Version 2.7 · Last updated May 31, 2025
1. Scope of service
This SLA covers WordPress website development, active website maintenance, website migration between hosting or domains, and active website SEO optimization when included in the client agreement.
2. Response time
- General support requests: maximum 1×24 business hours.
- Emergency cases, such as an inaccessible website: maximum 4 business hours.
- Communication takes place by email or WhatsApp as agreed.
3. Resolution targets
- Minor issues such as small bugs, display problems, or minor changes: 1–2 business days.
- Medium issues such as plugin errors, failed updates, or small migrations: 2–4 business days.
- Major issues such as full server migration or severe damage: up to 7 business days.
Resolution time can vary with complexity, third-party dependencies, and client response time.
4. Service schedule
Standard service hours are Monday–Friday, 09:00–17:00 WIB. Messages outside those hours may still receive a response, but are not guaranteed under this SLA.
5. Rayatiga responsibilities
- Maintain service continuity according to the agreed standards.
- Provide periodic status or uptime reports when included or requested.
- Notify the client when material delays or technical issues occur.
6. Client responsibilities
- Provide necessary access, data, approvals, and instructions.
- Pay invoices according to the agreed schedule.
- Avoid actions that directly damage or compromise the website system.
7. Exclusions
Targets do not apply to delays or failures caused by hosting, domain, or other third-party providers; cyberattacks beyond reasonable control; delayed or incomplete client information; or force majeure events.
8. Updates
Rayatiga may update this SLA when needed. Active clients will be informed of material changes at least seven days before they take effect.
9. Agreement
Using a service covered by this SLA indicates that the client has read, understood, and accepted its terms together with the applicable service agreement.