Service Level Agreement (SLA)

Last updated: October 06, 2025

GoOnline is committed to delivering exceptional web development services. This SLA outlines our service commitments, performance standards, and support levels.

1. Service Overview

This SLA covers the following services provided by GoOnline:

  • Web development and design services
  • Mobile application development
  • E-commerce solutions
  • Digital marketing services
  • Website maintenance and support
  • Technical consulting and advisory services

2. Service Availability

2.1 Website Uptime

  • Target Uptime: 99.9% availability per month
  • Monitoring: 24/7 server and website monitoring
  • Response Time: Average page load time under 3 seconds
  • Backup: Daily automated backups with 30-day retention

2.2 Maintenance Windows

  • Scheduled Maintenance: Sundays 2:00 AM - 6:00 AM (India Time)
  • Emergency Maintenance: As needed with 2-hour advance notice
  • Planned Updates: 48-hour advance notice via email
  • Critical Updates: Immediate deployment for security issues

3. Response Time Commitments

3.1 Support Response Times

Priority Level Description Response Time Resolution Time
Critical Website down, security breach 1 hour 4 hours
High Major functionality broken 4 hours 24 hours
Medium Minor issues, feature requests 24 hours 3 business days
Low General inquiries, documentation 48 hours 1 week

3.2 Communication Channels

  • Email Support: support@goonlinekuwait.com (24/7 monitoring)
  • Phone Support: +91-98862-14446 (Business hours: 9AM-6PM India Time)
  • Emergency Hotline: Available 24/7 for critical issues
  • Project Management: Dedicated project manager for each client

4. Performance Standards

4.1 Website Performance

  • Page Load Speed: Under 3 seconds on average
  • Mobile Performance: Optimized for mobile devices
  • SEO Optimization: Search engine friendly structure
  • Security: SSL certificates and security monitoring

4.2 Development Standards

  • Code Quality: Clean, documented, and maintainable code
  • Testing: Comprehensive testing before delivery
  • Cross-browser Compatibility: Works on all major browsers
  • Responsive Design: Mobile-first approach

5. Service Level Credits

5.1 Uptime Credits

If we fail to meet our 99.9% uptime commitment:

  • 99.0% - 99.9%: 5% service credit
  • 95.0% - 99.0%: 10% service credit
  • 90.0% - 95.0%: 25% service credit
  • Below 90.0%: 50% service credit

5.2 Response Time Credits

  • Critical Issues: 1 day service credit for each hour over response time
  • High Priority: 1 day service credit for each 4 hours over response time
  • Medium Priority: 1 day service credit for each day over response time

6. Maintenance and Support

6.1 Included Maintenance

  • Security Updates: Regular security patches and updates
  • Backup Management: Daily automated backups
  • Performance Monitoring: 24/7 uptime and performance monitoring
  • Bug Fixes: Free bug fixes for 30 days after delivery

6.2 Extended Support Packages

Basic ($50/month)

  • Email support
  • Monthly updates
  • Basic monitoring

Standard ($100/month)

  • Priority support
  • Weekly updates
  • Advanced monitoring

Premium ($200/month)

  • 24/7 support
  • Daily updates
  • Full monitoring

7. Exclusions and Limitations

This SLA does not cover:

  • Issues caused by client-side problems (browser, network, etc.)
  • Third-party service outages (hosting providers, CDNs, etc.)
  • Force majeure events (natural disasters, pandemics, etc.)
  • Client-requested changes or modifications
  • Issues caused by client negligence or misuse
  • Third-party integrations not provided by GoOnline

8. Reporting and Monitoring

8.1 Performance Reports

  • Monthly Reports: Detailed performance and uptime reports
  • Real-time Monitoring: 24/7 system monitoring dashboard
  • Alert Notifications: Immediate alerts for critical issues
  • Trend Analysis: Performance trends and recommendations

8.2 SLA Review

  • Quarterly Reviews: Performance review meetings
  • Annual Updates: SLA updates based on performance
  • Client Feedback: Regular feedback collection and implementation
  • Continuous Improvement: Ongoing process improvements

9. Escalation Procedures

If SLA commitments are not met:

  1. Level 1: Contact support team for immediate resolution
  2. Level 2: Escalate to project manager within 2 hours
  3. Level 3: Escalate to technical director within 4 hours
  4. Level 4: Escalate to company management within 8 hours

10. Contact Information

For SLA-related questions or issues:

SLA Manager: sla@goonlinekuwait.com

Phone: +91 98862-14446

Address: West Bengal, India

Emergency Hotline: Available 24/7

Business Hours: Mon-Fri 9AM-6PM (India Time)

Response Guarantee: Within 1 hour for critical issues

Commitment: GoOnline is committed to exceeding these service level commitments and continuously improving our services to provide the best possible experience for our clients.