This Service Level Agreement (“SLA”) outlines the service standards, support levels, maintenance commitments, uptime expectations, and responsibilities related to the services provided by SetupMyBusiness (“SMB,” “we,” “our,” “us”) to the Client (“you”).
This SLA applies to all ongoing services, retainers, hosting plans, maintenance packages, support plans, and managed solutions offered by SMB, unless otherwise specified in a separate written agreement.
1. Purpose of This SLA
- Define service performance expectations
- Establish support response and resolution times
- Set uptime guarantees (where applicable)
- Clarify responsibilities for both SMB and the Client
- Ensure transparency in how SMB delivers and maintains services
This SLA does not apply to one-time projects unless explicitly included in the agreement.
2. Services Covered Under This SLA
- Website development & maintenance
- Custom software development
- SaaS tools & dashboards
- Discord & Telegram bots
- Hosting & cloud infrastructure
- DevOps & server management
- Marketing retainers
- SEO, content, CRO, and analytics retainers
- E-commerce store management
- Brand support and creative services
- Trading bots & quant dashboards (non-financial guarantees)
- General support & consultation services
Some services may have additional terms specified in your proposal or contract.
3. Support Availability
SMB provides support according to the Client’s selected plan:
A. Standard Support (Included in Most Plans)
- Hours: Monday to Friday
- Time: 8:00 AM - 6:30 PM CST
- Channels: Email, ticketing, Discord (for bot-related clients)
B. Priority Support (Pro & Elite Plans / Retainers)
- Faster response times
- Priority queue
- Extended hours or weekend support (if defined in your plan)
C. Emergency Support
For critical outages only:
- 24/7 emergency contact (if included in your retainer)
- Applies ONLY to: Website down, Bot down, Server outage, API failure breaking core functionality
- Non-urgent issues do NOT qualify for emergency support.
4. Response Time Commitments
| Issue Severity |
Description |
Response Time |
| Critical (P1) |
Full outage, website down, bot offline, server not responding |
1–4 hours |
| High (P2) |
Major features not working, API errors, broken flows |
4–12 hours |
| Medium (P3) |
Functional bugs, layout issues, broken forms |
12–48 hours |
| Low (P4) |
Minor visual issues, content updates, non-urgent requests |
48–72 hours |
| Enhancement |
Feature requests, improvements |
By agreement |
Response time = time to acknowledge and begin addressing the issue.
5. Resolution Time Expectations
- Critical Issues: 1–24 hours
- High Priority: 1–3 business days
- Medium Priority: 3–7 business days
- Low Priority: 5–10 business days
- Enhancements: Timeline agreed before implementation
Resolution times may vary based on complexity, dependencies, third-party systems, or client delays.
6. Uptime Guarantee (If Hosting/SaaS Included)
For services hosted or managed by SMB:
- Uptime Commitment: 99.5% Monthly Uptime
- This applies to: Websites on SMB-managed hosting, SaaS dashboards, Client portals, Cloud services associated with DevOps retainers, Discord/Telegram bots hosted by SMB
- Downtime Exclusions: Scheduled maintenance, Force majeure events, Third-party outages (AWS, Cloudflare, etc.), Client-side issues (DNS misconfiguration, expired domain, etc.), Code modified by the client or third-party developers
7. Scheduled Maintenance
- Clients are notified at least 24 hours in advance
- Maintenance is usually performed during low-traffic hours
- Downtime during scheduled maintenance does not count as outage time
8. Client Responsibilities
- Provide timely access to platforms, hosting, and accounts
- Supply accurate information and content
- Respond to communication promptly
- Avoid giving unauthorized third parties access to SMB-managed systems
- Maintain necessary licenses/subscriptions for third-party tools
- Not modify SMB-built systems without approval
Client delays may affect project or support timelines.
9. Exclusions (What This SLA Does NOT Cover)
- Issues caused by user error
- Problems resulting from unauthorized modifications
- Hosting environments not managed by SMB
- Third-party platform outages (MEXC, Binance, Cloudflare, Google, Meta, etc.)
- Custom feature development or new requests
- Data loss caused by external hosting or client actions
- Fixing work done by other developers
- Natural disasters, internet outages, or force majeure events
- No SLA guarantees apply to one-time projects unless specifically stated.
10. Data Backups & Recovery
- Daily or weekly backups
- Recovery assistance in case of outage
- Backups stored on secure external servers
If backups are not part of your package, SMB is not responsible for data loss.
11. Service Credits (If Uptime Falls Short)
| Monthly Uptime |
Credit Issued |
| 99% – 99.49% | 5% service credit |
| 98% – 98.99% | 10% credit |
| Below 98% | 20% credit |
Credits have no cash value. Credits apply only to future invoices and require a written request within 10 days.
12. Escalation Path
- Level 1: Support Team
- Level 2: Senior Developer / Project Lead
- Level 3: Technical Director
- Level 4: SMB Management / Founder
Escalation requires reasonable time between each stage.
13. Termination of SLA
- The Client cancels the service
- SMB ends or modifies the service offering
- Payment is not made on time
- Terms of Service are violated
Upon termination, SLA guarantees cease immediately.
14. Changes to This SLA
SMB may revise this SLA at any time.
Updates become effective once posted on our Website.
Continued use of SMB’s services constitutes acceptance of the revised SLA.
15. Contact Information
