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Service Level Agreement

 

Published Date: 2025–01-01
Document Owner: TryAngles Design

Between:
TryAngles Digital Design (“Service Provider”)

And:
[Client/Business Name as per brief] (“Client”)

Effective Date: [As per approved brief]
Duration: [As per approved brief]

1. PURPOSE

This Service Level Agreement (SLA) outlines the terms, responsibilities, and service expectations between the Service Provider and the Client regarding web and graphic design services. Its purpose is to ensure clarity and agreement on service delivery standards, timelines, and responsibilities. This Agreement becomes valid on approval of a proposal provided by TryAngles and on receipt of payment from ‘Client’ to render such services.

2. SCOPE OF SERVICES

TryAngles provides the following services:

  • Web Design & Development, specialising in WordPress websites.
  • Graphic Design Services, including but not limited to digital graphics for marketing, print, social media and branding purposes.
  • Maintenance and updates of websites.
  • Revisions to designs as per agreed limits.
  • Additional Services (optional): SEO, Content Creation and Marketing/Digital Planning.

Exclusions:

  • Web Hosting and Domains: Recommendations are offered but the implementation and cost is managed by the Client. 
  • Third-party licenses for stock images/footage/plugins: May be recommended and incus additional costs.
  • Print/Production and any other Business/Marketing related fees are managed solely by the Client.

3. SERVICE LEVEL OBJECTIVES

Service availability is limited to TryAngles business hours: Mon–Fri, 08h00–17h00

  • Email/Support queries: Within 3 business days.
  • Project deliverables and timeline: As per approved brief.
  • Design/development updates and presentations at agreed intervals.
  • Minor design revisions (e.g. text/image changes): 3-5 business days.
  • Complex design revisions (e.g. new layouts/pages/graphics): 7-10 business days.
  • Major design overhauls or project delays: Re-brief with a new timeline.

4. CLIENT RESPONSIBILITIES

  • Provide timely feedback, content, and assets required for design and development.
  • Notify TryAngles of any potential delays or issues impacting on the provision of services. 
  • Ensure all materials provided do not violate third-party copyrights or applicable laws.
  • Make payment according to agreed terms.
  • Maintain confidentiality of data and materials.

5. SERVICE PROVIDER RESPONSIBILITIES

  • Deliver feedback and services in a professional and timely manner.
  • Notify the Client of any potential delays or issues impacting on the provision of services. 
  • Provide design proposals/briefs/revisions as required for each project.
  • Ensure final deliverables comply with applicable law and industry standards. 
  • Maintain confidentiality of data and materials.

6. FEES AND PAYMENT TERMS

  • Payment terms: 50% upfront deposit and 50% remainder on brief completion. An invoice is provided for both. Please note: No design and development work will begin without a deposit payment.
  • Late payments: Interest penalty amounting to 10% of the invoice total, charged for each month overdue.
  • Any additional services that fall outside of the original and agreed project scope will be quoted and invoiced separately.

7. REVISIONS & APPROVALS

  • The Client is entitled to 3 rounds of revisions per project. 
  • Additional revisions beyond this will be charged at R450 per hour.
  • Feedback and Approval must be communicated and provided in writing/email.
  • Changes to services and/or requirements must be communicated in writing within a reasonable timeframe.

8. CONFIDENTIALITY

Both parties agree to maintain confidentiality of all business, technical, and personal information shared during the course of this agreement. This obligation continues after termination of the SLA.

9. INTELLECTUAL PROPERTY

  • Only after final approval and receipt of full payment, does the Client own the rights to the final designs and website content. Until such time, all intellectual property and creative rights remain with TryAngles.
  • TryAngles retains the right to showcase the work in portfolios and on the TryAngles website, unless otherwise agreed.

10. TERM & TERMINATION

  • This SLA is effective from the Start Date outlined in the approved brief and continues until project completion.
  • Either party may terminate this SLA with written notice and valid reason. 
  • Termination may result from one or more of the following causes, amongst others: Expiration of the Agreement; By mutual agreement; Repeated failure to meet Service Levels; Unacceptable service quality or demands; or Non-Compliance with contractual obligations (Material Breach).
  • Reason For Termination must comply with applicable laws and is legally disputable according to the same.
  • Termination does not absolve the Client from paying for work completed or in progress. Similarly, TryAngles is not absolved from providing work to an acceptable level at the time of termination, provided such work has been paid for.

11. LIABILITY

  • TryAngles is limited in the rendering of services by the information provided by the Client at the time of briefing and during the course of the project. No liability is accepted for work that is produced for the Client while pertinent information which may have affected such outcomes, was withheld or not communicated in a timely manner.
  • TryAngles is not liable for indirect, incidental, or consequential damages resulting from services rendered. Graphic and web design outcomes are not related to business, marketing and sales success which are managed solely by the Client.
  • Where liability is admitted or legally proven, the maximum liability is limited to the fees paid by the Client under this SLA.

12. DISPUTE RESOLUTION

  • Parties agree to first resolve disputes amicably through negotiation.
  • If unresolved, disputes will be referred to mediation or arbitration under South African law.

13. GOVERNING LAW

This SLA is governed by the laws of the Republic of South Africa.

 

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