Service Level Agreement
Our commitments on support, response times, and ongoing website management.
Last updated: October 6, 2026
This Service Level Agreement ("SLA") describes the service commitments that Novatrix Digital ("we", "us", or "our") provides to clients on an active website maintenance or management plan. This SLA forms part of, and is governed by, the broader service agreement and Terms of Service between you and Novatrix Digital.
1. Scope
This SLA applies to websites and Shopify stores we maintain or manage under an active, paid plan with no overdue balance. We provide web design, web development, and web management — we do not provide hosting. For Shopify stores, the platform itself is operated by Shopify, and its availability is outside our control. This SLA does not apply to issues caused by factors outside our reasonable control, including third-party hosting providers, networks, or services, or client-side changes made without our involvement.
2. Support Response Times
We classify support requests by severity and aim to provide an initial response within the following target times during business hours:
| Priority | Description | Target Response |
|---|---|---|
| Critical (P1) | Site fully down or core functionality unavailable. | Within 2 hours |
| High (P2) | Major feature impaired; significant impact on operations. | Within 8 hours |
| Normal (P3) | Minor issue or limited-impact bug with a workaround. | Within 1 business day |
| Low (P4) | General questions, content updates, and enhancement requests. | Within 2 business days |
Response time refers to our acknowledgement of, and initial action on, a request — not a guaranteed time to full resolution. Resolution times depend on the nature and complexity of the issue, and on third parties such as the client's hosting provider where relevant.
3. Availability & Monitoring
For sites on a management plan, we monitor availability and work to identify and address issues promptly. Because the underlying hosting and infrastructure are provided by third parties chosen by or on behalf of the client, we do not guarantee a specific uptime percentage — actual availability depends on the client's hosting provider. Where an outage stems from something within our control (for example, a change we deployed), we treat it as a Critical request under the table above.
4. Maintenance & Updates
Active management plans include ongoing maintenance such as software updates, security patching, and content changes as agreed. Where practical, we schedule work that may cause disruption during low-traffic periods and provide advance notice.
5. Backups
Where the client's hosting environment permits, we help configure and maintain regular backups as part of a management plan, and assist with restoration in the event of an incident. Backup capabilities ultimately depend on the hosting provider in use.
6. Client Responsibilities
To enable us to meet these commitments, clients agree to maintain an active plan in good standing, keep their hosting and domain services active and accessible to us, report issues promptly through our designated support channels with sufficient detail, and avoid unauthorized changes that could affect stability or security.
7. Exclusions
This SLA does not cover issues resulting from: events of force majeure; failures of third-party hosting providers, e-commerce platforms (such as Shopify), apps, domains, networks, or infrastructure outside our control; client-requested changes or client-introduced code; misuse of the services; denial-of-service or other malicious attacks; or suspension due to non-payment or breach of the Terms of Service.
8. Service Credits
If we materially fail to meet the support response targets in this SLA in a given calendar month due to factors within our control, eligible clients may request a service credit against a future invoice. Credits are the sole and exclusive remedy for any failure to meet the targets in this SLA, and the specific credit structure, where applicable, is defined in the client's service agreement.
9. Changes to This SLA
We may update this SLA from time to time. The "Last updated" date reflects the most recent version. Material changes affecting active plans will be communicated to clients in advance where reasonably practicable.
10. Contact Us
For SLA questions or to report an incident, contact us at contact@novatrixdigital.com.
This Service Level Agreement is provided as general information and does not constitute legal advice. Specific service commitments, credits, and remedies should be confirmed in a signed service agreement and reviewed by qualified legal counsel.