Service Level Agreement

Effective Date: April 25, 2026

This Service Level Agreement (“SLA”) outlines the level of service provided by DropServiceSolutions (“Company”, “we”, “our”, or “us”) for clients who purchase ongoing maintenance and support services.

By subscribing to our maintenance services, you agree to the terms of this SLA.

1. Scope of Services

This SLA applies only to clients who have an active maintenance plan with DropServiceSolutions. Services may include:

  • Website updates and minor changes
  • Bug fixes and issue resolution
  • Plugin and theme updates
  • Performance monitoring
  • Security checks
  • Technical support

2. Support Channels

Clients can reach our support team via:

3. Support Availability

  • Standard Support Hours: Monday to Saturday
  • Response time may vary based on workload and issue priority

4. Response Time

We aim to respond within the following timeframes:

  • General queries: Within 24 hours
  • Technical issues: Within 12–24 hours
  • Urgent issues: Within 6–12 hours

5. Resolution Time

Resolution time depends on the complexity of the issue:

  • Minor issues: 24–48 hours
  • Moderate issues: 2–4 business days
  • Complex issues: 4–7 business days or more

6. Priority Levels

a. High Priority

  • Website down
  • Payment system not working
  • Critical errors

b. Medium Priority

  • Feature not working properly
  • Performance issues

c. Low Priority

  • Minor design changes
  • Content updates

7. Exclusions

This SLA does not cover:

  • Major redesigns or new feature development
  • Issues caused by third-party services
  • Client-side errors or unauthorized modifications
  • Hosting/server-level issues (unless managed by us)

8. Client Responsibilities

Clients must:

  • Provide clear details of issues
  • Give timely responses and approvals
  • Avoid unauthorized changes to the website

9. Maintenance Plan Requirement

  • SLA services are only applicable with an active maintenance plan
  • New clients receive 1 month of free maintenance after purchase

10. Service Limitations

We strive to provide reliable service, but we do not guarantee:

  • 100% uptime
  • Instant issue resolution
  • Error-free performance at all times

11. Termination of Service

We reserve the right to suspend or terminate SLA services if:

  • The client violates terms
  • Payment for maintenance is not completed
  • Misuse or abuse of support system occurs

12. Modifications to SLA

We may update this SLA at any time. Changes will be reflected with a new effective date.

13. Contact Information

For any SLA-related queries, contact us at:

Email: contact@dropservicesolutions.com

By subscribing to our maintenance services, you acknowledge that you have read, understood, and agreed to this Service Level Agreement.