, content, social media strategies, or digital marketing campaigns.
0.3. “Impact” refers to any situation where either Wilman Rise or the Client is unable to perform its contractual obligations due to the actions or inactions of the other party. This may include but is not limited to, delays in providing necessary information or assets, failure to meet deadlines or lack of timely communication.
0.4. The term “contract” refers to the legally binding agreement between Wilman Rise and the Client, based on the terms outlined in this SLA.
1.1. Response Times: Emails will be responded to within 48 hours during business hours (Monday to Friday, 9:00 AM to 5:00 PM). Urgent requests, as defined in section 8.9, will be handled accordingly. Phone calls will be returned within 24 hours.
1.2. Planning: Projects are scheduled weekly, and Clients are advised to plan their needs accordingly. Delivery timelines will be agreed upon based on workload and project scope.
1.3. Submission of Requests: Clients must provide clear instructions and materials at the beginning of each project. This includes:
1.4. Timely Responses: Delays caused by late submissions or incomplete information provided will affect the project schedule and may incur additional costs. Ensure all materials are provided in advance, ideally using the assigned format.
1.5. Acceptable Communication Channels: Requests made via email or phone are considered formal. Informal communications via social media (e.g., Facebook, text) will not be acknowledged for official project updates or changes.
2.1. This SLA applies to all services provided by Wilman Rise unless otherwise agreed in writing.
2.2. The Client agrees to the terms of this SLA on acceptance of the project quotation or proposal via email or signed agreement.
2.3. Wilman Rise reserves the right to modify these terms periodically, with updates provided to existing Clients.
3.1. Initial Estimates: Wilman Rise provides initial estimates based on the project scope and the number of revisions. The final amount may vary based on project changes or additional requests.
3.2. Scope Changes: Any work outside the initial scope of the project will result in additional charges, which will be communicated via email before commencing additional work.
3.3. Confidentiality: All documents, quotes, and project-related communications are confidential and cannot be shared with third parties without the written consent of Wilman Rise.
3.4. Validity of Quotes: All quotes are valid for 14 days unless stated otherwise.
3.5. Payment Schedule: A 50% deposit is required before the start of any project. The remaining balance is due upon completion. Large projects may be invoiced in instalments.
4.1. Work will not commence until Wilman Rise receives written approval of the project proposal via email.
5.1. Wilman Rise may engage third-party vendors for certain aspects of a project (e.g., hosting, printing), but will not be responsible for the third party’s performance or any resulting delays.
6.1. Any requested project changes after approval will result in additional costs or adjustments in delivery timelines.
7.1. Graphic Design: Once the design direction is approved, additional significant changes will incur extra fees, which will be communicated before work begins.
7.2. Website Projects: Web projects are subject to potential scope changes due to the complexity of development. Clients are encouraged to include a contingency budget to accommodate unexpected tasks.
7.3. Revisions and Approvals: The Client will receive proofs or drafts for approval. Changes beyond the agreed scope will incur extra charges.
8.1. Wilman Rise provides website design, development, and hosting services. An estimate will be provided before project commencement.
8.2. Backup Support Hours: Monday to Friday, 9:00 AM to 5:00 PM. Support requests made outside of these hours will be addressed the next business day.
8.3. Service Categories: Support requests will be classified as follows, and response times will depend on the issue’s severity:
9.1. Wilman Rise retains the intellectual property of all work, including source files until full payment is received.
9.2. Upon final payment, all design and project materials become the Client’s property, except for reusable components like stock images or third-party assets.
9.3. Wilman Rise reserves the right to showcase projects in its portfolio for promotional purposes.
10.1. Payments are due as per the agreement on the quotation, typically 50% upfront and 50% upon completion.
10.2. Payments are due within 7 days of the invoice date. Late payments may incur a 20% annual interest charge.
10.3. Non-payment: In cases of overdue payments exceeding 30 days, Wilman Rise may halt ongoing services and take further legal action if necessary.
11.1. Wilman Rise provides third-party hosting solutions and is not liable for service outages or disruptions caused by hosting providers.
11.2. Data Backup: Websites are backed up daily by third-party hosting providers.
11.3. If the Client wishes to transfer their website to another provider, Wilman Rise will assist, provided all invoices are settled in full.
12.1. Basic SEO services are included in web design packages. Wilman Rise does not guarantee search engine rankings, as these may fluctuate over time.
13.1. Either party may terminate the agreement with 14 days’ notice if the other party fails to meet their obligations.
13.2. In case of termination by the Client, all work completed to date must be paid for in full. If Wilman Rise terminates due to non-payment, the full balance is due immediately.
13.3. Non-response to communications for more than 30 days will be considered a breach of contract, and Wilman Rise may suspend or terminate services with 14 days’ notice, on which date the full balance is due immediately.
14.1. Wilman Rise is not responsible for delays caused by third parties or external factors.
14.2. Wilman Rise accepts no responsibility for any financial loss suffered due to project delays, third-party failures, or missed deadlines.
15.1. Wilman Rise will use Client data solely for project-related purposes, or market research purposes.
By signing below, I confirm that I have read, understood, and agree to the terms outlined in this Service Level Agreement (SLA). I acknowledge that the terms reflect the agreed scope of services, deliverables, and responsibilities between Wilman Rise and myself.