This Service Level Agreement (SLA) outlines the support services provided by FuturrNovate to clients with active maintenance packages.
1. Support Channels & Hours
Standard Support: Monday - Friday, 9:00 AM - 5:00 PM (WAT).
Emergency Support: Available 24/7 strictly for "Enterprise" plan holders experiencing critical downtime.
Support requests should be submitted via email to support@futurrnovate.com. Requests received outside office hours will be processed the following business day.
2. Response Time Commitments
We classify issues into three priority levels with corresponding response times:
- Critical Priority (Site Down): Response within 4 hours. (Strictly for issues where the website is inaccessible).
- High Priority (Major Functionality Broken): Response within 12 hours. (e.g., Contact forms not working, broken layouts).
- Normal Priority (Content Updates/Minor Bugs): Response within 24 - 48 hours. (e.g., Text changes, image swaps, minor styling tweaks).
3. What is Included
Depending on your specific maintenance plan, our services typically include:
- Regular updates (CMS core, plugins, and framework updates).
- Security scanning and malware removal.
- Scheduled backups (Daily or Weekly).
- Uptime monitoring.
4. What is Excluded
Unless explicitly stated in your contract, the following are billed separately:
- Adding new features or functionality (Scope Creep).
- Redesigning pages or major layout changes.
- Fixing issues caused by third-party services beyond our control (e.g., Hosting provider outages, Payment Gateway downtime).
- Content creation, copywriting, or graphic design work.
5. Fair Use Policy
Support tasks are intended for small, quick fixes (typically taking less than 30 minutes). Requests that require substantial coding or design work will be quoted as a separate project or hourly task.