Service Level Agreement (SLA)

Service Level Agreement (SLA) for Digicue Digital

1. Introduction

This Service Level Agreement (SLA) is a policy governing the use of services provided by Digicue Digital to its clients. This SLA is an integral part of the contract between Digicue Digital and its clients, alongside the Terms and Conditions and Privacy Policy.

2. Service Commitments

Service Availability: Digicue Digital commits to a 99% service uptime, excluding scheduled maintenance times.
Support Availability: Customer support will be available during business hours (9:00 AM to 5:00 PM AEST), and after hours.

3. Web Design and Development Services

Completion of web design and development projects will adhere to the timeline agreed upon in the client proposal.
Any delays due to client-side factors (such as late provision of necessary materials) may extend the delivery timeline.

4. Digital Marketing Services

Digicue Digital will provide fortnightly reports on marketing campaigns and include professional recommendations for improvements.
Campaign adjustments will be made in a timely manner based on client feedback and market analysis.

5. Website Maintenance Services

Regular maintenance and updates will be conducted as per the agreed schedule.
Emergency maintenance issues will be addressed within 24 hours of notification.

6. Client Responsibilities

Clients are responsible for providing all necessary information, materials, and feedback in a timely manner to ensure smooth delivery of services.
Failure to provide necessary inputs from the client side may affect the service quality and delivery timelines.

7. Performance Review and Metrics

Service performance will be reviewed quarterly, and metrics will be provided to clients detailing service effectiveness and areas for improvement.

8. Remedies for Non-Compliance

In case of non-compliance with the agreed service levels, Digicue Digital will offer service credits or other remedies as detailed in the client contract.

9. Changes to the SLA