Our WebCare Service Level Agreement is a contract that governs our Client’s use of our WebCare service offering. It complements our Master Service Agreement, available here.

Introduction

Leap Digital, part of the WSI World Network, is dedicated to providing innovative digital solutions tailored to the evolving needs of our clients. This Service Level Agreement outlines our WebCare services, designed to ensure your online presence is managed with expertise and proactive care. By utilizing our services, you agree to the terms laid out in this document, which complement our Master Service Agreement available here.

Definition of "Client"

Throughout these Terms of Service, 'You' and 'Client' refer to any individual, company, or entity engaging with Leap Digital Ltd, also known as WSI - Leap Digital within the WSI World Network, or our parent company, Indatum Inc. This term applies in contexts that outline rights, responsibilities, and formal obligations under this agreement.

WebCare Subscription Clients

WebCare is not sold in isolation and is available to all clients of Leap Digital. WebCare Subscription clients also receive enhanced services including:

Proactive Support Services: Regular maintenance and updates ensure optimal operation of your digital assets. This includes real-time monitoring and preventive measures to safeguard your online presence.

Managed Services for WordPress: Subscribers benefit from daily backups, disaster recovery services, broken link monitoring, and robust security measures. These services are designed to maintain the integrity and security of your WordPress site.

Prioritized Queue & Accelerated Response Times: Subscription clients enjoy priority in service queues and faster response times, ensuring quick resolution of issues.

Accumulation of Unused Hours: Unused hours roll over to the next billing period, allowing flexibility for larger updates or enhancements.

Discounts on Overage Hours: Additional hours needed beyond the monthly allocation are available at discounted rates.

Scope of Services

Our WebCare service acts as your virtual IT team, managing and enhancing your online presence across all digital assets. This includes:

• Minor Website Updates that fit within the monthly budget.
• Google Business Profile management, including updates, fixes, and optimization.
• Google Analytics setup and monitoring, to track website traffic and user behavior.
• Social media profile fixes and optimization across various platforms.
• Digital Marketing Consultations.
• Enterprise Architecture Consultations.
• Monthly Automated Reporting.

Proactive Support Services for WebCare Subscribers Only

WebCare subscription clients receive proactive Support Services, meaning that without tickets, we still work each month. The first 5 hours of support each month are committed to:

• Regular maintenance and updates of WordPress core, themes, and plugins. (Manually executed, not automated)
• Disciplined WP and PHP Updates with site backup and smoke testing.
• Website security monitoring and malware removal.
• Performance optimization.
• Technical support for website issues.
• Template Updates.
• Minor SEO Optimizations

We use tools such as SEM Rush Site Audit, GTMetrix, and Google Lighthouse to identify website issues and concerns each month allowing us to actively monitor and report on issues with the site. We then continuously address as many issues as possible each month within the given time budget. Our goal is to provide a site health score of 93% or better for all our clients. Most clients see this in their first month.

Managed Services for WebCare Subscribers on WordPress

Our WebCare Subscription offers a comprehensive suite of services designed to enhance and secure your WordPress site. All WebCare subscribers benefit from the following services:

• Daily Backups and Disaster Recovery: Regular backups of your website data ensure that in the event of a disaster, recovery can be swift and data loss minimal. This service is essential for maintaining the continuity and integrity of your online presence.
• Broken Link Monitoring: Continuous monitoring to identify and report any broken links on your website, ensuring a seamless user experience.
• Security Monitoring: Proactive security measures to protect your site from potential threats and vulnerabilities, keeping your digital presence safe.

Additionally, we provide an optional service for those who wish to take advantage of our hosting solutions:

• Optional Free Hosting: Subscribers have the option to host their WordPress site with us at no additional cost. This hosting is optimized for performance and security, including regular updates and maintenance to ensure your website operates smoothly.

Business Hours

Our support services are available during standard business hours, which are from 9:00 AM to 5:00 PM Eastern Standard Time (EST), Monday through Friday, excluding recognized holidays. Support requests received outside of these hours will be addressed during the next available business day.

Requesting Support

We believe clients should have clear and convenient channels through which they can report requests or issues to ensure efficient communication and resolution. Here are some recommended methods for clients to report requests or issues:

Dedicated Email: We will provide each of our clients with a dedicated email address where they can send their requests or report issues. This allows for written documentation of the communication and ensures that requests are routed to the appropriate team members for prompt attention. If you are not aware of your support email, please contact assigned members of your client success team.

Online Ticketing System: We have an online support form, accessible through our client portal. This interfaces directly with our ticketing system where clients can submit support tickets directly through our website. This system can categorize requests, assign priorities, and track the status of each ticket, providing transparency and accountability throughout the resolution process.

Scheduled Check-ins: For clients with ongoing contracts, and budgets of 20 hours or more per month, we offer regular check-in meetings or calls to discuss any issues, updates, or upcoming needs.

For Critical Issues: In the event of a complete website outage, please notify us first through one of the channels provided, and also be sure to contact your assigned members of your client success team.

Please remember we do not guarantee 24x7 support, please refer to our business hours. WebCare is not an emergency help desk. If you are interested in 24-hour support, we could make a recommendation to our partners who specialize in Level 1 Critical Support.

By offering multiple channels for clients to report requests or issues, we can accommodate different preferences and ensure that clients can easily reach out for support whenever they need it. Additionally, providing clear instructions on how to report requests or issues and setting expectations for response times will help streamline the communication process and foster positive client relationships.

Note that requests submitted directly to our client services team will be delayed, so please be sure to use the support mechanisms available to you.

Support Levels

Important ** We do not offer, or guarantee 24x7 support, please refer to our business hours. We do offer packages with partners who specialize in Level 1 Critical Support.

Support requests are classified into the following levels based on their urgency:

• Level 1 (Standard): Most requests fall in this bucket, this is for updates to pages, or other items that are not issues with the site.  
• Level 2 (Medium): Moderate issues affecting important functionalities of the site, or significant performance degradation.
• Level 3 (Critical): Complete website outage or severe functionality issues affecting core business operations.

Acknowledgement, Response and Resolution Times

Our team strives to meet the following response and resolution times for each support level:

Acknowledgement & Response Times

Tickets submitted through email, or our support form are automatically acknowledged upon receipt.

Response time will vary, but in most cases, we will respond within the specified timeframe below. In this time, our team will review your request, assign it to an appropriate team member, and provide an estimated completion date. During our initial assessment, if we determine that the request will require more time than the usual resolution period or exceed 5 hours of support, we will promptly inform you to ensure you are fully updated on the progress of your issue.

All the hours below are within Business Hours.  

Resolutions Times

To ensure transparency and set clear expectations, we have outlined our support levels along with the typical resolution times and frequency of updates until completion for both WebCare subscribers and non-WebCare subscribers. The following table details our commitment to resolving issues efficiently and keeping you informed every step of the way. This structure helps us provide timely solutions and regular communication, tailored to the specific support level of each request.

All resolution times are within Business Hours.

 Please note that while we strive to meet the resolution times listed, they are estimates and may vary depending on the complexity of the issue and other influencing factors. We are committed to resolving your concerns as swiftly and efficiently as possible, and we appreciate your understanding.

Client Responsibilities

Clients are expected to:

• Promptly report any concerns or issues with their website.
• Provide necessary access credentials for troubleshooting.
• Comply with the WebCare service agreement terms.
• Accurately describe the urgency and specifics of each request.

These adjustments aim to make your SLA more accessible and straightforward, ensuring that clients can easily understand and engage with the terms and services provided.

Monitoring

Our clients have full access to monitor their support tickets through ClickUp. Updates regarding the status of your requests will be provided in ClickUp, where clients can also be added as Watchers on specific tasks. We encourage you to activate notifications for tasks where you are a watcher to stay informed of any changes or updates in real-time.

WebCare work is tracked using our project management system. Clients are provided with access to on-demand reports to monitor their usage and remaining hours in our ClickUp tool.

At the end of each month, we will evaluate the hours used by the client. If the client exceeds their purchased bundle of hours, overages will be invoiced at a rate identified in their rate card. If a client has not utilized the full set of hours, the hours will be extended to future months.

Exclusions

WebCare services are robust, yet some items fall outside the standard scope, including:

• Development of new features or functionalities beyond the allocated hours.
• Services involving third-party solutions, not covered under this agreement.
• Development of new features or functionalities that do not fit within the budgeted hours.   We will evaluate large requests and propose fixed-price options.
• Content writing, creation or editing.
• Website Design
• PDF File Editing
• Third-party services are not explicitly covered under this agreement.
• Due to the nature of support requests, there may be other support request types that are currently unforeseen, and therefore we are unable to capture all in our lists here. In these circumstances, we will do our best to accommodate, or we may be required to provide recommendations only.

For services that fall outside these parameters, we are prepared to evaluate and propose tailored solutions or recommend expert partners.

Review and Amendments

This Service Level Agreement is subject to periodic review and amendments by WSI Leap Digital. Clients will be notified of any changes in advance.