Service Level Agreement

Effective Date: 1st May 2025

This Service Level Agreement (“SLA”) outlines the expectations, responsibilities, and service commitments between Web Design Nigeria (a brand owned by Geeksvillage) and its clients.

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1. Scope of Services

This SLA applies to the following services provided by Web Design Nigeria:

• Website Design & Development
• Website Maintenance & Support
• Search Engine Optimization (SEO)
• E-commerce Website Setup
• Web & Brand Consultation
• Hosting, Domain & SSL Management (via Geeksvillage)

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2. Service Availability

🕒 Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (WAT)
📩 Email & Ticket Support Response Time: Within 24–48 business hours

Emergency issues, such as website outages, are prioritized and addressed within 6–12 hours when possible.

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3. Response & Resolution Times

Issue Severity	Response Time	Resolution Time
🔴 Critical (Site Down)	Within 2 Hours	Within 6–12 Hours
🟠 High (Major Bug)	Within 6 Hours	Within 1–2 Business Days
🟡 Medium (Functionality Issue)	Within 24 Hours	Within 2–3 Business Days
🔵 Low (Minor Request)	Within 48 Hours	Within 5 Business Days

Resolution times may vary based on client feedback, complexity, and third-party dependencies.

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4. Client Responsibilities

To maintain timelines and service quality, clients agree to:

• Provide required content, access, and approvals in a timely manner
• Notify Web Design Nigeria of changes to the project or business needs
• Ensure all third-party tools (e.g., payment gateways, APIs) are accessible when needed

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5. Web Design Nigeria Responsibilities

Web Design Nigeria will:

• Deliver services according to industry standards and agreed timelines
• Provide prompt communication and support within SLA timelines
• Maintain data privacy and project confidentiality
• Proactively communicate any potential service delays or changes

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6. Hosting, Domain & SSL Services

Web Design Nigeria is a brand fully owned and operated by Geeksvillage. All infrastructure services—web hosting, domain registration, and SSL certificates—are exclusively managed by Geeksvillage.

Clients who purchase any design or development package understand and agree that:

• Domains, hosting, and SSLs will be provisioned through Geeksvillage.
• All renewals, payments, and upgrades will be handled directly by Geeksvillage.
• Infrastructure-related technical support is provided by the Geeksvillage Support Team.

This centralized structure ensures optimal performance, security, and faster technical resolutions.

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7. Service Exclusions

This SLA does not cover:

• Issues caused by third-party hosting platforms or service providers not affiliated with Geeksvillage
• Delays due to client-side inaction or delayed feedback
• Force majeure events (e.g., natural disasters, internet outages, global disruptions)

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8. Revisions & Modifications

This SLA may be updated periodically. Clients will be notified of any changes, and continued use of services will constitute acceptance of the revised terms.

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9. Contact & Support

📧 Email: ziga@webdesignnigeria.com
📞 Phone: +234 802 250 1347
🌐 Website: www.webdesignnigeria.com