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Service Level Agreement (SLA)

Introduction

This Service Level Agreement (“SLA”) outlines the service standards, support commitments, and responsibilities between Creatricx and its clients.

The purpose of this SLA is to ensure transparency, clear communication, and reliable delivery for all development, maintenance, and digital services provided by Creatricx.

By engaging with our services, clients agree to the terms described below unless otherwise specified in a signed project agreement.

1. Scope of Services Covered

This SLA applies to services provided by Creatricx, including:

  • Website Development & Maintenance
  • Custom Software Development
  • Mobile Application Development
  • E-commerce Solutions (Shopify & WooCommerce)
  • UI/UX Design Support
  • AI Automation Systems
  • SEO and Digital Marketing Management
  • Hosting Support and Technical Assistance (if included in contract)

Specific service scope may vary based on project agreements.

2. Service Availability

Creatricx aims to provide consistent and reliable service access during ongoing support and maintenance engagements.

Standard Availability

  • Support availability: Monday to Friday
  • Business hours: 9:00 AM – 6:00 PM (Local Time)
  • Weekend support: Available only for critical issues (as agreed)

For enterprise-level clients, extended support coverage may be arranged separately.

3. Support Request Channels

Clients may contact Creatricx through the following channels:

📩 Email: info@creatricx.com
📞 Phone: +92 322 3597725
🌐 Website: https://creatricx.com/

Support requests should include project details and a clear description of the issue.

4. Issue Severity Levels

Creatricx categorizes support issues by severity to ensure proper prioritization:

Severity 1 – Critical

  • Website or system completely down
  • Major service disruption
  • Security breach risk

Response Target: Within 4–8 hours
Resolution Priority: Immediate

Severity 2 – High

  • Core functionality not working properly
  • Payment or checkout issues
  • Significant performance problems

Response Target: Within 24 hours
Resolution Priority: High

Severity 3 – Medium

  • Minor feature malfunction
  • UI issues not blocking operations
  • Partial performance degradation

Response Target: Within 2–3 business days
Resolution Priority: Normal

Severity 4 – Low

  • General support questions
  • Small content updates
  • Non-urgent improvement requests

Response Target: Within 5 business days
Resolution Priority: Scheduled

5. Response and Resolution Commitments

Creatricx commits to:

  • Acknowledging support tickets promptly
  • Providing status updates during active resolution
  • Resolving issues within reasonable timeframes based on severity
  • Offering clear communication throughout the support process

Resolution time depends on complexity, third-party dependencies, and client cooperation.

6. Maintenance and Updates

For clients subscribed to maintenance services, Creatricx may provide:

Security updates and patch management
Performance optimization
Plugin and CMS updates (WordPress/WooCommerce)
Bug fixes and system improvements
Backup monitoring and recovery support
Feature enhancements (if included)

Maintenance schedules are typically monthly or quarterly depending on the agreement.

7. Client Responsibilities

To ensure smooth service delivery, clients agree to:

  • Provide necessary access and credentials securely
  • Respond to technical questions when required
  • Approve deliverables and updates in a timely manner
  • Avoid unauthorized third-party modifications during support periods

Delays caused by missing client input may affect resolution timelines.

8. Exclusions (What SLA Does Not Cover)

This SLA does not apply to:

  • Issues caused by third-party hosting failures (unless managed by Creatricx)
  • Problems resulting from unauthorized changes by clients or external developers
  • Platform-level outages (Google, Meta, Shopify, WooCommerce servers)
  • New feature development outside the agreed maintenance scope
  • Force majeure events (natural disasters, internet outages, cyberattacks beyond control)

Additional support outside scope may be billed separately.

9. Escalation Process

If an issue is not resolved within expected timeframes, it may be escalated through:

  1. Support Team Review
  2. Senior Technical Team Assignment
  3. Priority Handling with Client Updates

Creatricx ensures that critical business-impacting issues receive immediate attention.

10. Reporting and Communication

Creatricx may provide periodic reporting depending on service type, including:

  • Maintenance activity summaries
  • Performance optimization reports
  • Marketing campaign reporting (if applicable)
  • Issue resolution documentation

Transparency is a core part of our client commitment.

11. Service Modifications

Creatricx reserves the right to modify service terms based on:

  • Project requirements
  • Technology changes
  • Regulatory updates
  • Client-specific agreements

Any major changes will be communicated in advance.

12. Termination of SLA Services

Support or maintenance services may be terminated if:

  • Contract duration ends
  • Client requests termination in writing
  • Payments are incomplete or overdue
  • Terms are violated or misuse occurs

Termination does not affect obligations already completed or billed.

13. Contact Information

For support, service inquiries, or SLA-related concerns, contact:

📌 Creatricx
📍 Address: H04 Rufi Lake Drive, Block 18, Gulistan-e-Johar, Karachi, Pakistan
📩 Email: support@creatricx.com
📞 Phone: +92 322 3597725
🌐 Website: https://creatricx.com/

Closing Statement

Creatricx is committed to delivering reliable, secure, and high-quality service support. This SLA ensures clear expectations and a strong foundation for long-term client partnerships.