Service Level Agreement (SLA)
Effective Date: December 1, 2025
This Service Level Agreement ("SLA") describes the service level commitments Greeneville.dev ("we," "us," or "Provider") provides to clients ("you" or "Client") under our Care Plan subscriptions.
1. Service Availability (Uptime)
We commit to maintaining the following monthly uptime percentages for websites and applications hosted and managed under our Care Plans:
| Plan | Uptime SLA | Max Downtime/Month |
|---|---|---|
| Starter ($99/mo) | 99.5% | ~3.6 hours |
| Pro ($249/mo) | 99.9% | ~43 minutes |
| SaaS ($599/mo) | 99.95% | ~22 minutes |
2. Response Time Commitments
Upon receiving a support request, we commit to providing an initial response within the following timeframes based on issue priority:
Priority Definitions
- Critical: Complete service outage, security breach, or data loss
- High: Major functionality impaired, significant business impact
- Normal: Minor issues, feature requests, general questions
- Low: Cosmetic issues, enhancement suggestions
| Priority | Starter | Pro | SaaS |
|---|---|---|---|
| Critical | 24 hours | 4 hours | 1 hour |
| High | 48 hours | 12 hours | 4 hours |
| Normal | 72 hours | 24 hours | 8 hours |
| Low | 5 business days | 48 hours | 24 hours |
3. Support Inclusions
| Feature | Starter | Pro | SaaS |
|---|---|---|---|
| Monthly Support Hours | 2 hours | 5 hours | 10 hours |
| Support Channels | Email + Chat | Email + Chat + Phone | |
| Bot Monitoring | Weekly | Daily | Real-time |
| Backup Frequency | Weekly | Daily | Hourly |
| Extra Hours Rate | $75/hour | $100/hour | $125/hour |
4. Service Credits
If we fail to meet the uptime SLA for any calendar month, you may be eligible for service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| < SLA but ≥ 99.0% | 10% of monthly fee |
| < 99.0% but ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Credit Claims: Submit within 30 days of the affected month. Credits apply to future invoices and do not exceed 50% of your monthly fee. Not redeemable for cash.
5. Exclusions
The following are excluded from SLA calculations and do not qualify for service credits:
- Scheduled Maintenance: Planned maintenance with at least 48 hours advance notice
- Emergency Maintenance: Critical security patches or updates required to protect the service
- Client-Caused Issues: Downtime caused by client actions, code, or content
- Third-Party Services: Outages of third-party providers (DNS, CDN, payment processors, etc.)
- Force Majeure: Natural disasters, war, government actions, or other events beyond our control
- Network Issues: Internet connectivity issues outside our infrastructure
- Attacks: DDoS attacks or other malicious activities (though we will work to mitigate)
- Account Suspension: Downtime due to non-payment or policy violations
6. 14-Day Warranty Period
All completed projects include a 14-day warranty period starting from final delivery. During this period, bug fixes and revisions are provided at no additional charge, regardless of whether you have a Care Plan.
Warranty coverage includes:
- Bug fixes and functional defects
- Minor revisions within original scope
- Browser and device compatibility issues
- Issues deviating from agreed specifications
After the warranty expires: Ongoing support, maintenance, and bug fixes require an active Care Plan subscription. We strongly recommend transitioning to a Care Plan to ensure your website remains secure, updated, and fully supported.
7. Support Hours Definition
What's Included
- Content updates and modifications
- Minor design adjustments
- Bug fixes and troubleshooting
- Plugin/dependency updates
- Performance optimization
- Security patching
- Consultation and guidance
Not Included: New feature development, major redesigns, third-party integrations, data migrations, and emergency work outside business hours (billed at 1.5x rate) require separate agreements.
8. Business Hours
Standard support is provided Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, excluding US federal holidays. Critical issues for Pro and SaaS plans receive 24/7 monitoring with automated alerting.
9. Escalation Process
- Initial Contact: Submit request via email or client portal
- Acknowledgment: Receive confirmation within response time SLA
- Resolution: Issue addressed per priority level
- Escalation: If unresolved within 2x response time, automatic escalation to senior support
10. Modifications
We reserve the right to modify this SLA with 30 days written notice. Changes will not apply retroactively and will not reduce service levels for existing clients during their current billing term.
11. Contact
For support requests, service credit claims, or questions about this SLA:
- Email: support@greeneville.dev
- Client Portal: dashboard.greeneville.dev
Last updated: December 1, 2025