This Service Level Agreement (SLA) outlines the terms and conditions for the provision of services by Confronting Code, a Managed IT and Web Development company, to its clients. This agreement defines the service levels, responsibilities, and performance metrics to ensure the quality and reliability of the services provided.
Service Description: Confronting Code provides a range of services, including but not limited to website development, hosting, maintenance, IT support, and consultancy.
Service Scope: The specific services to be provided to the client are detailed in the agreement or statement of work (SOW) signed by both parties.
Service Availability: Confronting Code will make reasonable efforts to ensure that services are available and accessible to the client during agreed-upon service hours, excluding scheduled maintenance periods and force majeure events.
Response Time: Confronting Code will respond to client inquiries and support requests within a specified time frame, typically within two hours of receipt during normal business hours.
Resolution Time: Confronting Code will make reasonable efforts to resolve client issues and incidents within a specified time frame, depending on the severity and complexity of the issue.
Uptime Guarantee: Confronting Code guarantees a minimum level of service uptime, typically expressed as a percentage (e.g., 99.9% uptime), excluding scheduled maintenance periods and force majeure events.
Performance Metrics: Confronting Code may measure and report on various performance metrics, such as website loading speed, server response time, and system availability, to ensure compliance with service levels.
Cooperation: The client agrees to cooperate with Confronting Code in the provision of services, including providing necessary information, access, and resources in a timely manner.
Compliance: The client agrees to comply with all applicable laws, regulations, and policies related to the use of services provided by Confronting Code.
Payment: The client agrees to pay all fees and charges associated with the services in accordance with the terms outlined in the agreement or invoice.
In the event that Confronting Code fails to meet agreed-upon service levels, the client may be eligible for service credits as compensation, subject to the terms and conditions outlined in the SLA or SOW.
Either party may terminate the service agreement with prior written notice if the other party breaches the terms of the agreement or becomes insolvent. Termination may also occur upon mutual agreement or upon completion of the services as outlined in the SLA or SOW.
Both parties agree to maintain the confidentiality of any proprietary or sensitive information exchanged during the course of the agreement.
This SLA may be amended or updated by Confronting Code with prior notice to the client. Any amendments to the SLA will be effective upon the client’s continued use of the services.
This SLA shall be governed by and construed in accordance with the laws of The United Kingdom, without regard to its conflict of law principles.
If you have any questions or concerns about this Service Level Agreement or the services provided by Confronting Code, please contact us at info@confrontingcode.com.
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