Service-Level Agreement (Effective through February 28, 2026)

What This Service-Level Agreement Is
This Service-Level Agreement (SLA) is a recurring, monthly engagement designed for clients who want predictable access, defined response expectations, and consistent prioritization for ongoing website support.

Rather than pre-purchasing blocks of time, an SLA reserves a portion of ongoing capacity on a month-to-month basis. This structure supports steady collaboration, clearer planning, and reliable availability throughout the engagement.

This version of the Service-Level Agreement applies to engagements active through February 28, 2026.

Effective Period
This Service-Level Agreement applies to monthly support provided through February 28, 2026.

SLAs established under these terms remain in effect for their active billing period. New Service-Level Agreements beginning on or after March 1, 2026 are governed by our updated SLA structure.

How This Agreement Works
Under this Service-Level Agreement:

• Support is provided on a recurring, monthly basis
• A defined level of ongoing availability is reserved each month
• Requests are prioritized according to the agreed service level
• Billing occurs automatically at the start of each billing period

This structure is designed to support ongoing needs without requiring time to be pre-purchased in advance.

What This Agreement Provides
Clients using this Service-Level Agreement typically benefit from:

• Predictable monthly access and availability
• Defined response expectations
• Clear prioritization of requests
• Consistent communication and continuity

The purpose of an SLA is reliability and structure, not speed at all costs.

What This Agreement Does Not Provide
To avoid misunderstandings, this Service-Level Agreement does not include:

• Unlimited work or open-ended effort
• Guaranteed immediate turnaround
• On-demand or interrupt-driven service
• A predefined quantity of billable hours

An SLA defines how support is delivered, not how much work is included.

Choosing Between an SLA and a Partner Agreement
Clients typically choose one engagement model based on how they prefer to work:

• A Partner Agreement (PA) provides a pre-paid allocation of time that is drawn down as work is completed
• A Service-Level Agreement (SLA) provides recurring monthly availability and prioritization without pre-purchasing time

Both models support ongoing work, but they are structured differently to fit different needs.

Who This Agreement Is a Good Fit For
This Service-Level Agreement is typically a good fit for clients who:

• Want predictable, budgetable monthly support
• Prefer a steady engagement model over pre-paid time
• Rely on their website for ongoing operations
• Value consistency, clarity, and responsiveness

If your needs are infrequent or highly variable, a Partner Agreement may be a better fit.

A Note on Evolving Service Structures
Our Service-Level Agreement offerings are periodically reviewed and refined to better support long-term client success.

This version applies through February 28, 2026. Updated SLA options are available for engagements beginning March 1, 2026 and beyond.

If you’re unsure which engagement model is most appropriate, we’re happy to help you think it through before you proceed.