WEB & APP SERVICE LEVEL AGREEMENT

1. General Overview

The purpose of this document is to establish a two-way understanding between the Client and FOUR regarding the website maintenance services available. The document lays out the practices regarding website maintenance which FOUR will follow. 

2. Service Description

This Service Level Agreement specifically describes the website maintenance services provided by FOUR.

2.1 Services

Website maintenance services include:

2.2.1 Deployment and Upkeep

• Assistance with posting the pages/site

• Assistance with posting new content

• General upkeep of the site

• Implementation of new features 

• Upkeep of SSL and DNS

2.2.2 Maintenance of WordPress and Plugins

• FOUR shall maintain WordPress and installed plugins. Any plugins outdated or required will be communicated to client any cost incurred to renew or purchase will be passed on.

• Check backups of the website database and site files (once a month)

3. Roles and Responsibilities

3.1 Client Responsibilities

Client responsibilities in support of this Agreement include:

• Using the standard contact methods to request website maintenance services

• Reviewing completed tasks, web page suggestions, replies, and all other communication dependencies in a timely fashion.

• Regularly reviewing page content for which they are responsible and communicating any required updates or new content to FOUR in a timely fashion.

4. Requesting Service

4.1 Web Support Requests

FOUR offers 2 methods to submit website maintenance requests.

• 4.1.1 Email
  Sending an email to your Product Manager (Hussein Maloo - hussein@four.africa) is the recommended method. Unless designated urgent, requests made via email will be processed in the order in which they are received during normal hours of operation.

• 4.1.2 Telephone / WhatsApp
  Only urgent requests may be made by telephone / WhatsApp to +254 (0) 738 530 648. Messages left during out-of-hours will be processed the next business day. For all non urgent requests, please use the email specified above.

5. Hours of Coverage, Response Times and Complaint Resolution

5.1 Hours of Coverage

Website maintenance is provided by FOUR Monday to Friday, 9 a.m. to 5 p.m., on regular business days.

5.2 Response Times

FOUR will use the following guidelines to prioritize maintenance requests, with the goal of beginning to work within the target timeframe. Actual response times may be shorter or longer, depending on the volume of requests being handled at any one time.

5.3 Other Requests

Requests not covered in the scope of this service can be submitted through email.

6. Reviewing and Reporting

6.1 Performance Reporting

Upon request, the following monthly performance and availability reports will be published for review:

• Updates carried out

• Monthly timesheets

6.2 SLA Reviews

FOUR (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties.