SLA - Service Level Agreement
- SLA Overview
The following constitutes The Turn Group (“TTG”, “we”, “us”, “our”) service level agreement and commitments to Client/Owner (“you”, “your”, “customer”). This SLA communicates what you can expect regarding our website support, development, and hosting services, as well as our practices, warranties, and guarantees as they apply to your project. Questions may be directed to our contact information in the Legal Policies Agreement.
- Service Level Description
This SLA applies to websites developed, separate development or support projects, and hosting services provided by TTG, including any code written for your project(s).
- Scope of SLA
This SLA describes the level of website/project/hosting support provided during and after project completion, including how your website or project is fully managed and supported on our hosting servers, as detailed in the Hosting Policy.
- Initial Consultation
Our initial consultation includes a one-time (1-hour) discussion and time to quote your submitted requirements, provided free with no obligation.
- Consulting Services (Preparation for Project)
Consulting exceeding 1 hour falls under paid services: Project Development ($150/hour) or SEO Strategies ($250/hour), billed 100% upfront and non-refundable due to immediate resource allocation. Graphic Design (e.g., logos, print materials under Branding) is $150/hour, non-refundable due to subjective design scope.
- Requirements (Scope of Project)
For initial project development, submit requirements to [email protected] for a quote. Hosting support under 4 hours is billed upon completion; 5+ hours requires a quote and 50% down payment. Verbal service requests without contracts are billed weekly/monthly as agreed. Cancellation requires 30 days’ written notice via the client portal. Abrupt cancellations without notice obligate you to pay for work performed plus a 30-day termination fee based on the average weekly/monthly billing rate over the prior three months, payable weekly or upfront at your preference. This fee ensures resource stability for ongoing projects, reflecting committed personnel and infrastructure costs.
- Our Services
TTG provides: Consulting, Branding (including Graphic Design), Business Mentorship, Business Development, Website Design, Website Development, Website Management/Support, Website Hosting, Website Training, and Website Marketing, with sub-services as detailed in Section 8.
- Support Services
Support includes but is not limited to:
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Website – consulting, updates, optimizations, training, SEO best practices.
- Development – page creation, content upload, code creation/fixes, component/module install, setup, configuration.
- Assistance – collection, review, upload, and implementation of site content.
- Migration – transfer to our hosting server, content to CMS, setup, configuration.
- Training – maintenance, updates, CMS systems, SEO, content publishing, best practices.
- Hosting – site configuration, uploading, Flex Plan implementation, file configuration, backup assistance, optimization.
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- Support Ticket Priorities and Response Times
Tickets are processed first-come, first-served with priority based on issue:
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Low – Up to 48 hours response; completion based on request.
- Medium – Up to 24 hours response; completion based on request.
- High – Up to 12 hours response; completion based on request.
- Critical – Phone call required; resolution TBD.
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- Support Hours and Rates
TTG operates 24/7 but prefers non-weekend/holiday work unless needed:
Standard Hours: Monday-Friday, 8 AM-5 PM CT – $150/hour (non-SEO), $250/hour (SEO).
Weekend Hours: Friday 5 PM-Monday 8 AM CT – $250/hour (if available).
Holiday Hours: Closed on national holidays – $400/hour (if available). TTG reserves the right to decline weekend/holiday work, striving to accommodate you. Rates apply regardless of responsibility.
- Support Access
Contact methods are free for brief inquiries (<15 minutes); longer engagements are billed. Use ticket system for tracking, 877-WEB-DESK for text, or [email protected]. FAQ support is available. See Section 12 for standard method.
- Standard Support Contact Method
Use the portal ticket system for tracked support. Response times apply only here. High/Critical requests require phone follow-up.
- TTG Responsibilities
TTG provides infrastructure, tools, personnel, and processes for timely support per this SLA and Hosting Policy. Non-Solicitation: You agree not to solicit or hire TTG employees/contractors for 24 months post-service without written consent. Violations incur a fee equal to 12 months of the individual’s salary as liquidated damages.
- Customer Responsibilities
You must: use the ticket system for timed support; respond to TTG within 24 hours; review your website weekly; plan requests around holidays/weekends; maintain component licenses and provide updates; request PHP updates within 90 days of release; request CMS/component updates within 30 days; pay invoices within 5 days of invoice date or per contract.
- Support Limitations
Support is provided by TTG teams based on request type. Ticket priorities may adjust due to volume; Critical status remains unchanged. Our goal is an empty queue daily (99% success rate).
- Server Support Limitations
Server requests are handled by our team or escalated to datacenter support (first-come, first-served). Proprietary software (e.g., Linux, cPanel) isn’t supported, though we assist at $150/hour. See Hosting Policy for details.
- Third-Party Software Support Limitations
TTG isn’t responsible for third-party updates breaking your site. Post-warranty updates to TTG code due to third-party changes are billed at $150/hour. You must update CMS/extensions within 30 days of release, or TTG may update at $150/hour without notice.
- W3C and WCAG/ADA Validation
TTG code passes W3C validation; third-party code compliance requires a quoted project. WCAG/ADA compliance is your responsibility unless engaged.
- Warranties and Updates
TTG work is warranted for 90 days, passing W3C compliance. Fixes are free if TTG code breaks; third-party/CMS/server issues are excluded and billed at $150/hour.
- Hosting Account Definitions
Flex Plans include Physical File Storage ($25/month for server space) and Flex Development Time (developer hours at $150/hour, e.g., Flex Plan 1 = 1 hour, $175 total). You allocate time monthly, excluding graphic design, video, or SEO (separate rates). See Hosting Policy for limits.
- Hosting Account Updates and Warranties
TTG isn’t liable for update-related breaks; fixes are at $150/hour. Flex Plans include a dev account for testing. Warranties apply only to TTG-produced work.
- Flex Plan Accounts
Plans range from Flex Plan 1 ($175, 1 hour) to Flex Plan 15 ($2,275, 15 hours). See details.
- Flex Plan Uptime Guarantee
99.9% uptime; refunds per Refund Policy for Physical File Storage only (100-98%: none; 97-94%: 10%; 93-90%: full $25). TTG isn’t liable for client-caused downtime.
- Flex Plan Account Rollover Time
Unused time rolls over for 3 months; no refunds or transfers.
- Indemnity
TTG indemnifies you against third-party IP claims from our work, limited to amounts paid, with options to secure rights or refund if infringed. You must notify TTG promptly in writing.
