Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) defines the expected service standards, support response times, maintenance scope, and operational commitments provided by Webstok (“we”, “our”, or “us”) under its Solution Partnership and managed service offerings.

By using Webstok services, you agree to the terms outlined in this SLA.

---

1. Scope of SLA

This SLA applies to services provided under Webstok’s managed solution partnership model, including:

• Web applications and SaaS platforms
• Mobile applications
• Ecommerce systems
• Business automation systems
• AI integrations and digital platforms
• Hosting and infrastructure management (if included in plan)

This SLA does not apply to third-party services outside Webstok’s control.

---

2. Service Availability (Uptime)

We aim to maintain high system availability through managed infrastructure and cloud services.

• Target uptime: 99% to 99.9% (depending on plan and infrastructure)
• Scheduled maintenance may temporarily affect availability
• Emergency maintenance may be performed if required for security or stability

Downtime caused by third-party providers, hosting platforms, or force majeure events is not included in uptime guarantees.

---

3. Support Response Time

Support requests are categorized based on priority:

Critical Issues

(System down, major failure, payment or core system outage)

• Response Time: Within 4–8 business hours
• Resolution: As quickly as possible depending on severity

High Priority Issues

(Significant feature failure or performance issues)

• Response Time: Within 1 business day
• Resolution: Within 1–3 business days

Medium Priority Issues

(Non-critical bugs or functional issues)

• Response Time: Within 2 business days
• Resolution: Within 3–5 business days

Low Priority Requests

(UI changes, minor improvements, general queries)

• Response Time: Within 3–5 business days

---

4. Maintenance & Updates

Under the Solution Partnership model, Webstok provides:

• Regular system updates and improvements
• Security patches and vulnerability fixes
• Performance optimization
• Bug fixes within agreed scope
• Infrastructure monitoring and support

Major feature upgrades or new functionality may be treated as separate development scope.

---

5. Monitoring & Infrastructure

We continuously monitor systems for:

• Server performance
• Application health
• Database stability
• Security threats
• API and integration failures

Automated and manual monitoring tools are used to ensure system reliability.

---

6. Exclusions

This SLA does not cover:

• Issues caused by client-side modifications or unauthorized changes
• Third-party service failures (payment gateways, APIs, cloud providers)
• Internet or connectivity issues on client side
• Misuse of system or breach of usage guidelines
• Force majeure events (natural disasters, outages beyond control)

---

7. Client Responsibilities

Clients are responsible for:

• Providing timely access and credentials when required
• Reporting issues with clear descriptions
• Maintaining internal user discipline and correct system usage
• Ensuring compliance with agreed usage terms

Delays in communication may impact resolution timelines.

---

8. Performance Optimization

Webstok ensures systems are built with scalability in mind. Performance tuning may include:

• Code optimization
• Database improvements
• Caching strategies
• Load handling improvements
• Infrastructure scaling recommendations

---

9. Service Renewal

This SLA is valid only during an active subscription or partnership period.

Continuity of SLA benefits requires:

• Active renewal of solution partnership plan
• No outstanding payments or contractual breaches

---

10. Limitation of Liability

Webstok is not liable for:

• Business losses due to downtime or system usage
• Third-party service failures
• Data loss caused by external factors or client actions
• Indirect or consequential damages

---

11. SLA Updates

We may update this SLA periodically to reflect improvements in services, infrastructure, or operational policies. Updates will be posted on this page with the revised date.

---

12. Contact Information

For SLA-related queries or support requests: