Service Level Agreement

1. Scope

This SLA applies to the following services where explicitly included in a Client's Agreement:

• Managed web hosting (Starter, Studio, and Enterprise packages)
• Website maintenance retainers
• Ongoing support and care plans

One-off project work (brand design, development builds, motion) is not subject to this SLA but is governed by individual project timelines set in the relevant proposal.

2. Service Tiers & Uptime Guarantee

The following uptime guarantees apply per calendar month, excluding scheduled maintenance windows:

3. Incident Classification & Response

P1 — Critical (Site Down)

The website or service is completely inaccessible to all users.

• Studio: 2-hour response, 4-hour resolution target
• Enterprise: 30-minute response, 2-hour resolution target

P2 — High (Major Functionality Impaired)

Core functionality (e.g. contact forms, checkout, login) is non-functional but the site remains accessible.

• Studio: 4-hour response, next business day resolution target
• Enterprise: 1-hour response, 4-hour resolution target

P3 — Medium (Minor Issues)

Non-critical functionality is impaired or visual issues are present.

• All tiers: Next business day response, 3 business day resolution target

P4 — Low (General Requests)

Content updates, feature requests, or questions.

• All tiers: 2 business day response, resolved within agreed sprint or monthly maintenance window

4. Scheduled Maintenance

Planned maintenance (server updates, backups, security patches) is performed during low-traffic windows, typically between 02:00–04:00 GMT on Sundays. Clients will be notified at least 48 hours in advance via email. Scheduled maintenance windows are excluded from uptime calculations.

5. Exclusions

The SLA and uptime guarantees do not apply to downtime caused by:

• Third-party service failures (domain registrars, CDN providers, payment gateways)
• Client-initiated changes, modifications, or actions that cause downtime
• Force majeure events (natural disasters, government actions, widespread internet outages)
• Client failure to apply recommended security updates within a reasonable timeframe
• Malicious attacks (DDoS, brute force) where the Company has taken reasonable mitigation steps

6. Backups

• Essential: Weekly automated backups, retained for 14 days
• Studio: Daily automated backups, retained for 30 days
• Enterprise: Daily automated backups + on-demand backup, retained for 60 days

The Company will use reasonable efforts to restore data from the most recent backup in the event of data loss. The Company is not liable for data loss beyond the most recent successful backup.

7. Service Credits

If the Company fails to meet the guaranteed uptime in a given calendar month, the Client is entitled to a service credit applied to the next invoice:

• Downtime between guarantee and 98.0%: 5% credit of that month's hosting fee
• Downtime between 98.0% and 95.0%: 10% credit
• Downtime below 95.0%: 25% credit

Service credits are the Client's sole and exclusive remedy for SLA failures. Credits must be requested within 14 days of the relevant month end by emailing hello@axenexa.co with supporting evidence.

8. Support Channels

• Email: hello@axenexa.co — all tiers
• Client Portal: billing.axenexa.co — ticket submission for all tiers
• Emergency line: Available to Enterprise clients only (details provided upon onboarding)

9. Out-of-Scope Work

Support requests that fall outside the agreed scope of a maintenance plan will be quoted separately at the Company's standard day rate. The Client will be informed and must approve before any out-of-scope work is performed.

10. Review & Amendments

This SLA is reviewed annually. The Company will notify Clients of any material changes at least 30 days in advance. Continued use of the service after the effective date of changes constitutes acceptance.

11. Contact

For SLA-related queries or to report an incident: hello@axenexa.co