Effective Date: July 10, 2026
Purpose
This Service Level Agreement (SLA) defines the support, maintenance, response times, and service commitments provided by SMC Designs for ongoing service agreements.
Scope
Applies to maintenance retainers, managed websites, software, AI solutions, automation systems, and digital marketing services covered by a written agreement.
Business Hours
- Monday–Friday
- Excluding public holidays unless otherwise agreed.
Support Priorities
| Priority | Description | Initial Response |
|---|---|---|
| Critical | Complete outage or major business disruption | Within 4 business hours |
| High | Significant functionality affected | Within 1 business day |
| Medium | Partial issue or bug | Within 2 business days |
| Low | General request or enhancement | Within 5 business days |
Maintenance
Services may include:
- Software updates
- Security patches
- Website maintenance
- Performance optimization
- AI workflow monitoring
- Backups (if included)
Client Responsibilities
- Provide required access.
- Report issues with sufficient detail.
- Maintain valid licenses for third-party services.
Exclusions
This SLA does not cover third-party outages, force majeure events, unauthorized modifications, or work outside the agreed scope.
Contact
SMC Designs
Email: info@designsbysmc.com