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Website Maintenance Service Level Agreement

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DOCX
Pages
4
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Document Overview

A Website Maintenance Service Level Agreement is a legally binding document between a client (website owner) and a service provider (developer or agency) that outlines the scope, standards, expectations, and timelines for maintaining a website.

Key Components of a Website Maintenance SLA:
1. Parties to the Agreement
2. Definitions
3. Scope of Services
4. Performance Standards
5. Service Hours
6. Client Responsibilities
7. Payment Terms
8. Backup and Data Recovery
9. Confidentiality & Data Protection
10. Limitations and Exclusions
11. Termination Clause
12. Dispute Resolution
13. Governing Law
14. Signatures

Purpose of a Website Maintenance SLA:
1. Clarifies Expectations: Defines exactly what services will be delivered and to what standard.
2. Protects Both Parties: Reduces the risk of disputes by laying out responsibilities and deliverables.
3. Improves Accountability: Establishes performance metrics and timelines.
4. Ensures Continuity: Maintains website uptime, performance, and security with routine support.
5. Supports Legal Compliance: Addresses data protection, especially under Kenya’s Data Protection Act, 2019.
6. Prepares for Emergencies: Provides a plan for handling site downtime, cyberattacks, or technical failures.

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