Service Level Agreement
service level agreement
We pride ourselves in offering a unique service to our clients. We focus on your online presence while you can focus on your business!
In this Agreement the following words and expressions shall have the following meanings:
“we / us” means wildweb-designs.com
“client content” collectively refers to video, illustrations, photographic and textual content provided by the Client.
“downtime” means any service interruption in the availability to visitors of the Website;
“intellectual property rights” means patents, trademarks, design rights, applications for any of the foregoing, copyright, topography rights, database rights, rights in know-how, trade or business names and other similar rights or obligations, whether registrable or not in any country;
“IP address” stands for internet protocol address which is the numeric address for the server;
“ISP” stands for internet service provider;
“server” means the computer server equipment operated by the Supplier in connection with the provision of the Services;
“the Services” means web hosting, email and any other services or facilities provided by the Supplier as outlined in this Agreement;
“spam” means sending unsolicited and/or bulk emails;
“virus” means a computer programme that copies itself or is copied to other storage media, including without limitation magnetic tape cassettes, memory chips, electronic cartridges, optical discs and magnetic discs, and destroys, alters or corrupts data, causes damage to the user’s files or creates a nuisance or annoyance to the user and includes without limitation computer programs commonly referred to as “worms” or “Trojan horses”;
“visitor” means a third party who has accessed the Website;
“the Website” means the client’s website
“Business Day” means a day other than a Saturday, Sunday, or a day that is generally recognised as a public holiday.
“Support Services” means commercially reasonable technical support and assistance to maintain and update the Work Product.
“Website Management” means the monthly management and maintenance of the Website.
We shall use its reasonable endeavors to make the server and their Services available to the Client 99.9% of the time but because the Services are provided by means of computer and telecommunications systems, we makes no warranties or representations that the Service will be uninterrupted or error-free and we shall not, in any event, be liable for interruptions of Service or downtime of the server.
We shall not be held liable for any lost of income and or any financial implication server downtime may cause
Designing and re-designing of website and or graphics, monthly website management and hosting fees are non-refundable meaning all fees are non-refundable.
use of services
The Website and use of the Services may be used for lawful purposes only
The Client may not submit, publish or display any content that breaches any law, statute or regulation.
In particular the Client agrees not to:
- use the Services or the Website in any way to send unsolicited commercial email or “spam”, or any similar abuse of the Services;
- send email or any type of electronic message with the intention or result of affecting the performance of any computer facilities;
- publish, post, distribute or disseminate defamatory, obscene, indecent or other unlawful material or information, or any material or information which infringes any intellectual property rights, via the Services or on the Website;
- threaten, abuse, disrupt or otherwise violate the rights (including rights of privacy and publicity) of others;
- engage in illegal or unlawful activities through the Services or via the Website;
- make available or upload files to the Website or to the Services that the Client knows contain a virus, worm, Trojan or corrupt data; or
- obtain or attempt to obtain access, through whatever means, to areas of the Supplier’s network or the Services which are identified as restricted or confidential.
The Client agrees to allow us to use the Clients name and website for company promotions, online portfolio, past clients list, on social media, in print material, etc. for advertising and promoting WildWebDesigns.com services to other companies.
In terms of Social Media Marketing and paid advertising the following services are provided
- SEO – Search Engine Optimization
- SOCIAL MEDIA MARKETING – Facebook, Twitter, Instagram
- GOOGLE ADWORDS – Online Advertising Platform
We are an independent contractor hired to provide outsourced digital marketing and lead generation services on a monthly basis. Our services includes the planning, implementing, and overseeing of your brand’s social media strategy to achieve specific marketing and business goals. It requires a structured approach to create, curate, and distribute content across various social media platforms, engage with the audience, analyze performance metrics, and make data-driven adjustments.
- Defining clear objectives and goals for social media marketing (e.g., brand awareness, lead generation, customer engagement).
- Identifying the target audience and their preferences.
- Selecting the most appropriate social media platforms for the brand.
Content Creation and Curation:
- Developing a content calendar outlining what, when, and where content will be posted.
- Creating high-quality, engaging content (e.g., text, images, videos, infographics) tailored to each platform.
- Curating and sharing relevant third-party content to provide value to the audience.
- Monitoring social media channels for mentions, comments, and messages.
- Responding promptly to inquiries, comments, and messages.
- Encouraging and facilitating user-generated content and community participation.
- Running targeted paid advertising campaigns on social media platforms (e.g., Facebook Ads, Instagram Ads, Twitter Ads).
- Setting budgets, defining ad objectives, and optimizing ad performance.
Analytics and Performance Tracking:
- Monitoring key performance metrics (e.g., engagement rates, reach, clicks, conversions).
- Using social media analytics tools to gain insights into what’s working and what needs improvement.
- Adjusting strategies based on data and performance trends.
Social Media Advertising:
- Developing and managing paid advertising campaigns on social media platforms.
- Setting targeting parameters to reach the desired audience.
- A/B testing ad creatives and optimizing campaigns for better results.
Content Scheduling and Automation:
- Using social media management tools to schedule posts in advance.
- Automating routine tasks like posting and monitoring.
- Ensuring a consistent posting schedule.
Brand Monitoring and Reputation Management:
- Keeping an eye on brand mentions and sentiment on social media.
- Addressing any negative feedback or issues promptly and professionally.
Compliance and Legal Considerations:
- Ensuring that all social media content and advertising comply with relevant regulations and guidelines.
- Handling copyright and intellectual property issues.
Trend Analysis and Adaptation:
- Staying updated on social media trends, algorithm changes, and emerging platforms.
- Adapting strategies to leverage new opportunities and address challenges.
Reporting and Analysis:
- Generating monthly reports that demonstrate the impact of social media efforts on business objectives.
Effective social media marketing management requires a deep understanding of social platforms, audience behaviour, and the ability to craft compelling content. It also demands flexibility and the capacity to adapt to changing trends and technologies in the ever-evolving social media landscape.
SEO (Search Engine Optimization):
SEO (Search Engine Optimization) management involves a set of strategies and activities aimed at improving a website’s visibility and ranking on search engines like Google, Bing, and Yahoo. Effective SEO management requires ongoing efforts to keep up with search engine algorithm changes and industry trends.
- Monitoring keyword rankings and making adjustments to improve search engine visibility.
- Updating meta tags, headers, and other on-page SEO elements.
- Creating and submitting XML sitemaps to search engines.
Keyword Research and Analysis:
- Continuously researching relevant keywords and phrases that users are searching for.
- Analyzing keyword competition and search volume to target the most valuable terms.
- Optimizing individual web pages for target keywords.
- Creating high-quality, keyword-rich content.
- Using proper HTML tags (e.g., title tags, meta descriptions, headers) to structure content for search engines.
- Optimizing images and multimedia elements.
- Ensuring mobile-friendliness and responsive design.
- Regularly auditing the website for technical issues that may impact SEO.
- Addressing crawl errors, broken links, duplicate content, and other technical issues.
- Optimizing website speed and performance.
- Implementing schema markup to enhance search results (e.g., rich snippets).
- Building high-quality backlinks from reputable websites.
- Managing online citations and business listings (local SEO).
- Monitoring and managing online reviews and reputation.
- Developing a content strategy that aligns with user intent and SEO goals.
- Creating fresh, valuable, and engaging content on a regular basis.
- Using content marketing to attract natural backlinks.
User Experience (UX):
- Ensuring a positive user experience, as it indirectly impacts SEO.
- Improving website navigation and usability.
- Reducing bounce rates and increasing user engagement.
Analytics and Performance Tracking:
- Monitoring website traffic and user behavior using tools like Google Analytics.
- Tracking key performance indicators (KPIs) such as organic traffic, conversion rates, and rankings.
- Adjusting strategies based on data and performance trends.
- Keeping an eye on competitors’ SEO strategies and rankings.
- Identifying opportunities to outperform competitors in search results.
- Staying informed about search engine algorithm updates.
- Adapting SEO strategies to align with changes in search engine ranking factors.
- Optimizing for local search by managing Google My Business listings and local directories.
- Encouraging customer reviews and ratings.
International SEO (if applicable):
- Expanding SEO efforts to target international audiences with geolocation and language-specific optimizations.
- Conducting regular SEO audits to identify areas for improvement and track progress.
SEO management is an ongoing process that requires constant attention and adaptation. It’s essential for businesses and website owners looking to maintain and improve their organic search visibility and drive relevant traffic to their websites.
WildWebDesigns.com SEO has no control over the policies of search engines with respect to the type of sites and/or content that they accept now or in the future. The Client’s website may be excluded from any directory or search engine at any time at the sole discretion of the search engine or directory.
Due to the competitiveness of some keywords/phrases, ongoing changes in search engine ranking algorithms, and other competitive factors, WildWebDesigns.com SEO does not guarantee #1 positions or consistent top 10 positions for any particular keyword, phrase, or search term.
Google has been known to hinder the rankings of new websites (or pages) until they have proven their viability to exist for more than 6 months. This is referred to as the “Google Sandbox”. WildWebDesigns.com SEO assumes no liability for ranking/traffic/indexing issues related to Google Sandbox penalties.
Occasionally, search engines will drop listings for no apparent or predictable reason. Often, the listing will reappear without any additional SEO. Should a listing be dropped during the SEO campaign and does not reappear within 30 days of campaign completion, WildWebDesigns.com SEO will re-optimize the website/page based on the current policies of the search engine in question.
Some search directories offer expedited listing services for a fee. If the Client wishes to engage in said expedited listing services (e.g., paid directories), the Client is responsible for all paid for inclusion or expedited service fees.
A Facebook Ad budget is the amount of money you want to spend on showing people your ads, generate “likes” and brand awareness. It’s also a cost control tool and is excluded from the monthly management fee.
Google AdWords’ pay per click is excluded from the monthly management fee.
Website development is the process of creating a fully functional and visually appealing website for your business or organization. It involves a series of steps and tasks aimed at bringing your online presence to life. Here’s what it includes:
Planning: We start by understanding your goals and needs. We discuss your target audience, what you want to achieve with the website, and any specific features or functionality you require.
Design: Our team of designers will create a custom look and feel for your website, including the layout, color scheme, and typography. We’ll provide you with design mockups for your feedback and approval.
Development: Once the design is approved, our developers will build the website. This involves writing the code that makes everything work, such as navigation, forms, and interactive features. We ensure your website works seamlessly on various devices, from desktop computers to smartphones.
Functionality: If your website requires specific features like e-commerce, user registration, or booking systems, we’ll develop and integrate these functionalities.
SEO Optimization: We’ll optimize your website for search engines to improve its visibility on platforms like Google. This includes using relevant keywords, creating quality content, and optimizing technical aspects. This feature is not included and will be billed seperatly from the website development package.
Testing: We conduct extensive testing to ensure your website works flawlessly. This includes checking for bugs, compatibility issues, and responsiveness on different browsers and devices.
Security: We implement security measures to protect your website from threats and vulnerabilities, ensuring that your users’ data is safe.
Launch: After thorough testing and your approval, we’ll deploy your website to a live server and configure it for public access.
Ongoing Support: Our team is here to support you even after the website is live. We offer maintenance services, updates, and technical support to keep your site running smoothly. This feature is not included and will be billed seperatly from the website development package.
Analytics: We can set up analytics tools to track your website’s performance, providing insights into visitor behavior and helping you make data-driven decisions. This feature is not included and will be billed seperatly from the website development package.
Compliance: We ensure that your website complies with relevant regulations.
Future Enhancements: As your business grows, we can make updates and enhancements to your website to keep it aligned with your evolving needs. This feature is not included and will be billed seperatly from the website development package.
Overall, website development is a collaborative effort between our team and yours to create a powerful online presence that meets your objectives and engages your audience effectively.
While we are fully committed to creating a functional and visually appealing website that aligns with your goals, it’s important to note that we rely on the content provided by you or your designated representatives. This content includes text, images, videos, and any other materials that will be featured on the website.
Our Role and Responsibility:
- As your web development team, our primary focus is on the technical aspects of the website, including design, functionality, and performance.
- We will ensure that your website functions smoothly, is user-friendly, and looks visually appealing.
- It is crucial that the content you provide is accurate, up-to-date, and free of any errors or misinformation.
- This includes product details, service descriptions, contact information, and any other information relevant to your website’s purpose.
Accuracy and Legal Compliance:
- We also want to highlight the importance of accuracy and legal compliance in your content.
- Any claims, statements, or representations made on your website should be factual and should comply with relevant laws and regulations.
- This includes, but is not limited to, ensuring the accuracy of product/service descriptions, pricing, disclaimers, and privacy policies.
Content Review and Approval:
- Before launching your website, we recommend thoroughly reviewing all content for accuracy and completeness.
- Any changes or updates should be communicated to us promptly so that we can implement them accordingly.
- Website revamp fees will be charged if any changes need to be made to the website after completion and approval of the website
Please understand that while we will do our utmost to assist and advise on content-related matters, we are not responsible for the accuracy, completeness, or legality of the content provided. Ensuring the accuracy and legal compliance of your content is ultimately your responsibility.
Our goal is to collaborate closely with you to create a website that represents your business or organization accurately and professionally.
MEETINGS INCLUDED IN WEBSITE DEVELOPMENT PACKAGE
- Introduction Meeting applicable to new clients (Free)
- Beginning Phase of the Design (Meeting 1 online)
- Finalizing Phase of the Design (Meeting 2 online)
- If an in-person meeting is requested by the Client, R950.00 call out fee will be billed to the Client.
We are an independent Service Provider, not an employee of Client.
website management package
Website Management and maintenance encompasses of a range of activities designed to ensure that a website continues to function effectively and remains up-to-date. These activities are essential for keeping a website secure, user-friendly, and relevant. Here are tasks and areas included in website maintenance:
- Adding new content, such as blog posts, articles, images, videos, or product listings.
- Editing or revising existing content for accuracy and relevance.
- Removing outdated or irrelevant content.
- Regularly updating the content management system (CMS) and plugins or extensions to the latest versions.
- Ensuring that the website’s core software (WordPress) is up-to-date for security and performance reasons.
- Installing security patches (plugins / code) and updates to protect against vulnerabilities.
- Monitoring for and addressing security threats, such as malware or hacking attempts.
- Regularly backing up website data to prevent data loss.
- Analyzing website speed and optimizing loading times for better user experience.
- Checking for broken links and fixing them.
- Optimizing images and other media files for faster loading.
- Ensuring that the website is responsive and displays correctly on various devices, including smartphones and tablets.
User Experience (UX) Enhancements:
- Testing and improving website navigation and usability.
- Ensuring that forms, buttons, and other interactive elements work correctly.
- Conducting user testing and gathering feedback for improvements.
- Managing user-generated content, comments, or reviews.
- Ensuring that all content adheres to copyright and legal regulations.
Analytics and Reporting:
- Analyzing website traffic using tools like Google Analytics.
- Generating reports to track performance metrics, user behaviour, and conversion rates.
- Using data to make informed decisions for further improvements.
Backup and Disaster Recovery:
- Regularly backing up website files and databases.
- Having a plan in place to recover the website in case of data loss or server issues.
- Ensuring that the website complies with relevant laws and regulations, such as data privacy.
- Monitoring server performance and uptime.
- Handling domain name renewals and DNS management.
Social Media Integration:
- Keeping social media profiles linked to the website up-to-date.
- Integrating social sharing buttons and feeds if applicable.
Website maintenance is an ongoing process, and its specific tasks may vary depending on the website’s size, complexity, and purpose. Regularly scheduled maintenance is crucial to ensure that a website remains functional, secure, and able to meet its objectives.
wildweb-designs.com will keep one mirrored image of Client’s website on a backup server provided that the Client is on the Monthly Website Management Package.
In cases where the client is not on the Monthly Website Management Package, no backup of the web site will be available for when and if the Client wants to transfer the website to another service provider. In cases where the website should crash it is the Clients’ responsibility to ensure that information is provided to WildWebDesigns.com to restore the website and the Client will be billed accordingly.
TEMPORARILY SUSPENSION & security
We may, at our own discretion, temporarily suspend services for the purpose of repair and maintenance on the server.
We will provide prior notice where it is reasonably practicable under the circumstances and we will restore services as soon as possible.
The Client shall not be entitled to any setoff, discount, refund or other credit in case of any service suspension which is beyond WildWebDesigns.com control.
We will take reasonable steps to prevent security breaches on the Clients website provided that the Client is on the Monthly Website Management Package where this service is included as “Website Security”.
The Client shall not be entitled to any setoff, discount, refund or other credit in case of any service outage which is beyond WildWebDesigns.com control.
Clients understands, acknowledges and agrees that:
- Wildweb-designs.com has no control over the policies of search engines or directories with respect to the type of sites and/or content that they accept now or in the future. The Client’s website(s) may be excluded from any search engine or directory at any time at the sole discretion of the search engine or directory entity.
Wildweb-designs.com is not responsible for rewriting sentences, restructuring paragraphs, or checking for typing errors, misspellings, etc.
Wildweb-designs.com will not repair the Client’s website(s) that became compromised, hacked, or otherwise defaced or infected if the client is not on the Monthly Website Management Package.
Due to security reasons the Client is responsible for keeping record of email passwords.
In order to avoid unauthorized changes to the website from personnel within the Client’s company it is requested that one role-player be appointed to communicate to WildWebDesigns.com regarding website changes.
Changes to the website will not be made unless it is provided to WildWebDesigns.com via the appointed role-player as mentioned above.
To avoid any confusion website changes will not be done telephonically and it is requested that all correspondence, changes and or new information in regards to website be emailed to email@example.com.
24 to 48 working hours is to be granted from receipt of correspondence for the changes to be visible on the website depending on the amount of new information provided by the Client.
accounts and payments
Payment due ten (10) days from receipt of invoice.
If client fails to pay the invoice in the said timeframe the Client’s account will be suspended without notice until payment is received.
Account suspension includes hosting, website and email accounts.
The Client shall not be entitled to any setoff, discount, refund or other credit in case of any account suspension due to non payment of invoices resulting in account suspension.
service notifications & cancellations
10% Annual incensement of Website Management fees.
30 Days written service termination policy from both parties are excepted.
After termination by the Client or WildWebDesigns.com for any reason WildWebDesigns.com shall retain the right to withhold the website backup file and decline the website transfer ticket until all outstanding fees are paid in full by the Client.
We usually keep the last 14 days incremental backup with us.
Clients with only hosting accounts are responsible to keep older backups of their content on the account including but not limited to their Database.