Service Level Agreement (SLA)
Cyberdummies Online Solutions (PTY) Ltd
Review Cycle: Annually or as required
Applies to: All clients engaging in services provided by Cyberdummies
1. Purpose
This Service Level Agreement (“SLA”) defines the level of service expected from Cyberdummies Online Solutions (PTY) Ltd in delivering online web services. It outlines our commitments, response times, availability, and client obligations.
2. Scope of Services
This SLA covers services provided by Cyberdummies, specifically including:
- WordPress Troubleshooting
- Setup and Integration of SMTP Service
- Installation and Setup of WordPress Plugins
- Installation and Setup of WordPress Divi Theme
- Setup of Linux VPS with DirectAdmin Host Panel
- Management and/or Maintenance of Linux VPS with DirectAdmin
- Other Managed services offered on our websiteServices outside this list are excluded unless otherwise agreed in writing.
3. Service Hours
| Service Type | Hours of Operation |
|---|---|
| General Support | Mon–Thu: 09:00 – 16:00 Fri: 09:00 – 12:00 |
| Emergency Support | Ticket submitted by logging into client panel on ticket system |
| Weekend/Public Holidays | Emails responded to during next business day |
4. Support Channels
- Primary: Ticketing system – ticket.cyberdummies.co.za
- Secondary: [email protected]
- WhatsApp: During office hours
- Live Chat: During office hours
- No phone calls unless scheduled
5. Response and Resolution Times
| Ticket Priority | Description | Response Time | Resolution Target* |
|---|---|---|---|
| Critical | System outage, major business impact | 6-8 business hours | 1 business day |
| High | Significant impact, partial outage | 1 business day | 1-2 business days |
| Medium | Standard issue, no immediate risk | 1–2 business days | 2-3 business days |
| Low | Minor request, cosmetic fixes | 2–3 business days | As scheduled |
* Resolution time is an estimate, depending on complexity and client responsiveness.
* Please consult with your hosting provider first, regarding any HIGH and CRITICAL support requests, to eliminate issue with hosting environment.
6. Client Responsibilities
To ensure effective technical support, clients agree to:
- Provide accurate and complete login details/credentials
- Respond to requests for information within a reasonable time
- Review and approve work promptly
- Pay all invoices – where required – according to the terms set out (typically due on receipt)
7. Exclusions
This SLA does not apply to:
- Issues caused by third-party hosting providers, plugins, or software
- Problems resulting from unauthorized changes by the client or third parties
- Services not listed in the scope above
- Force majeure events (e.g., natural disasters, power failures)
8. Maintenance and Downtime
Scheduled maintenance, if and where applicable, will be communicated in advance. Cyberdummies will make every effort to schedule maintenance during low-traffic periods.
Unscheduled downtime will be addressed as per the critical or high priority ticket response.
9. Limitation of Liability
While great care is taken in delivering services, and regular backups made, Cyberdummies is not liable for:
- Data loss or corruption not caused by our direct actions
- Financial or operational loss due to website issues or downtime
- Any damages resulting from use or misuse of our services
10. Review and Revisions
This SLA may be updated periodically. Clients will be notified of any major changes. Continued use of services after updates constitutes acceptance.
11. Contact Details
Cyberdummies Online Solutions (PTY) Ltd
📧 Email: [Insert email address]
🌐 Website: https://cyberdummies.co.za
