Updated 3/31/2025
Website Maintenance Service Level Agreement (“SLA”)
Effective Date: 3/26/2025
1. Overview
This Service Level Agreement (SLA) sets forth the levels of service provided by WalkOne Technology Solutions, LLC (“WalkOne”) to its clients. This document outlines our commitment to providing professional website maintenance, hosting, and support services. By engaging WalkOne for these services, the client agrees to the terms and conditions outlined in this SLA.
2. Scope of Work
WalkOne provides website design, development, hosting, and maintenance services, ensuring performance, security, and uptime commitments as detailed below. Our startup website maintenance package includes:
Support Tickets: Clients can submit support tickets to receive prompt and skilled responses within guaranteed timeframes, ensuring timely resolution of website-related issues.
Content Management System (CMS) Updates: Regular checks and updates to the CMS to incorporate minor enhancements and maintain optimal performance.
Bug Fixes: Resolution of reported bugs within the timeframes specified in this SLA. (A bug is defined as an error or flaw in the website that produces incorrect or unexpected results.)
404 Error Monitoring: Regular review and resolution of pages and files that return 404 errors to ensure all links and resources are functioning correctly.
CMS Plugin Updates: Ensuring all plugins are up-to-date and addressing any issues that arise from these updates.
Hosting and Platform Updates: Management of hosting environments with continuous monitoring, routine backups, ongoing feature development, and security updates to ensure website stability.
Reporting: Provision of monthly website performance reports accessible online for client review.
3. Support Tickets
3.1 Support Hours
Our standard support hours are Monday through Friday, 9:00 AM – 6:00 PM EST, excluding federal holidays. Support requests submitted outside these hours will be addressed on the next business day unless they are classified as emergencies.
3.2 Requesting Support
Clients can submit support tickets via the following methods:
Email: support@walkonetech.com
Support Portal: https://walkonetech.com/support/
3.3 Response and Resolution Times
We prioritize support tickets based on the severity of the issue:
| Priority | Response Time | Resolution Time |
|---|---|---|
| Low | Within 2 business days | Within 2 weeks |
| Medium | Within 3 business hours | Within 1 business day |
| High | Within 30 minutes | As soon as possible |
Examples of Priorities:
Low: Minor text or image misalignment.
Medium: Contact form not functioning.
High: Website is not accessible.
For high-priority issues, we provide updates at least once per hour until resolution. For other issues, updates will be provided in a timely manner.
4. Hosting and Platform Updates
4.1 Hosting
We have partnered with Hostinger to provide managed hosting services for our clients’ websites. Hostinger offers a 99.9% uptime guarantee, ensuring high availability of hosted websites. In the event that Hostinger fails to maintain this uptime guarantee in a particular month, clients may be eligible for a credit of 5% of their monthly hosting fee for that month, as outlined in Hostinger’s Hosting Agreement. This credit can be used for future purchases of products and services from Hostinger and is exclusive of any applicable taxes. Please note that the uptime guarantee does not apply to service interruptions caused by factors such as scheduled maintenance, client-induced issues, or circumstances beyond Hostinger’s control. For a comprehensive understanding of the terms and conditions, clients are encouraged to review Hostinger’s Hosting Agreement at https://www.hostinger.com/legal/hosting-agreement/.
Note: We are not responsible for websites hosted with providers contracted directly by the client.
4.2 Continuous Improvement
As we develop new websites and refine functionalities, we make these improvements available to our clients to enhance their website performance and user experience.
5. What’s Included and What Costs Extra
The following table outlines the services included in our startup website maintenance package and those that incur additional charges:
| Service | Included | Additional Cost |
|---|---|---|
| Monthly backups | ✅ | – |
| Security updates & patches | ✅ | – |
| Minor content updates (e.g., text/image changes) | ✅ | – |
| Major content restructuring | ❌ | ✅ Hourly rate applies of $75/hour |
| New feature implementation | ❌ | ✅ Custom quote required |
| Website hosting | ❌ | ✅ Separate web hosting fee applies |
| Emergency support outside business hours | ❌ | ✅ Additional charge of $150/hour |
| Domain name renewals | ❌ | ✅ Client responsibility or managed service option |
6. Requesting Support
Clients can request support by:
Email: support@walkonetech.com
Support Portal: https://walkonetech.com/support/
7. Data Ownership & Business Continuity
Clients retain full ownership of all website content, assets, and data.
Websites are backed up monthly and before major WordPress updates.
In the event of insolvency or business closure, clients will receive a full export of their website files and database.
Clients have full administrative access to their website upon launch.
8. Termination of Contract
Clients must provide a 30-day written notice for termination of services.
A final virtual meeting can be scheduled to transition services smoothly.
If web hosting services are terminated, WalkOne will provide necessary DNS changes to facilitate migration to a new provider.
9. Exclusions
This SLA does not cover third-party service failures, natural disasters, or issues caused by client modifications outside of WalkOne’s scope of work.
10. Agreement & Amendments
We reserve the right to modify the terms of this SLA. Clients will be notified of any changes in a timely manner. The most current version of the SLA will always be available at https://walkonetech.com/sla/.