Service-Level Agreement (SLA): Ongoing Website Support

Overview

Service-Level Agreements (SLAs) provide predictable, ongoing monthly website support with reserved capacity, defined response expectations, and priority access to eCreations’ senior-level experts.

SLAs are designed for organizations that rely on their website as a critical business system and need consistent improvements, proactive oversight, and a long-term strategic partner—not transactional or one-off support.

This engagement model establishes a structured, recurring relationship where work is planned, prioritized, and delivered within a steady monthly cadence.

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How SLAs Work

Under this Service-Level Agreement:

• SLAs are structured as defined-term engagements (commonly 12 months), providing continuity, planning stability, and consistent access to our senior-level team.
• Support is provided on a recurring, monthly basis, with a defined level of availability reserved for your organization.
• Monthly capacity is planned in advance to ensure predictable availability and efficient resource allocation.
• Requests are prioritized according to the agreed service level, with work planned and delivered within a defined monthly capacity. SLA hours represent planned availability and do not roll over month to month.
• Billing occurs automatically at the start of each billing period, providing predictable, budgetable monthly costs.
• Maintenance and update work is performed within the allocated hours of the agreement and scheduled according to priority, scope, and current workload.

SLA hours represent planned monthly capacity rather than a bank of on-demand or roll-over time.

Time is billed in 30-minute increments, with a 30-minute minimum per work session.
Maintenance and update work is performed within the allocated hours of the agreement and scheduled according to priority and scope.

For standard requests, clients can typically expect an initial response within one business day, subject to scope, timing, and current workload.

All work is performed with professional judgment and consideration of feasibility and impact.

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How SLA Value Is Structured

SLA value is primarily derived from predictable access, priority scheduling, and continuity—not discounted hourly rates.

At lower tiers, the primary value is predictable access, priority scheduling, and continuity rather than reduced cost per hour. Discounted effective rates apply at higher tiers where larger commitments enable more efficient planning and resource allocation.

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2026 SLA Tiers & Pricing

SLA tiers are structured around reserved monthly capacity and priority access, with effective rates reflecting the level of commitment.

1 Full-Time Equivalent (FTE) = 160 hours per month

⅛ Resource
20 hours / month
$4,000 / month
Effective rate: $200/hr

¼ Resource
40 hours / month
$8,000 / month
Effective rate: $200/hr

½ Resource
80 hours / month
$14,400 / month
Effective rate: $180/hr (10% discount)

¾ Resource
120 hours / month
$20,400 / month
Effective rate: $170/hr (15% discount)

1 Full Resource
160 hours / month
$25,600 / month
Effective rate: $160/hr (20% discount)

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What’s Included (All SLA Tiers)

• Reserved monthly capacity
• Priority scheduling for incoming requests
• Ongoing familiarity with your systems and environment
• Proactive monitoring and routine maintenance activities within allocated hours
• Scheduled platform, plugin, and extension updates (WordPress / WooCommerce)
• Senior-level technical consulting and digital strategy guidance
• Search engine verification and sitemap management
• Optional PPC and Social Media support (within allocated hours)
• Managed DNS, CDN, and WAF services (where applicable)

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Is an SLA Right for You?

Service-Level Agreements are ideal for organizations that:

• Require consistent monthly website support
• Prefer predictable budgeting and scheduling
• Value continuity and long-term collaboration
• Manage multiple initiatives or complex environments

If your needs are periodic or highly variable and do not require defined response times, a Partner Agreement (PA) may be a better fit.