This Service Level Agreement (“Agreement”) outlines the terms and conditions under which Coast IT (“Service Provider”) agrees to deliver services to you (the “Client”). By engaging Coast IT for services, you agree to be bound by the terms of this SLA.
1. Purpose
The purpose of this SLA is to ensure that both the Client and the Service Provider share a clear understanding of service levels, expectations, and responsibilities regarding the delivery of our comprehensive suite of digital and technical services.
2. Scope of Services
This Agreement applies to the following services provided by Coast IT:
- Hosting Services
- Domain Registration
- Website Design
- Content Writing
- Search Engine Optimization (SEO)
- Website Development
- Software Development
- AI Automation Services
- Digital Marketing
- Google Ads Management
- VoIP and PBX Services
3. Service Availability
Coast IT commits to providing optimal service availability:
- Normal Business Hours: Services are available during regular business hours, defined as Monday to Friday, from 8:00 AM to 5:00 PM (South African Standard Time), excluding public holidays.
- Service Downtime: Scheduled maintenance will be communicated to the Client at least 48 hours in advance. During these periods, Coast IT will strive to minimize any potential downtime.
4. Response Times
Coast IT will address service requests promptly based on issue severity:
- Critical Issues: Response within 1 hour (e.g., complete service outages or major functionality loss affecting core business operations).
- High Priority Issues: Response within 4 hours (e.g., significant impact on service, albeit with limited operational continuity).
- Medium Priority Issues: Response within 1 business day (e.g., non-critical problems that do not severely affect operations).
- Low Priority Issues: Response within 2 business days (e.g., minor concerns or general inquiries not impacting immediate functionality).
5. Service Commitments
Coast IT is dedicated to delivering high-quality services through the following commitments:
- Professional Standards: All services will be provided in a professional manner in line with industry best practices.
- Issue Resolution: The Service Provider will take all reasonable steps to swiftly resolve reported issues, including root cause analysis, implementation of fixes, and thorough testing to ensure complete resolution.
6. Client Responsibilities
To support effective service delivery, the Client agrees to:
- Communication: Promptly report issues or service requests using designated communication channels.
- Access: Provide necessary access to systems, accounts, and information required to facilitate service delivery.
- Feedback: Deliver timely and constructive feedback regarding service quality to drive continuous improvement.
7. Performance Monitoring
Coast IT will continuously monitor service performance and provide performance reports upon request. Key performance metrics include:
- Service uptime percentages
- Response and resolution times
- Client satisfaction ratings
8. Penalties for Non-Compliance
In the event that Coast IT does not meet the outlined service levels, the following measures may be enacted:
- Service Credits: The Client may receive service credits applicable to future invoices. The credit amount will be determined based on the severity and duration of the service disruption.
- Termination Rights: Repeated failure to meet service levels may grant the Client the right to terminate the Agreement without penalty, following a reasonable opportunity for Coast IT to rectify the issues.
9. Term and Termination
This SLA shall commence upon execution of the service agreement and remain in effect for the duration of services provided by Coast IT. Either party may terminate this SLA with written notice if the other party materially fails to comply with its terms.
10. Governing Law
This SLA shall be governed by and construed in accordance with the laws of the applicable jurisdiction in South Africa. Both parties consent to the exclusive jurisdiction of the relevant courts within this region.
11. Amendments
Coast IT reserves the right to amend this Service Level Agreement at any time. Clients will be promptly notified of any significant changes, ensuring full transparency and the opportunity to review and discuss amendments prior to their implementation.
