Purpose
This Service Level Agreement (SLA) outlines the service standards, response expectations, and support commitments that clients can expect from ViableVista.
Business Hours
Our standard business hours are:
- Monday to Friday
- Excluding public holidays
- Remote service delivery for clients worldwide
Response Times
General Inquiries
Within 1 business day.
Support Requests
Within 1 business day.
Critical Website Issues
Priority response as soon as reasonably possible during normal business hours.
Website Maintenance
Maintenance services may include:
- Plugin updates
- Theme updates
- CMS updates
- Security monitoring
- Routine backups
- Performance improvements
- Minor content changes (where included in the selected service plan)
Project Delivery
Estimated delivery timelines are provided in each project proposal or agreement.
Delivery timelines depend on:
- Timely client communication
- Availability of required content
- Approval turnaround times
- Third-party integrations or services
Delays caused by client-side dependencies may extend the estimated delivery date.
Support Scope
Support covers only the services included in the agreed proposal, contract, or maintenance plan.
Support does not include:
- Major website redesigns
- New feature development
- Third-party software issues
- Custom integrations outside the agreed project scope
Scheduled Maintenance
From time to time, websites may require scheduled maintenance to improve security, stability, or performance.
Where practical, clients will be notified in advance of any planned maintenance.
Service Availability
While we strive to provide reliable and high-quality services, uninterrupted website availability cannot be guaranteed due to factors beyond our reasonable control, including hosting providers, internet infrastructure, third-party software, cyber incidents, or force majeure events.