Service Level Agreement
Website Maintenance and Support
Effective Date: November 8, 2025
Company Name: DX LLC
Address: 30 N Gould St, Sheridan, WY 82801, United States
Website: https://nikolabirisic.com
Contact Email: office@nikolabirisic.com
This Service Level Agreement sets out the standard service levels for website maintenance and support services provided by DX LLC.
This document applies to all clients who purchase ongoing website maintenance, care plans or support services, unless a separate written agreement states otherwise.
By engaging DX LLC for website maintenance or support, you agree to the terms of this Service Level Agreement in addition to our Terms of Service and Privacy Policy.
1 Purpose and Scope
1.1 The purpose of this Service Level Agreement is to
• define the type and quality of maintenance and support services that DX LLC provides
• clarify responsibilities of both DX LLC and the client
• set reasonable expectations regarding response times and service coverage
1.2 This Service Level Agreement applies to
• website maintenance and care plans
• support and small changes covered by a plan
• security updates and technical upkeep
• performance monitoring and basic optimization
• website troubleshooting and bug fixing related to the maintained website
1.3 This Service Level Agreement does not apply to
• one time projects without an ongoing maintenance component
• consulting only services
• large development projects that require a separate scope and contract
• custom service levels negotiated individually with enterprise clients
2 Definitions
For the purpose of this Service Level Agreement
- Website means the live website for which DX LLC provides maintenance and support services
• Maintenance Plan means any recurring website maintenance, care or support package purchased from DX LLC
• Incident means any event that causes a partial or complete loss of website functionality or performance
• Support Request means a request submitted by the client for assistance, clarification, fixes or small changes
• Business Hours means Monday to Friday, 9:00 to 17:00 Central European Time, excluding public holidays in the country of residence of DX LLC
3 Services Covered by the Maintenance Plan
The exact contents of your Maintenance Plan may vary depending on the selected package, but can include some or all of the following
3.1 Technical Updates
• updates to WordPress core when available and stable
• updates to approved themes and plugins
• compatibility checks where reasonable
3.2 Security and Monitoring
• basic uptime monitoring where available
• security plugin configuration and checks
• best practice configuration for login and access control
• malware scans using available tools
3.3 Backups
• scheduled backups using appropriate tools
• storage either on the hosting server or a remote location, depending on plan
• support for restoring from backup when required
3.4 Performance and Optimization
• caching configuration
• basic database optimization where applicable
• recommendations for hosting and speed improvements
• limited ongoing optimization within plan limits
3.5 Support and Small Changes
• reasonable number of minor content edits per month where included in the plan
• adjustments to existing pages and sections
• bug fixes related to the existing implementation
The specific limits and inclusions are communicated in the description of each plan or in your individual proposal.
4 Service Availability
4.1 DX LLC provides maintenance and support services during Business Hours.
4.2 Emergency or critical incidents may be handled outside Business Hours on a best effort basis but are not guaranteed.
4.3 DX LLC does not provide guaranteed twenty four hour support unless explicitly agreed in writing in a separate agreement.
5 Incident Priority Levels
When a Support Request or Incident is received, DX LLC may classify it as
- Priority 1 Critical
The website is completely unavailable, severely compromised or unable to function for all users.
Examples
Website down with server errors
Severe security breach or confirmed malware
Payment or checkout completely blocked on an ecommerce site - Priority 2 High
The website is available but key functions are significantly impaired.
Examples
Contact forms not working
Critical layout issues on main pages
Major performance degradation - Priority 3 Normal
The website works, but there are non critical issues or layout defects.
Examples
Minor display problems on some devices
Individual plugin feature not working, but core site is usable - Priority 4 Low
Non urgent requests, small content changes or cosmetic adjustments.
Examples
Text edits
Image replacements
Minor styling improvements
DX LLC reserves the right to assign or adjust the priority level based on the actual impact.
6 Target Response Times
Response time means the time until DX LLC acknowledges the request and begins reviewing the issue. It does not mean full resolution time.
During Business Hours, DX LLC will make best efforts to meet the following target response times
- Priority 1 Critical
Target initial response within 2 business hours - Priority 2 High
Target initial response within 4 business hours - Priority 3 Normal
Target initial response within 1 business day - Priority 4 Low
Target initial response within 2 business days
Outside Business Hours, response times may be longer. All response times are targets and not absolute guarantees.
7 Resolution Time and Best Effort Obligation
7.1 DX LLC will make reasonable efforts to resolve incidents as quickly as possible, giving higher priority to more severe issues.
7.2 Actual resolution time depends on
• complexity of the issue
• involvement of third party services such as hosting, plugins or external APIs
• availability of access credentials and information from the client
• cooperation from third party providers
7.3 DX LLC cannot guarantee specific resolution times, but will
• keep the client informed of progress
• propose appropriate workarounds where permanent fixes require more time or third party involvement
8 Client Responsibilities
To enable DX LLC to provide effective maintenance, the client agrees to
- provide correct and up to date access credentials for hosting, WordPress admin and related services
• notify DX LLC before making significant changes or giving access to other developers
• keep their own local devices reasonably secure to reduce risk of credential leaks
• provide clear descriptions, screenshots or examples when reporting issues
• respond to DX LLC requests for clarification within a reasonable time
DX LLC is not responsible for issues caused by
- changes made by the client or third parties without prior notice
• custom code or plugins added by other developers
• unmanaged changes to the hosting environment
9 Exclusions and Limitations
The following are generally not covered by a standard Maintenance Plan unless explicitly agreed
- large design changes and full redesigns
• creation of new pages, features or complex functionality
• new integrations with external services
• custom plugin development
• content writing and copy creation
• marketing, SEO campaigns or ad management
• migration to a completely new technology stack
These services can be quoted separately as additional work.
Additionally, the Maintenance Plan does not guarantee
- a specific uptime percentage
• specific loading times
• search engine ranking
• protection against all possible attacks or vulnerabilities
10 Third Party Providers and Dependencies
The performance and security of the Website are affected by third parties such as
- hosting companies
• domain registrars
• DNS providers
• plugin and theme developers
• CDN and firewall services
• email and transactional mail services
DX LLC does not control these providers and therefore cannot be held responsible for
- outages and downtime on their systems
• security incidents or bugs in their software
• changes in their pricing or terms
• delays caused by their support teams
DX LLC will cooperate with these providers as needed, but final responsibility for the contractual relationship with them remains with the client.
11 Backups and Restoration
11.1 DX LLC will configure and maintain backups according to the selected plan. This may include
- scheduled full site backups
• database backups
• storage on the same server or a remote location
11.2 Backups are intended as a safety net and do not replace client responsibility for critical data.
11.3 In the event of a problem, DX LLC will assist in restoring from the most recent available backup. However
- some recent changes may be lost
• restoration may be limited by hosting provider capabilities
• restoration times cannot be absolutely guaranteed
12 Security and Updates
12.1 DX LLC will apply updates to WordPress core, themes and plugins on a regular basis where feasible and safe.
12.2 Updates are usually applied after at least basic stability checks and may be delayed if major issues are reported in the WordPress community.
12.3 DX LLC cannot guarantee that every update will be problem free. If an update causes issues, DX LLC will make reasonable efforts to roll back or fix the problem as part of the Maintenance Plan.
The client acknowledges that choosing not to update or insisting on outdated software increases security risk and may require additional fees for remediation.
13 Change Requests and Minor Tasks
Where the plan includes small tasks or content edits per month
- DX LLC may limit the number of tasks or the total time spent per period, as described in the plan details
• unused tasks or time may not roll over to the next period unless explicitly agreed
• larger changes may require additional quotes
DX LLC reserves the right to classify a request as minor or major based on scope and complexity.
14 Term and Termination of Maintenance Plans
14.1 Maintenance Plans are usually billed on a recurring basis such as monthly, quarterly or yearly, as specified in the offer or invoice.
14.2 Either party may terminate a Maintenance Plan
• by giving written notice before the next billing period
• in case of serious breach of obligations by the other party
14.3 If the client terminates mid period
• no refunds are provided for the remaining time unless agreed otherwise
• maintenance services continue until the end of the paid period
14.4 If DX LLC terminates without cause, DX LLC may decide to
• continue providing services until the end of the paid period, or
• issue a partial refund for the unused portion, at its discretion
15 Relationship With Terms of Service
This Service Level Agreement is an extension of and is subject to the DX LLC Terms of Service.
In the event of conflict between this Service Level Agreement and the Terms of Service
- the Terms of Service prevail regarding legal responsibility, limitation of liability and dispute resolution
Nothing in this Service Level Agreement overrides the limitations of liability and disclaimers described in the Terms of Service and Disclaimer pages.
16 Changes to This Service Level Agreement
DX LLC may update this Service Level Agreement from time to time to reflect
- changes in services
• technical developments
• legal or regulatory requirements
• improvements in our processes
The Effective Date at the top will always show the latest version.
If you continue to use maintenance and support services after changes are published, you are considered to have accepted the updated Service Level Agreement.
17 Contact
For questions regarding this Service Level Agreement or your Maintenance Plan, please contact
DX LLC
30 N Gould St
Sheridan, WY 82801
United States
Email: office@nikolabirisic.com