Service Level Agreement (SLA) – MJDesigns

Last Updated: 02-04-2026

This Service Level Agreement (“SLA”) outlines the level of service provided by MJDesigns to clients subscribing to our monthly website packages.

1. Service Overview

MJDesigns provides the following services as part of monthly website subscriptions:

  • Website hosting
  • Website design (initial setup)
  • Website maintenance
  • Security updates
  • Limited monthly content updates
  • Technical support

2. Service Availability

MJDesigns aims to provide website uptime of:

99% uptime per month (excluding scheduled maintenance and factors beyond our control)

This does not include downtime caused by:

  • Hosting provider outages
  • Domain provider issues
  • Internet service provider issues
  • Client-requested changes
  • Force majeure events

3. Support Hours

Support is available during the following hours:

Monday – Friday
08:00 – 17:00 (South African Standard Time)

Support requests outside these hours will be addressed on the next business day.

4. Response Times

MJDesigns aims to respond to support requests within:

  • General queries: within 24 business hours
  • Minor website updates: within 2–3 business days
  • Urgent issues (site down): within 8 business hours

Response time refers to acknowledgment, not resolution.

5. Monthly Update Limits

Monthly website packages include limited update time:

Starter Package: 30 minutes per month
Growth Package: 1 hour per month
Pro Package: 2 hours per month

Unused time does not roll over to the next month.

6. Additional Work

Work exceeding the allocated monthly update time will be billed at the standard hourly rate:

R450 per hour

Clients will be notified before additional charges apply.

7. Maintenance Services

Monthly maintenance includes:

  • WordPress updates (if applicable)
  • Plugin updates
  • Security checks
  • Basic performance monitoring
  • Backup monitoring

8. Backup Policy

MJDesigns performs regular website backups. However:

  • Backups are provided as a courtesy
  • Clients remain responsible for their content
  • Restoration requests may count toward monthly update time

9. Client Responsibilities

Clients must:

  • Provide content in digital format
  • Ensure content accuracy
  • Respond to requests promptly
  • Keep login details secure (if provided)

Delays caused by the client may affect delivery times.

10. Exclusions

The following are not included in standard SLA services:

  • Full website redesigns
  • Custom development
  • Ecommerce setup (unless included in package)
  • SEO campaigns
  • Graphic design work
  • Content writing
  • Emergency after-hours support

These services may be quoted separately.

11. Scheduled Maintenance

Scheduled maintenance may be performed to:

  • Apply updates
  • Improve security
  • Optimize performance

Where possible, maintenance will be done during low-traffic periods.

12. Service Suspension

Services may be suspended if:

  • Payment is overdue
  • Client violates terms
  • Website content is unlawful or harmful

Services will resume once issues are resolved.

13. Service Credits

MJDesigns does not offer financial credits for downtime.
We will, however, make reasonable efforts to restore services quickly.

14. Changes to SLA

MJDesigns reserves the right to modify this SLA at any time.
Updates will be posted on this page.

15. Contact Information

For support requests:

Email: info@mjdesigns.co.za
Website: www.mjdesigns.co.za

Add this line at the bottom:

By using MJDesigns services, you agree to this Service Level Agreement.