This Service Level Agreement (the "SLA") constitutes a binding agreement between Steelzz Development ("Steelzz", "we", "us", or "our") and the Client ("you") regarding the standards, response times, maintenance obligations, and support commitments applicable to services provided by Steelzz Development following the completion and deployment of a project.

This SLA applies exclusively to Clients who have entered into a written maintenance agreement, support retainer, or similar ongoing service arrangement with Steelzz Development.

This SLA does not create any obligations for support or maintenance unless such services have been explicitly agreed to in writing and appropriate fees have been paid.

1. Scope and Application

1.1 This SLA applies to:

• Clients with an active maintenance agreement or support retainer in effect
• Post-launch technical support services
• Ongoing maintenance and monitoring services
• Issue resolution and troubleshooting

1.2 This SLA does not apply to:

• Clients without an active maintenance agreement or support arrangement
• Initial project development or build phases
• New feature development, redesigns, or scope changes (which are subject to separate agreements)
• Services or deliverables outside the agreed scope of work

2. Definitions

2.1 For the purposes of this SLA, the following definitions apply:

"Business Day"

means any day other than a Saturday, Sunday, or public holiday in England and Wales.

"Business Hours"

means 9:00 AM to 5:00 PM (UK Time, GMT/BST) on Business Days.

"Critical Issue"

means a complete service outage, security breach, or data loss affecting the primary functionality of the website or application.

"Non-Critical Issue"

means any issue that does not materially impair the core functionality of the website or application, including cosmetic defects, minor bugs, or non-urgent enhancement requests.

"Response Time"

means the time taken by Steelzz to acknowledge receipt of a support request and provide an initial assessment.

"Resolution Time"

means the time taken to rectify or resolve an issue, which may vary depending on complexity, third-party dependencies, and availability of Client input.

3. Support Hours and Availability

3.1 Standard Support Hours:

Steelzz provides support during Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (UK Time).

3.2 Out-of-Hours Support:

Support requests submitted outside Business Hours will be acknowledged on the next Business Day. Whilst Steelzz may monitor communications outside Business Hours on a best-efforts basis, we do not guarantee immediate responses during evenings, weekends, or public holidays.

3.3 24/7 Support:

24/7 support is not provided under standard maintenance agreements unless explicitly agreed in writing as part of a premium or enterprise-level support retainer.

4. Response Times and Service Standards

4.1 Steelzz commits to the following target Response Times for support requests submitted during Business Hours:

4.2 The Response Times set out above are targets and not guarantees. Actual response times may vary depending on:

• The volume of concurrent support requests
• The complexity and urgency of the issue
• Staff availability (including annual leave, sickness, or other absences)
• Force majeure events or circumstances beyond our reasonable control

4.3 Resolution Times:

Steelzz does not guarantee specific Resolution Times, as these depend on the nature and complexity of the issue, the availability of Client information and access credentials, dependencies on third-party platforms, and the level of cooperation from the Client. We will endeavour to resolve all issues as promptly as reasonably practicable and will provide regular status updates where appropriate.

5. Maintenance Services

5.1 Where the Client has entered into a maintenance agreement with Steelzz, maintenance services may include:

• Content Management System (CMS) updates and upgrades
• Plugin, theme, and framework updates
• Security patches and vulnerability fixes
• Bug fixes arising from Steelzz's original work
• Compatibility testing following platform updates
• Performance monitoring and optimisation (where applicable)
• Minor content adjustments (subject to scope limitations)

5.2 Maintenance Activities:

Routine maintenance activities will be scheduled during off-peak hours wherever reasonably practicable to minimise disruption to the Client's operations. Steelzz will use reasonable endeavours to notify the Client in advance of scheduled maintenance where such maintenance may result in service interruption.

5.3 Steelzz is under no obligation to provide maintenance services unless an active, paid maintenance agreement is in place.

6. Maintenance Packages and Retainers

6.1 Steelzz offers optional maintenance packages on a monthly, quarterly, or annual basis. Such packages may include:

• Priority support access with reduced Response Times
• Scheduled system updates and backups
• Proactive uptime monitoring and alerting (where applicable)
• Performance audits and reporting
• Dedicated support hours or resource allocation

6.2 Maintenance packages are priced according to the scale, complexity, and technical requirements of the website or application. Pricing and scope shall be agreed in writing prior to commencement.

6.3 Clients wishing to arrange a maintenance package should contact support@steelzz.com.

7. Exclusions and Limitations

7.1 This SLA does not cover, and Steelzz shall have no obligation to provide support or maintenance for:

• Services, features, or work outside the original project scope or maintenance agreement
• Issues arising from Client modifications, customisations, or alterations to the codebase
• Failures, outages, or defects attributable to third-party services, platforms, hosting providers, domain registrars, or other external dependencies
• Issues caused by misuse, negligence, unauthorised access, or breach of security by the Client or third parties
• Custom development requests, redesigns, new features, or substantial scope changes (which require separate written agreements and fees)
• Data recovery where adequate backups have not been maintained by the Client or third-party hosting provider
• Force majeure events (as defined in Section 13)

7.2 Steelzz reserves the right to decline support requests that fall outside the scope of the maintenance agreement or this SLA.

8. Client Responsibilities

8.1 The Client shall:

• Provide accurate, detailed descriptions of issues or support requests, including screenshots, error messages, URLs, and steps to reproduce (where applicable)
• Provide timely access credentials, login details, and administrative permissions necessary for Steelzz to investigate and resolve issues
• Respond promptly to requests for information, clarification, or approval
• Refrain from making unauthorised modifications to the website or application during an active support investigation
• Ensure that all fees under the maintenance agreement are paid in accordance with agreed payment terms

8.2 Failure by the Client to comply with these responsibilities may result in delays to Response Times or Resolution Times, for which Steelzz shall not be held liable.

9. Escalation Procedures

9.1 In the event that an issue cannot be resolved within a reasonable timeframe, or where the Client is dissatisfied with the progress of a support request, the matter may be escalated internally within Steelzz Development.

9.2 Escalation Process:

• The Client should notify Steelzz in writing (via email to support@steelzz.com) that they wish to escalate the matter
• Steelzz will review the issue and provide a status update within 2 Business Days
• Where appropriate, senior technical personnel will be assigned to expedite resolution
• Temporary workarounds or interim solutions may be recommended pending full resolution

9.3 Steelzz will maintain open, transparent communication with the Client throughout the escalation process.

10. Uptime and Availability

10.1 Steelzz does not guarantee any specific uptime percentage for Client websites or applications unless explicitly stated in a separate written agreement.

10.2 Uptime is largely dependent on third-party hosting providers, content delivery networks (CDNs), and other infrastructure services over which Steelzz has no direct control.

10.3 Where uptime monitoring is included as part of a maintenance package, Steelzz will use commercially reasonable efforts to notify the Client of detected outages and assist in liaising with hosting providers or other responsible parties.

11. Performance Standards

11.1 Steelzz will use reasonable skill and care in the provision of support and maintenance services in accordance with industry standards.

11.2 However, Steelzz does not guarantee:

• Immediate resolution of all issues
• Zero downtime during maintenance activities
• Specific page load speeds or performance metrics (which depend on hosting, network conditions, and third-party services)
• Compatibility with all future platform updates, browser versions, or third-party plugins

12. Limitation of Liability

12.1 To the fullest extent permitted by applicable law, Steelzz's total aggregate liability for any failure to meet the service standards set out in this SLA, or for any breach of this SLA, shall be limited to the total fees paid by the Client for maintenance or support services during the three (3) month period immediately preceding the event giving rise to the claim.

12.2 Steelzz shall not be liable for:

• Any indirect, special, incidental, consequential, punitive, or exemplary damages
• Loss of profits, revenue, business, data, goodwill, or anticipated savings
• Delays or failures caused by circumstances beyond our reasonable control
• Issues arising from third-party services, Client modifications, or unauthorised access

12.3 Nothing in this SLA shall exclude or limit Steelzz's liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

13. Force Majeure

13.1 Steelzz shall not be held liable for any failure or delay in performing its obligations under this SLA where such failure or delay results from events, circumstances, or causes beyond Steelzz's reasonable control, including but not limited to acts of God, natural disasters, epidemics, war, terrorism, civil unrest, strikes, labour disputes, governmental actions, internet or telecommunications failures, power outages, cyberattacks, distributed denial-of-service (DDoS) attacks, or failures of third-party hosting providers, domain registrars, or other service providers.

14. Termination of Support Services

14.1 Either party may terminate a maintenance agreement or support retainer in accordance with the termination provisions set out in the underlying agreement.

14.2 Steelzz reserves the right to suspend or terminate support services immediately if:

• The Client fails to pay invoices or fees when due
• The Client materially breaches the Terms of Service or any other agreement with Steelzz
• The Client engages in abusive, threatening, or unlawful conduct towards Steelzz personnel

14.3 Upon termination, this SLA shall cease to apply, and Steelzz shall have no further obligation to provide support or maintenance services.

15. Amendment of This SLA

15.1 Steelzz reserves the right to amend, update, or replace this SLA at any time to reflect changes in our practices, service offerings, or operational requirements.

15.2 Material changes to this SLA will be communicated to Clients with active maintenance agreements via email or by posting a notice on our website.

15.3 Continued use of our support or maintenance services following such amendments constitutes acceptance of the revised SLA.

16. Governing Law and Jurisdiction

16.1 This SLA and any dispute or claim arising out of or in connection with it or its subject matter shall be governed by and construed in accordance with the law of England and Wales.

16.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this SLA.

17. Contact Information and Support Channels

17.1 All support requests, technical enquiries, and maintenance matters should be directed to:

17.2 When submitting a support request, please include:

• A clear and detailed description of the issue
• Relevant URLs, page locations, or affected areas
• Screenshots, error messages, or console logs (where applicable)
• Steps to reproduce the issue (if known)
• Any recent changes or updates made to the website or application

17.3 Providing comprehensive information enables Steelzz to diagnose and resolve issues more efficiently.

Steelzz Development is committed to delivering professional, reliable support and maintenance services to our clients. This SLA establishes clear service standards and mutual expectations, ensuring transparency and accountability in all post-launch support arrangements.