Service Level Agreement (SLA)

Welcome to our Service Level Agreement (SLA). Please review this document thoroughly. By using our services, you acknowledge that you agree to the terms and conditions stated within. If any part of this SLA is not agreeable to you, we kindly request that you do not proceed with utilising our services. This SLA is specific to the support packages offered by Leadstalk. It outlines the terms, response times, and resolution times for these packages. Please note that this SLA may not fully apply to other types of services, such as custom project implementations, which may have separate terms and conditions.

1. Service Overview  

This SLA outlines the service commitments provided by Leadstalk, including response times, resolution times, and other key provisions.

2. Content Provision  

  • All content, including text, images, and videos, must be provided by the client.

  • Delays in content provision may impact delivery timelines.

3. Response Times  

Response times are determined by the issue’s priority level:

  • High Priority Issues: Response within 1 business day.

  • Medium Priority Issues: Response within 2 business days.

  • Low Priority Issues: Response within 3 business days.

4. Resolution Times  

Resolution times vary based on the issue’s priority, complexity, and reliance on external parties:

  • Critical Issues: Addressed with the highest priority and resolved as quickly as possible.

  • Other Issues/Updates: Typically resolved within 2 to 5 business days, though this may be extended due to the complexity of the issue or third-party dependencies, as outlined in Section 9.

5. Unused Hours  

  • Hours unused within a specific month cannot be transferred to subsequent months.

6. Payment Terms  

  • Delayed payments may result in the suspension of services.

7. Progress Meetings  

  • Unless otherwise agreed, all progress meetings will be conducted via Video Conference.

8. Application Licenses & Support Services  

  • The purchase of application licenses does not include support services from Leadstalk, which must be purchased separately.

9. Third-Party Dependencies  

  • The delivery of services, including hosting, application support (e.g., CRM, WordPress themes or plugins), or technical support, may depend on third-party services in Mauritius or around the world. Leadstalk is not responsible for delays or issues caused by these third parties, which may affect resolution times.

  • Details of our data protection policy can be found here.

10. Configuration of Conversion Tools  

  • Configuration of conversion tools on landing pages and websites is limited to WordPress websites and Leadstalk’s selected themes/plugins.

  • Separate licenses may be required.

11. Landing Pages  

  • Templates: Landing pages are based on Leadstalk “Campaign Page” templates, optimized for conversion.

  • Custom Implementations: Customisations may incur additional charges.

  • Content Dependence: The number of pages implemented depends on the timely provision and confirmation of content by the client.

  • Hosting: Landing pages are hosted on Leadstalk services, with additional costs for hosting on client servers.

12. Conversion Optimization Tools  

Tools like A/B tests, popups, or sliders will be implemented as needed to meet conversion objectives.