Effective Date: 3 August 2025
Last Updated: 1 September 2025
Provider: SiteForge (Pty) Ltd (“SiteForge”, “we”, “us”)
Customer: (“you”, “your”)
This Service Level Agreement (“SLA”) sets out the level of service you can expect from SiteForge. It applies to all active customers using our website design, hosting, domain registration, and ForgeCare maintenance services.
1. Services Covered
This SLA applies to:
• Website design & development packages (CoreForge, PrimeForge, PowerForge, including upgrades).
• Hosting services (ForgeHost and ForgeHost Plus).
• Domain registration and renewals.
• ForgeCare maintenance plans.
• Add-ons and upgrades (CartForge, ForgeAnalytics, ForgePage).
2. Service Availability (Hosting & Domains)
We guarantee 99.9% uptime per calendar month for hosting and domain services.
Downtime does not include:
•Planned maintenance (you’ll get at least 24 hours’ notice).
• Circumstances beyond our control (e.g., Eskom load shedding, fibre network issues, natural disasters, cyberattacks).
• Problems caused by customer changes or third-party integrations.
3. Support & Response Times
Our support team is available during standard business hours and for urgent hosting issues after hours.
• Critical Issues (e.g., full hosting outage): Response within 2 hours, resolution within 6 hours.
• High Priority (e.g., email down, billing disputes): Response within 8 hours, resolution within 24 hours.
• Normal Requests (e.g., updates, minor fixes): Response within 2 business days, resolution within 3 business days.
4. Website Development
• Delivery timelines will be agreed per project.
• Customer delays (late content, missing approvals) will extend timelines.
• We will not be held liable due to delays in domain transfers between original registry servers and ours.
• Cancellations and refunds are subject to our Refund Policy.
5. ForgeCare Maintenance
• Includes monthly backups, regular security updates, and priority fixes.
• Content updates are limited to reasonable adjustments, not full redesigns.
• Excludes custom development unless agreed separately.
6. Exclusions
This SLA does not cover:
• Customer negligence (weak passwords, ignored updates, etc.).
• Services outside SiteForge’s control (global DNS issues, upstream provider outages).
• Any custom work not included in your signed agreement.
7. Remedies
If uptime falls below 99.9% in a calendar month, you may request service credits:
• 96.0% – 99.8% uptime: 5% credit of monthly hosting fee.
• 90% – 95.9% uptime: 10% credit.
• Below 90% uptime: 25% credit.
Credits are applied to your account for future purchases and cannot be exchanged for cash.
8. Customer Responsibilities
• Keep account information accurate and up to date.
• Comply with our Terms & Conditions and Acceptable Use Policy.
• Use strong, secure passwords and follow security guidance.
• Provide approvals and content promptly for web projects.
9. Escalation
Unresolved issues can be escalated to: executive-esc@siteforge.co.za
10. Term & Termination
• This SLA is valid for as long as you have active services with SiteForge.
• Termination follows the rules in our Terms & Conditions and Refund Policy.
11. Legal Framework
This SLA is governed by the laws of the Republic of South Africa, including the Consumer Protection Act (2008) and the Electronic Communications and Transactions Act (2002).