Service Level Agreement

Availability targets, response objectives, and credits apply only when a signed agreement, support plan, or statement of work expressly includes them.

Covered services

Covered services may include active website maintenance, support retainers, managed hosting coordination, monitoring, updates, security response, or other services specifically listed in a written agreement. One-time design or development projects are not uptime services unless the agreement says so.

Availability

LER Web Services will use commercially reasonable efforts to keep covered services available and functional. Actual hosting availability may depend on the hosting provider, DNS provider, CDN, third-party platforms, client accounts, plugins, APIs, and other systems outside our direct control.

Support objectives

Support objectives are based on severity and active support coverage:

• Emergency outage or active security concern: target same business day acknowledgement during covered support hours.
• High-impact production issue: target one business day acknowledgement.
• Standard support request: target two to three business days depending on queue and plan level.
• Enhancements, content changes, and new work: scheduled based on scope, priority, and approval.

Exclusions

The SLA does not cover issues caused by unpaid invoices, missing access, client-side changes, third-party outages, domain expiration, registrar problems, unsupported plugins, malware introduced outside our control, force majeure events, or work outside the active agreement.

Remedies

Unless a signed agreement provides a specific service credit, the standard remedy is reasonable troubleshooting, repair, restoration from available backups, coordination with vendors, or a written recommendation for next steps.

Escalation

Urgent issues should be reported through the support or contact channel stated in the active agreement. Include the affected URL, issue description, screenshots if helpful, recent changes, and business impact.