Service Level Agreement
1. Service Delivery
SiteSpark commits to delivering your website within the following timeframes:
- Standard delivery: 10 working days from project commencement
- Rush delivery (additional fee applies): 5 working days from project commencement
- Project commencement begins upon receipt of all required content and full payment
2. Website Hosting
Website hosting is charged separately from your website package. All SiteSpark hosting plans include:
- 99.9% uptime guarantee
- Daily website backups
- SSL certificate for secure HTTPS connection
3. Email Services
Email hosting (charged separately) includes:
- Professional email addresses (@yourdomain.co.za)
- Generous storage per mailbox
- Webmail access
- Email forwarding capabilities
4. Support & Response Times
SiteSpark provides support during business hours (Monday–Friday, 08:00–17:00 SAST, excluding public holidays). Issues are prioritised according to severity with target response and resolution times as follows:
| Issue Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | System unavailable | Within 4 business hours | 1 business day |
| High | Major feature not working | Within 8 business hours | 2 business days |
| Medium | Minor issue / workaround available | Within 1 business day | 3–5 business days |
| Low | Cosmetic / enhancement request | Within 2 business days | As scheduled |
5. Content & Design
Package specifications:
- SmallBiz Package: Up to 4 pages with maximum 1200 words per page and 12 images total
- GrowthBiz Package: Up to 7 pages with maximum 1200 words per page and 25 images total
- Mobile-optimized responsive design for all devices
- Search engine optimized structure
6. Hosting Plans & Pricing
Website and email hosting are billed separately from your website package on a monthly basis.
Email Hosting (per month)
- 2 mail accounts: R75 / month
- 5 mail accounts: R85 / month
- 20 mail accounts: R299 / month
Website Hosting
- Static website hosting (no database)
Storage
- 1 GB storage per mail account
All hosting services are subject to a 30-day notice period for cancellation.