Service Level Agreement (SLA) for Krystal Dynamix
1. Purpose
This agreement defines the professional standards and service commitments Krystal Dynamix provides to its clients. Our goal is to ensure clear communication and timely delivery of high-quality digital solutions.
2. Scope of Services
This SLA applies to all active web development and graphic design projects. It covers the agreed-upon project deliverables and the post-delivery support period as defined in your specific project contract.
3. Response Times
Krystal Dynamix is committed to timely communication. We guarantee the following response times for support inquiries submitted via our official channels:
– Acknowledgement: We will acknowledge receipt of your inquiry within 24 business hours.
– Resolution/Updates: We aim to provide a meaningful status update or resolution within 3 business days, depending on the complexity of the request.
4. Revision Policy
To ensure satisfaction, our service includes a defined number of revision cycles as specified in your project quote:
– Minor Revisions: Changes to text, colors, or images.
– Major Revisions: Structural changes or requests outside the initial project brief may be subject to additional fees.
5. Client Obligations
To ensure we meet our project timelines, the client agrees to:
– Provide all necessary assets (logos, content, brand guidelines) at the project commencement.
– Provide timely feedback on draft deliverables.
– Notify Krystal Dynamix immediately of any technical issues encountered.
6. Service Exclusions
This SLA does not cover:
– Issues caused by third-party plugins or external code not managed by Krystal Dynamix.
– Problems resulting from unauthorized changes made by the client to the project files or website environment.
7. Working Hours
Our standard support hours are Monday through Saturday, 9:00 AM to 6:00 PM (WAT). Support inquiries submitted outside of these hours will be addressed on the following business day.