BH DESIGNz Service Level Agreement (SLA)

Effective Date: June 8, 2026

This Service Level Agreement ("SLA") outlines the support standards, response times, maintenance procedures, and service expectations provided by BH DESIGNz for clients enrolled in Website Hosting, Website Care Plans, SEO Services, and related recurring support services.

This SLA forms part of the BH DESIGNz Terms & Conditions.

1. Scope of Services

The SLA applies exclusively to clients with an active BH DESIGNz:

• Website Care Plan
• Managed Hosting Plan
• SEO Plan
• Website Management Service
• Ongoing Retainer Agreement

One-time projects are not covered under this SLA unless specifically stated in a written agreement.

2. Support Hours

Standard support is available during the following business hours:

Monday – Thursday
9:00 AM – 5:00 PM Eastern Time

Friday
9:00 AM – 3:00 PM Eastern Time

Support requests submitted outside business hours will be reviewed on the next business day.

BH DESIGNz is closed on:

• Major U.S. Federal Holidays
• Scheduled company holidays
• Emergency closures

3. Support Request Methods

Support requests may be submitted through:

• Client Portal
• Email Support
• Website Contact Form

To ensure proper tracking and response times, clients should submit all requests through approved support channels.

Phone, text message, social media, and direct messaging requests are not guaranteed support channels.

4. Response Time Goals

Response times vary based on service plan and issue severity.

Essential Care Plan

• General Support Requests: Within 48-72 business hours
• Technical Issues: Within 48 business hours
• Emergency Issues: Best effort response

Growth Care Plan

• General Support Requests: Within 24-48 business hours
• Technical Issues: Within 24 business hours
• Emergency Issues: Priority review

Professional Care Plan

• General Support Requests: Within 1 business day
• Technical Issues: Within 1 business day
• Emergency Issues: Priority response

Premium Care Plan

• General Support Requests: Same business day whenever possible
• Technical Issues: Priority handling
• Emergency Issues: Immediate priority review during business hours

Response times are targets and not guarantees.

A response means acknowledgement and review of a request, not necessarily completion.

5. Emergency Support Definition

An issue may be considered an emergency if it results in:

• Complete website outage
• Website displaying critical errors
• Website security breach
• Malware infection
• E-commerce checkout failure
• Loss of website functionality affecting business operations

The following are NOT considered emergencies:

• Content changes
• Design revisions
• New feature requests
• SEO requests
• Minor visual issues
• Browser-specific cosmetic issues

6. Website Maintenance

BH DESIGNz performs routine maintenance as part of eligible Care Plans.

Maintenance may include:

• WordPress core updates
• Theme updates
• Plugin updates
• Security monitoring
• Malware scanning
• Backup management
• Performance monitoring
• Database optimization
• Broken link monitoring

Maintenance schedules may vary based on plan level and website requirements.

7. Website Backups

Backup frequency varies by plan.

Essential Care

• Monthly backups

Growth Care

• Weekly backups

Professional Care

• Daily backups

Premium Care

• Daily backups with enhanced retention

BH DESIGNz will make reasonable efforts to restore websites from available backups when necessary.

However, backup restoration cannot be guaranteed in all situations.

Clients are encouraged to maintain independent backups of critical data.

8. Hosting Uptime

BH DESIGNz strives to maintain:

99.9% Website Uptime

This target excludes downtime resulting from:

• Scheduled maintenance
• Third-party hosting outages
• Domain provider issues
• DNS propagation
• Internet service provider failures
• Cyberattacks
• Force majeure events
• Client modifications or actions

Uptime percentages are goals and not contractual guarantees.

9. Content Update Requests

Content update allowances vary according to plan level.

Examples include:

• Text changes
• Image replacements
• Blog posting assistance
• Basic content formatting

The following may require separate project billing:

• Major redesigns
• Custom development
• New functionality
• New page creation
• Advanced SEO implementation
• E-commerce configuration

Unused content update time does not roll over to future billing periods.

9A. Fair Use Policy

To ensure all clients receive timely and consistent service, BH DESIGNz operates under a Fair Use Policy for all Website Care Plans, Hosting Plans, SEO Plans, and recurring service subscriptions.

Care Plans are intended for routine website maintenance, support, and minor updates. They are not intended to replace custom development projects, website redesigns, or ongoing agency-level work.

Included Fair Use Activities

Examples of tasks generally covered under Care Plans may include:

• Text updates and corrections
• Image replacements
• Blog post publishing assistance
• Updating business hours or contact information
• Basic formatting adjustments
• Plugin configuration changes
• Minor design adjustments
• Troubleshooting website issues
• Routine maintenance tasks
• Basic SEO updates included with the selected plan

Activities Not Covered Under Fair Use

The following services typically fall outside the scope of Care Plan support and may require a separate estimate, project proposal, or hourly billing:

• Complete website redesigns
• New website builds
• Custom plugin development
• Custom theme development
• Complex functionality requests
• Membership system implementation
• E-commerce setup or restructuring
• Advanced integrations with third-party platforms
• Custom coding projects
• Landing page creation
• Extensive graphic design work
• Copywriting services
• Large-scale SEO campaigns
• Website migrations
• Content entry involving large amounts of data
• Emergency work caused by third-party modifications

Excessive Usage

BH DESIGNz reserves the right to determine when support requests exceed the reasonable scope of a Care Plan.

Indicators of excessive usage may include:

• Repeated requests significantly exceeding allotted support time
• Multiple large requests submitted simultaneously
• Requests requiring substantial development work
• Ongoing tasks that resemble project-based work rather than maintenance

When requests exceed Fair Use limits, BH DESIGNz may:

• Provide a separate quote for the requested work
• Recommend upgrading to a higher service plan
• Offer hourly billing options
• Schedule the work as a separate project

Support Time Allocation

Where a plan includes monthly support or content update time, such time is intended for routine maintenance and support activities only.

Unused support time:

• Does not roll over to future billing periods
• Has no cash value
• Cannot be transferred to another account or service

Right to Refuse Requests

BH DESIGNz reserves the right to decline requests that:

• Fall outside the scope of the subscribed service plan
• Present security, legal, or ethical concerns
• Require specialized development beyond plan coverage
• Could negatively impact website stability, security, or performance

Clients will always be notified when a request falls outside Fair Use guidelines and will be provided with available options whenever possible.

10. SEO Services

SEO services are provided on a best-effort basis.

BH DESIGNz does not guarantee:

• Search rankings
• Traffic increases
• Keyword placement
• Lead generation
• Revenue growth

Search engine algorithms and ranking factors remain outside the control of BH DESIGNz.

11. Client Responsibilities

To receive support and maintenance services, clients must:

• Maintain an active subscription
• Provide timely access to required accounts
• Respond to requests for information
• Maintain valid payment information
• Use legally licensed software and content

Failure to meet these requirements may delay service delivery.

12. Service Suspension

Services may be suspended if:

• Payments become overdue
• Required access is revoked
• Terms & Conditions are violated
• The website poses security risks to infrastructure

Service restoration may require payment of outstanding balances and applicable reinstatement fees.

13. Limitation of Liability

While BH DESIGNz employs industry-standard practices for maintenance, security, and website management, no website can be guaranteed completely secure, error-free, or uninterrupted.

BH DESIGNz shall not be liable for:

• Data loss
• Business interruption
• Lost revenue
• Lost profits
• Security incidents caused by third-party software
• Hosting provider outages
• Search engine ranking fluctuations

14. SLA Modifications

BH DESIGNz reserves the right to modify this SLA at any time.

Updated versions will be published on the BH DESIGNz website and become effective upon posting.

Continued use of services constitutes acceptance of the updated SLA.

15. Contact Information

BH DESIGNz

Website: https://bhdesignz.com

Support requests should be submitted through your Client Portal, support email address, or official website contact form.