This Service Level Agreement (SLA) outlines the service standards provided by We Develop Any Website (“Provider”) for tasks performed for both subscription plan customers and one-time users. This SLA, together with the One-Off Task Terms & Conditions and the Payment & Refund Terms, governs the execution of all one-off tasks related to web maintenance/fixes, print designs, and graphic designs.
1. Introduction
This SLA defines the service standards for We Develop Any Website, a provider specializing in website management, graphic design, and various task executions for businesses.
2. Service Offerings
We Develop Any Website offers the following one-off services, with specific execution times for each type of task:
3. Operating Hours
The human team at We Develop Any Website operates within specific hours to handle and execute tasks. These hours differ between Subscribers and One-Off Task Customers:
| Customer Type | Operating Days | Operating Hours |
|---|---|---|
| Subscribers | Monday – Friday | 8:00 AM – 6:00 PM |
| Saturday – Sunday | 9:00 AM – 3:00 PM | |
| One-Off Task Customers | Monday – Friday | 9:00 AM – 5:00 PM |
The AI-based onboarding system is active 24/7, ensuring companies can submit tasks at any time. However, tasks will only be executed during the human team’s operating hours.
A. One-Off Web Maintenance/Fix Tasks – £99+VAT Firm Fixed-Fee
All One-Off Web Maintenance/Fix Tasks are performed in accordance with the One-Off Task Terms & Conditions. These tasks are completed within the following timeframes:
| Service | Completion Timeframe (Non-Subscribers) | Subscriber Completion Timeframe |
|---|---|---|
| Bad Gateway | Within 24 hours | Within 1 hour |
| Cloudflare 521 Error | Within 24 hours | Within 1 hour |
| Connection Timed Out | Within 24 hours | Within 1 hour |
| Domain Management | Within 24 hours | Within 1 hour |
| E-commerce Maintenance | Within 24 hours | Within 1 hour |
| Error | Within 24 hours | Within 1 hour |
| Failed WordPress Update | Within 24 hours | Within 1 hour |
| Forgot Admin Password | Within 24 hours | Within 1 hour |
| Gateway Timeout | Within 24 hours | Within 1 hour |
| Image Upload Issues | Within 24 hours | Within 1 hour |
| Incorrect File Permissions | Within 24 hours | Within 1 hour |
| Maximum Execution Time Exceeded | Within 24 hours | Within 1 hour |
| Memory Exhausted | Within 24 hours | Within 1 hour |
| Request Entity Too Large | Within 24 hours | Within 1 hour |
| Reset WordPress Password | Within 24 hours | Within 1 hour |
| Server Configurations | Within 24 hours | Within 1 hour |
| Service Unavailable | Within 24 hours | Within 1 hour |
| SSL Certification Errors | Within 24 hours | Within 1 hour |
| Stuck in Maintenance Mode | Within 24 hours | Within 1 hour |
| Syntax Error | Within 24 hours | Within 1 hour |
| Too Many Requests | Within 24 hours | Within 1 hour |
| Web Hosting Management | Within 24 hours | Within 1 hour |
| Website (WordPress) Migrations | Within 24 hours | Within 1 hour |
| WordPress Fixes | Within 24 hours | Within 1 hour |
| WordPress Memory Exhausted Error | Within 24 hours | Within 1 hour |
| WordPress Syntax Error | Within 24 hours | Within 1 hour |
| WordPress Troubleshooting | Within 24 hours | Within 1 hour |
| White Screen of Death | Within 24 hours | Within 1 hour |
B. One-Off Print Design Tasks – £195+VAT Firm Fixed-Fee
All One-Off Print Design Tasks are performed in accordance with the One-Off Task Terms & Conditions. These tasks are completed within the following timeframes:
| Service | Completion Timeframe (Non-Subscribers) | Subscriber Completion Timeframe |
|---|---|---|
| Billboard Design | Within 72 hours | Same Day |
| Book Cover Design | Within 72 hours | Same Day |
| Brochure Design | Within 72 hours | Same Day |
| Business Card Design | Within 72 hours | Same Day |
| Catalog Design | Within 72 hours | Same Day |
| Exhibition Stand Design | Within 72 hours | Same Day |
| Flyer Design | Within 72 hours | Same Day |
| Invitation Design | Within 72 hours | Same Day |
| Magazine Layout Design | Within 72 hours | Same Day |
| Menu Design | Within 72 hours | Same Day |
| Newspaper Layout Design | Within 72 hours | Same Day |
| Packaging Design | Within 72 hours | Same Day |
| Poster Design | Within 72 hours | Same Day |
| POS Materials Design | Within 72 hours | Same Day |
| Stationery Design | Within 72 hours | Same Day |
C. One-Off Graphic Design Tasks – £145+VAT Firm Fixed-Fee
All One-Off Graphic Design Tasks are performed in accordance with the One-Off Task Terms & Conditions. These tasks are completed within the following timeframes:
| Service | Completion Timeframe (Non-Subscribers) | Subscriber Completion Timeframe |
|---|---|---|
| App Wireframing Design | Within 72 hours | Same Day |
| Banner Ads | Within 72 hours | Same Day |
| Branding and Identity Design | Within 72 hours | Same Day |
| Email Newsletter Design | Within 72 hours | Same Day |
| Infographics | Within 72 hours | Same Day |
| Logos | Within 72 hours | Same Day |
| Motion Graphics | Within 72 hours | Same Day |
| Presentations | Within 72 hours | Same Day |
| Social Media Graphics | Within 72 hours | Same Day |
| Typography | Within 72 hours | Same Day |
| User Experience (UX) | Within 72 hours | Same Day |
| User Interface (UI) | Within 72 hours | Same Day |
| e-book Design | Within 72 hours | Same Day |
Working Hours: All services are performed during working hours (9am-6pm, Monday to Friday). Services requested or required outside of these hours may experience delays or may be subject to additional charges.
4. Satisfaction Guarantee and Refund Policy
At We Develop Any Website (WDAW), our commitment is to deliver work that adheres strictly to the agreed specifications and timelines. However, the eligibility for refunds depends on the level of detail provided by the client. Our refund policy is as follows:
Eligibility for Refund:
- Complete Specifications Provided: If the client provides a full, detailed specification for a design task (including, but not limited to, branding instructions, color schemes, brand guidelines, design waivers, exact wording, dimensions, sizes, fonts, file formats, and layout details), WDAW is obligated to deliver work that meets these exact specifications. If the final deliverable does not meet these agreed specifications, it may be subject to a refund request within 14 days of delivery.
- Artistic License Due to Incomplete Specifications: If the client does not provide a comprehensive specification or spec sheet, WDAW will proceed with the task using a certain level of artistic license. In such cases, the final deliverable will be based on WDAW’s professional judgment, and the work will not be eligible for a refund even if the client is not satisfied with the results. Clients must understand that without detailed guidance, subjective preferences cannot be the basis for a refund.
- Final Approval: Once a final design is approved by the client and the usable version is delivered, the task is considered complete, and no refunds will be issued, regardless of whether specifications were fully detailed or not.
- Refund requests will be processed within 10 days of the approval of the refund request.
Exceptions to Refunds:
- Web Maintenance/Fix Tasks: No refunds will be issued once work has commenced.
- Delays: Refunds will not be provided for delays if the task is ultimately completed in line with the agreed specifications.
- Scope Modifications: Any modifications to the project scope requested after work has begun may incur additional charges and are not eligible for a refund.
- Client-Side Delays: If delays occur due to client-side issues, such as unavailability, late provision of materials, or lack of communication, refunds will not be issued.
5. Exceptions
The following exceptions may affect task timelines:
- Material Provision Issues: Delays in receiving necessary materials or information from the client.
- Client-Side Unavailability: Delays caused by the client’s unavailability or slow response times.
- Logistical Challenges: Difficulties accessing backend systems or unforeseen technical constraints.
- Unforeseen Complications: Unexpected issues that arise during task execution.
6. Dispute Resolution
If a dispute arises regarding payment or refunds, the following resolution process will apply:
- Dispute Submission: Submit disputes within 14 days of task completion to the We Develop Any Website Dispute Resolution Team at disputes@wedevelopanywebsite.co.uk.
- Evaluation: The Dispute Resolution Team will review the circumstances and provide a resolution in line with the terms outlined in this Service Level Agreement (SLA).
7. Conclusion
This SLA serves as a formal agreement between We Develop Any Website and our clients, outlining clear expectations and ensuring accountability in service delivery.
8. Disclaimers
For One-Off Tasks:
- All one-off tasks are subject to availability and feasibility. We strive to complete tasks within the specified timeframes, but actual execution may vary due to complexity, technical constraints, or unforeseen issues. The timeframes provided are estimates, not guarantees. WDAW will communicate any delays or complications promptly.
For Graphic Design & Print Design Tasks:
- The listed tasks are examples and not exhaustive. Execution times may vary based on project complexity, client communication, and workload. We will make every effort to meet agreed deadlines and will inform the client of any delays or challenges.
9. Refund & Payments
All refunds are processed in accordance with the Payment & Refund Terms outlined in the One-Off Tasks Terms & Conditions.
Refund Disclaimer:
- Refunds are not available once work has begun on web maintenance or fix tasks.
- For graphic and print design tasks, once the final usable version is delivered and approved, refunds will not be issued.
- Clients should thoroughly review project details before making payments. Modifications to the project scope may incur additional fees and must be agreed upon by both parties.
- If WDAW is unable to resolve the issue or complete the task as requested, a full refund will be issued within 10 days of the decision.
10. Security Protocols For Sensitive Data Exchange
At We Develop Any Website, we prioritize the security and confidentiality of our customers’ sensitive data, particularly when it involves granting temporary administrative access to the backend of websites, such as WordPress, to resolve technical issues. The following protocol outlines our approach to handling sensitive data securely, the steps we take to mitigate potential risks, and the responsibilities of both our team and the customer.
10.1. Data Collection and Request Protocol
When a task requires access to the backend of a customer’s WordPress site or similar platform, we may request that the customer create a temporary admin username and password for our engineers to use. These credentials are requested via one of two secure channels:
- Registered Email Address: We send a request for credentials to the email address registered at the time of the One-Off Task purchase or subscription sign-up.
- Subscriber Dashboard: For subscribers, credentials can be securely submitted through the “Security & Access” section within the Subscriber Dashboard.
10.2. Secure Storage of Sensitive Data
All sensitive data, including admin credentials, are stored securely within the Tidio app. Tidio is a GDPR-compliant platform known for its robust security features, including:
- End-to-End Encryption: Tidio employs encryption protocols that ensure all data transmitted and stored is secure and inaccessible to unauthorized users.
- Access Control: Only authorized personnel within We Develop Any Website have access to the stored credentials. Access is strictly monitored and logged to prevent unauthorized use.
- Data Privacy: Information stored within Tidio is private and not shared with any third parties unless explicitly required by law or necessary for completing the task.
10.3. Temporary Nature of Credentials
We strongly recommend that customers create temporary credentials specifically for the task at hand. These credentials should be:
- Unique: Different from any existing usernames or passwords.
- Temporary: Set to expire after a specific period or upon completion of the task. Customers are advised to delete or deactivate these credentials immediately after our work is completed to further reduce any security risks.
10.4. Disclaimer and Customer Responsibility
While We Develop Any Website takes extensive measures to protect sensitive data, the Company acknowledges and agrees to the following:
- Data Security Responsibility: The customer is responsible for the initial creation and eventual deletion of temporary credentials. We Develop Any Website cannot be held liable for any breaches resulting from weak passwords, failure to delete credentials post-task, or unauthorized access due to customer negligence.
- Potential Risks: Although we utilize secure methods for data exchange and storage, the transmission of data over the internet always carries some level of risk. We Develop Any Website is not liable for any unauthorized access or breaches that occur as a result of data being intercepted during transmission, unless such breaches are directly attributable to our negligence.
- Limitation of Liability: In the event of a security breach, our liability is limited to the direct damages incurred due to our handling of the data, subject to the terms and conditions of our service agreements.
10.5. Breach Response Protocol
In the unlikely event of a security breach:
- Immediate Notification: We will notify the affected customer(s) immediately via their registered email address.
- Breach Containment: Our technical team will take immediate action to contain and mitigate the breach, including disabling compromised credentials and assessing any potential damages.
- Investigation and Reporting: We will conduct a thorough investigation to determine the cause of the breach and implement additional security measures to prevent future incidents. A report detailing the breach and our response will be provided to the affected parties.
10.6. Recommendations for Customers
To further enhance security, we recommend that customers:
- Use strong, unique passwords for temporary credentials.
- Enable two-factor authentication (2FA) where possible.
- Regularly update all passwords and credentials associated with their website.
By following these protocols, We Develop Any Website ensures that sensitive data is handled with the utmost care, reducing the risk of unauthorized access while maintaining the integrity of the services we provide.
11. Information & Data We May Need From You
When undertaking tasks for our customers, We Develop Any Website requires certain information and data to efficiently complete the job. Below is a list of tasks with the associated information we may request to ensure smooth and successful execution.
11.1. Web Maintenance/Fix Tasks
-
Server Configurations
- Temporary Admin Permissions
- Server/Hosting Information (login details, server IP)
- Access to Control Panel (cPanel, Plesk)
- FTP/SFTP Access
-
WordPress Troubleshooting
- Admin Username and Password
- Access to Hosting Control Panel
- Access to Database (phpMyAdmin)
-
Domain Management
- Domain Registrar Login Details
- DNS Settings Information
- Current Hosting Provider Information
-
SSL Certification Errors
- Hosting Control Panel Access
- Current SSL Certificate Details
- Server/Hosting Login Information
-
Website (WordPress) Migrations
- Admin Username and Password
- Database Access (phpMyAdmin or equivalent)
- FTP/SFTP Access
- New Hosting Provider Information
11.2. Print Design Tasks
-
Billboard Design
- Company Branding Guidelines (logo, colors, fonts)
- High-Resolution Images/Photos
- Specific Text Content for Billboard
-
Brochure Design
- Company Branding Guidelines
- Product/Service Information
- High-Resolution Images/Graphics
- Specific Text Content and Layout Preferences
-
Business Card Design
- Company Branding Guidelines
- Employee Information (name, title, contact details)
- Logo and Preferred Layout
-
Packaging Design
- Product Specifications and Dimensions
- Company Branding Guidelines
- High-Resolution Images/Graphics
- Text Content for Labels/Packaging
11.3. Graphic Design Tasks
-
Logo Design
- Company Branding Guidelines
- Desired Logo Styles and Inspirations
- Company Information and Values
- Specific Color Preferences
-
Social Media Graphics
- Social Media Platform Specifications (dimensions, format)
- Company Branding Guidelines
- High-Resolution Images/Graphics
- Specific Campaign Information
-
Email Newsletter Design
- Branding Guidelines
- Previous Newsletters (if available)
- Specific Content and Images
- Call to Action (CTA) Information
-
User Interface (UI) Design
- Wireframes or Sketches
- Company Branding Guidelines
- Functional Requirements and User Flow
- High-Resolution Icons and Images
11.4. E-commerce Maintenance Tasks
-
Product Uploads/Updates
- Admin Username and Password
- Product Information (names, descriptions, prices)
- High-Resolution Product Images
- SKU Codes and Inventory Details
-
Payment Gateway Integration
- Access to E-commerce Platform (Admin)
- Payment Gateway Account Details
- API Keys and Secret Keys
-
Shopping Cart Fixes
- Admin Username and Password
- Detailed Description of the Issue
- Access to Database (if required)
Conclusion
The information and data requested will vary based on the specific task at hand. We Develop Any Website may request additional details as necessary to ensure the successful completion of tasks. All sensitive information will be handled securely in accordance with our security protocols, ensuring that your data remains protected throughout the process.