This Service Level Agreement (SLA) sets forth the terms and conditions between Digiparter (“Service Provider”) and the client (“Client”) for the provision of digital marketing and development services, including but not limited to website and mobile app development, custom logo design, SEO, e-commerce solutions, and other digital presence services.

By entering into this agreement, both parties agree to the following terms:

1. Purpose

The purpose of this SLA is to define the level of service that Digiparter will provide to the Client for all agreed-upon services, including deliverables, timelines, and performance standards. It establishes expectations for both parties and helps ensure a transparent working relationship.

2. Services Provided

Digiparter will provide the following services to the Client as outlined in the specific project agreement:

  • Website & Mobile App Development: Design, development, and deployment of custom websites and mobile applications tailored to the Client’s requirements.
  • Custom Logo Design: Creation of unique logos that represent the Client’s brand identity.
  • Search Engine Optimization (SEO): Implementation of SEO strategies aimed at improving the Client’s website ranking and visibility.
  • E-commerce Solutions: Design and development of e-commerce platforms, including product integration, shopping cart functionality, and payment gateway setup.
  • Other Digital Presence Services: Social media management, online advertising campaigns, content creation, and more.

3. Service Level Objectives

  • Response Time: Digiparter will acknowledge Client inquiries and requests within [X] business hours of receiving them. For critical issues, we will respond within [X] hours.
  • Resolution Time: Digiparter will resolve issues and address Client concerns within a reasonable timeframe, which may vary depending on the complexity of the issue. A resolution or proposed solution will be provided within [X] business days.
  • Project Completion: Digiparter will deliver the agreed-upon project or service within the timeframes outlined in the individual project agreement. If delays are expected, the Client will be notified promptly.
    • For example, for website development, the completion timeframe may be [X] weeks from the project start date, unless otherwise agreed upon in writing.

4. Performance Standards

  • Quality of Work: Digiparter commits to delivering services and products that meet industry standards for quality and functionality. All work will be tested and reviewed internally to ensure the highest standards before delivery to the Client.
  • Availability: Digiparter guarantees 99% uptime for websites and services hosted or managed by Digiparter. If downtime occurs due to service issues, Digiparter will work promptly to restore services within an agreed-upon timeframe.

5. Client Responsibilities

For Digiparter to meet the service levels outlined in this agreement, the Client must fulfill the following responsibilities:

  • Timely Communication: The Client must respond to Digiparter’s requests for feedback, approvals, and content within [X] business days.
  • Access to Resources: The Client must provide access to necessary systems, tools, and resources (such as hosting accounts, brand assets, content, etc.) as required for the completion of services.
  • Payments: The Client must make timely payments as per the agreed-upon terms in the project agreement.

Failure to meet these responsibilities may affect the agreed-upon timelines, deliverables, and service quality.

6. Service Availability & Support

  • Business Hours: Digiparter’s standard business hours are from [Insert time] to [Insert time], [Insert days of the week]. Support outside of these hours may be available upon prior arrangement and may incur additional fees.
  • Support Channels: The Client can reach out for support through the following channels:
  • Priority Support: For high-priority issues or emergencies, Digiparter will provide immediate assistance during business hours. Emergency support outside of regular hours will be addressed promptly depending on the urgency, and additional fees may apply.

7. Service Credits & Penalties

  • Service Credits: In the event that Digiparter fails to meet the performance standards or service levels outlined in this SLA, the Client may be eligible for service credits. The details of such credits will be outlined in the project-specific agreement.
  • Penalties for Delays: If Digiparter fails to meet the agreed-upon deadlines or deliverables, a penalty fee may be applied, as specified in the individual project agreement.

8. Confidentiality & Data Protection

  • Confidentiality: Both parties agree to maintain the confidentiality of any proprietary or confidential information shared during the course of the project. This includes intellectual property, business strategies, customer data, and any other sensitive information.
  • Data Protection: Digiparter is committed to protecting the Client’s data in compliance with applicable data protection laws (such as GDPR, CCPA, etc.). Any data collected as part of the services provided will be securely handled and will not be shared with unauthorized third parties.

9. Termination of Services

  • Termination by Client: The Client may terminate the service by providing written notice to Digiparter. In the case of termination, the Client is responsible for payment for all services rendered up until the termination date.
  • Termination by Digiparter: Digiparter may terminate the service if the Client fails to meet payment obligations, breaches the terms of this agreement, or fails to provide the necessary cooperation for project completion. In such cases, the Client will be responsible for all payments due for services rendered until the date of termination.

10. Agreement Review & Changes

  • Review: This SLA will be reviewed periodically to ensure it remains relevant and effective. Both parties will be notified in advance of any changes to the agreement.
  • Amendments: Any amendments or modifications to this SLA must be agreed upon in writing by both parties and signed by authorized representatives.

11. Dispute Resolution

In the event of a dispute, both parties agree to resolve the issue through amicable negotiations. If a resolution cannot be reached, the dispute will be settled through binding arbitration under the laws of [Insert jurisdiction].

12. Limitation of Liability

Except as required by law, Digiparter will not be liable for any indirect, incidental, special, or consequential damages arising out of this agreement, including but not limited to loss of revenue, business interruption, or loss of data.

13. Contact Information

For any questions or concerns regarding this Service Level Agreement, please contact Digiparter at:

Email: [info@digiparter.com]
Phone: [+1 437 898 2223]
Website: [www.digiparter.com]