Paklette Web Services: Maintenance & Support Service Level Agreement (SLA)
Last Updated: June 19, 2026
This Maintenance & Support Service Level Agreement (“SLA”) defines the core infrastructural baselines, response time guarantees, and operational boundaries provided by Paklette Web Services (“Company,” “we,” “us,” or “our”) to active subscribers of our monthly support packages (“Client,” “you,” or “your”).
By maintaining an active Monthly Support subscription, you explicitly agree to the terms, operational windows, and scope protections detailed below.
1. Standard Operational Windows
All manual engineering labor, ticket reviews, and routine updates are executed strictly within our official agency operating hours:
- Standard Business Hours: Monday to Friday, 9:00 AM – 5:00 PM East Africa Time (EAT).
- Exclusions: Weekends (Saturdays and Sundays) and official Kenyan Public Holidays.
- After-Hours Operations: Any manual maintenance or development requests initiated by the Client outside these hours will be handled under Section 4 (Advanced Feature Tasks & Out-of-Scope Work).
2. Core Automated Maintenance Stack (All Tiers)
Regardless of your subscription tier, Paklette Web Services provides a continuous, automated infrastructural baseline to ensure site stability:
- Updates: Regular, safe deployment of patches for WordPress Core, active themes, and plugin environments.
- Backups: Automated off-site cloud backups with a 30-day rolling recovery restore-point history.
- Security & Monitoring: Continuous real-time uptime monitoring alongside automated security scans to detect malware, broken assets, and database vulnerabilities.
- Performance Maintenance: Ongoing database optimization and server-level configuration management (including LiteSpeed cache and OPcache tuning) to preserve initial engineering benchmarks.
3. Ticket Classification & Response Time Guarantees
Support requests must be submitted exclusively through our official support email channel (support@paklette.com) or designated client portal to log an official timestamp. Response windows apply strictly within our Standard Business Hours unless covered by an active Ultimate Guardian emergency clause.
Critical (Severity 1)
- Definition: The live production website is completely offline, inaccessible, or experiencing total checkout failure.
- Essential Care: Within 12 Business Hours
- Proactive Plus: Within 6 Business Hours
- Ultimate Guardian: Within 4 Business Hours
Standard (Severity 2)
- The website is live, but a feature isn't working properly, there's a visual issue, or a small content update is needed.
- Essential Care: Within 48 Business Hours
- Proactive Plus: Within 24 Business Hours
- Ultimate Guardian: Within 12 Business Hours
General Inquiry (Severity 3)
- General technical consultation, billing questions, advice on new plugins, or performance analytics interpretations.
- Essential Care: Within 48 Business Hours
- Proactive Plus: Within 24 Business Hours
- Ultimate Guardian: Within 12 Business Hours
Note: “Response” is defined as an active acknowledgment and diagnostic overview by a technical lead, not necessarily a final resolution, as complex bugs may require extended code diagnostics.
4. The Boundary Layer: Scope & Out-of-Scope Transparent Matrix
To protect our engineering team and maintain rigid professional boundaries regarding project scope, tasks are divided into included maintenance and separately billable engineering work:
A. Included in Your Monthly Support Plan
- Routine maintenance patches for Website core, themes, and plugins.
- Server-level cache auditing, database optimization, and image compression audits.
- Security hardening, malware mitigation, and automated backup management.
- Minor text, image swaps, or basic blog layout corrections (subject to your tier’s allocated monthly developer hours).
B. Billed Separately as Advanced Feature Tasks
- Building New Features: Adding completely new capabilities to your site that don't exist today, such as setting up advanced product search filters, property listings, or interactive customer maps.
- International & Complex Payment Setups: Configuring your online checkout to handle multiple global currencies, complex tax calculations, or advanced automated invoicing rules.
- Major Design Changes & Rebranding: Redesigning whole pages, changing your company's color scheme across the entire site, or building entirely new page layouts from scratch.
- Content Writing: Writing sales copy for your products or services. For plans including content management, all copy and media assets must be provided 100% complete by the client.
- After-Hours & Weekend Requests: Any manual, non-emergency update requests made outside our standard operating hours (Monday to Friday, 9 AM – 5 PM EAT). These are handled as rush-fee tasks to respect our engineering team’s weekends.
5. Client Responsibilities & Dependencies
The efficiency of our support ecosystem relies on mutual operational discipline. Paklette Web Services is exempt from meeting SLA response targets under the following conditions:
- Third-Party Code Interference:The Client or a third-party vendor modifies the theme files, core files, or introduces unapproved plugins that cause environment conflicts.
- External Infrastructure Failures: Downtime or performance degradation caused by third-party hosting providers, domain registrars, or external payment gateways not managed or configured directly under our agency account.
- Credential Delays: Delays resulting from the Client's failure to provide necessary administrative access, API keys, or verification codes required to diagnose a recorded issue.
6. Service Amendments & Revisions
Paklette Web Services reserves the right to modify, amend, or update this SLA framework to align with updated engineering benchmarks or hosting requirements. Active clients will receive electronic notification 30 days prior to any structural updates taking effect. Continued subscription following the 30-day notice period constitutes binding acceptance of the revised SLA.