Service Level Agreement (SLA) - Yana
This Service Level Agreement outlines the support, maintenance, and hosting standards provided by Yana.
Scope of Services
Services may include:
Website updates
Technical maintenance
Security monitoring
Backups
Hosting management
Performance optimization
Bug fixes
Content edits (within agreed limits)
Services depend on the client’s selected maintenance plan.
Support Hours
Standard support hours:
Monday – Friday | 08:00 – 17:00
Requests outside these hours may be handled the next business day unless classified as urgent.
Response Times
| Priority | Example | Response Time |
|---|---|---|
| Critical | Website down | 2–4 hours |
| High | Major feature broken | 8–12 hours |
| Medium | Minor bug | 24–48 hours |
| Low | Content changes | 2–3 business days |
Uptime Commitment (Hosting)
We aim to maintain:
99% – 99.9% uptime
Downtime caused by:
Third-party hosting providers
Force majeure
Client changes
is excluded.
Backups
Automated backups performed regularly
Restoration available upon request
Clients are encouraged to maintain their own backups as well
Maintenance Limits
Monthly maintenance includes only tasks defined in the client’s plan.
Major redesigns or new features are billed separately.
Client Responsibilities
Clients must:
Provide access credentials
Approve updates
Report issues promptly
Keep plugins/licenses valid if required
Exclusions
Not covered:
Third-party software bugs
Hacked sites due to weak passwords
Major rebuilds
New functionality development
Plan Differences
Service levels may vary based on:
Plan tier
Monthly hours included
Priority support
Hosting resources
Details are specified in the client’s agreement or invoice.
Modifications
Yana reserves the right to update service levels with notice.