Service Level Agreement.

1. Purpose of This SLA

This Service Level Agreement defines the performance standards, support commitments, and remedies that DPX Agency maintains for all active clients under a hosting, maintenance, or retainer arrangement. It is a binding addendum to our Terms of Scale.

2. Hosting & Uptime Guarantee

DPX Agency guarantees 99.9% monthly uptime for all websites hosted on our infrastructure. This equates to a maximum of approximately 44 minutes of unplanned downtime per month. Scheduled maintenance windows (communicated 48 hours in advance) are excluded from this calculation.

Uptime is monitored every 60 seconds via automated external monitoring. Clients have access to a real-time status dashboard upon request.

3. Incident Response Tiers

• P1 — Critical: Site completely down, data breach, or payment processing failure. Response within 2 hours, resolution target 4 hours.
• P2 — High: Major functionality broken, significant performance degradation. Response within 4 hours, resolution target 24 hours.
• P3 — Medium: Minor feature malfunction, cosmetic issues, content errors. Response within 24 hours, resolution target 72 hours.
• P4 — Low: Enhancement requests, non-urgent queries. Addressed within the next scheduled sprint.

4. Security Standards

All hosted properties receive daily automated backups (retained for 30 days), SSL/TLS certificate management and auto-renewal, malware scanning every 24 hours, and Core Web Vitals monitoring with alerts. Backups are stored offsite on geographically separate infrastructure.

5. Communication Channels

Priority support is available via the dedicated WhatsApp line (08087039301) for all active maintenance clients. Standard queries may be submitted through the project management portal. DPX Agency does not guarantee response times through social media channels.

6. SLA Credits

If DPX Agency fails to meet the uptime guarantee in any calendar month, the Client is entitled to a service credit equal to 10% of that month's hosting/maintenance fee for each full percentage point below the 99.9% threshold (up to a maximum of 30% credit per month).

Credits must be claimed within 14 days of the incident and are applied to future invoices. Credits are the sole remedy for uptime failures — they do not constitute grounds for contract termination.

7. Exclusions

This SLA does not cover downtime caused by: Client-initiated changes made outside of DPX-managed environments; third-party service failures (domain registrars, payment processors, CDN providers); force majeure events including natural disasters, civil unrest, or acts of war; or government-mandated internet restrictions.

8. Review & Amendments

This SLA is reviewed annually. Clients will receive 30 days advance notice of any material changes to service levels or response time commitments.