UNV Digital Service Level Agreement
Let’s Be Transparent!
1.1 The SLA outlines are the working practices operated by UNV Digital and the standards of service offered to clients. This agreement sets out UNV Digital responsibilities as a digital agency (Website and Social Media) and explains the limits of our liability and responsibility.
1.2 A Project can be a Website, Digital Marketing Agreement, Search Engine Optimization work, or any other service provided by UNV Digital to the Customer.
1.3 “Frustrates” is a term used to describe where one party to a contract acts in a way so as to make it unrealistic for the other party to carry out their part of the contract.
1.4 The word “Contract” as it appears in these terms and conditions shall mean the Contract between UNV Digital and the Customer, which will be based on the terms and conditions contained within this Service Level Agreement.
1.5 This agreement forms a part of our commitment to transparency and openness vital to any business relationship. By clarifying entitlements and responsibilities upfront ensures that projects can be efficiently managed to result in their timely delivery.
1.6 The contract is a legally binding agreement and the terms and conditions contained in this SLA will be the same, (Unless agreed to by both parties.)
1.7 Please don’t hesitate to contact us directly, if you have any queries regarding the agreement.
1.8 The terms and conditions contained in this SLA apply to all UNV Digital Customers unless agreed in writing to the contrary. No other contract terms and conditions shall apply unless specifically agreed in writing between UNV Digital and the Customer. In the event of any ambiguity between these terms and conditions and any terms agreed in writing between UNV Digital and the Customer then these terms and conditions will apply.
2. Client Service
2.1 The client is to submit all service requests/support for general questions, social media assistance, website questions, or change requests to [email protected] Include the priority of your support request in the subject line of your email.
2.2 Our general office hours and team responses are Monday to Friday between 11:00 AM and 5 PM IST (Indian Standard Time), we are closed on major Indian holidays.
2.3 For direct Contact to any team member (if not on leave) within UNV Digital, we respond within one business day to Emails or Voicemails, and often within 2 hours when possible.
2.4 UNV Digital will advise the client of any additional costs if outside the contracted support agreement.
2.5 Where an immediate response is required on as issue or request submit directly to [email protected], [email protected], [email protected], [email protected] a response will be sent within 24 hours depending upon the complexity of the project and client contract with UNV Digital. The client will be advised of the timeframe and any budget considerations resulting from the request in a timely manner.
2.6 If you have questions about how to submit your request, contact the support team at the office email: [email protected]
2.7 Small Print. We cannot guarantee a response time when clients submit requests via Email, Voicemail, or Text.
2.8 Resolving a request could potentially require more time as all issues are diagnosed and the solution agreed upon, we will continually advise and update progress.
3. Terms & Conditions
3.1 The contract is a legally binding document signed by both parties and includes:
● Termination Restrictions
3.2 UNV Digital does not accept liability where delays in reaching a deadline are caused by the client not providing the requested information. An example would be in the case of supplying essential content to UNV Digital and/or failing to confirm sign off allowing for work to commence or continue.
3.3 UNV Digital’s SLA may change at any time without warning.
4.1 UNV Digital will provide customers with initial estimates for projects on request. The final project sum may vary from the initial estimate. An estimate as opposed to a fixed price quotation is useful when the actual project sum cannot be reasonably or accurately ascertained at the onset.
4.2 Work carried out against estimates will be charged in accordance with clause 9.
4.3 UNV Digital will provide estimates in writing by email to customers, which will include a hyperlink to this SLA. Acceptance by a customer of UNV Digital estimate is subject to acceptance of the terms and conditions in this SLA unless specifically agreed in writing between the Customer and UNV Digital to the contrary.
4.4 UNV Digital may charge for providing an estimation if it consumes time, skills, and resources to generate estimation.
5.1 When a client reports an issue relating to a matter that falls outside of the project or contract specification, UNV Digital will investigate this on behalf of the client. The client will receive feedback via email and where appropriate, a price to carry out the extra work involved to resolve the issue. UNV Digital will charge for services provided that are not included in any quotation or under the terms of your Hosting, Social Media, Website Contract, or Any Other Contract. The amount charged will be based on UNV Digital’s standard hourly rate for that service unless a different hourly rate has otherwise been agreed in writing. UNV Digital at any time may review and increase its standard hourly rate without warning. UNV Digital will charge a minimum charge of 15 minutes.
5.2 Any work that is in addition to that shared detail in a fixed price quotation will be valued and added to the final project sum.
5.3 Invoices are raised on the 1st of each month for the previous month’s fees, with 4-day payment terms.
5.4 UNV Digital may ask the customer for an advance amount to begin/resume a service.
6. Fixed Price Quotation
6.1 Whenever possible UNV Digital will provide customers with a fixed price
quotation and detailed specification for a project.
6.2 Items omitted or added to the specification that accompanies a fixed price quotation will be treated as variations in accordance with clause 7.
6.3 UNV Digital will provide quotations in writing by email to customers, which will include a hyperlink to this SLA. Acceptance by a customer of a UNV Digital quotation is subject to acceptance of the terms and conditions in this SLA unless specifically agreed in writing between the Customer and UNV Digital to the contrary.
7.1 The value of work included in a fixed price quotation specification that is omitted will be valued and deducted from the final project sum.
7.2 Work that is in addition to that shared detail in a fixed price quotation specification will be valued and added to the final project sum.
8.1 The source code of all website web pages remains the intellectual property of UNV Digital and may not be copied and used by any other party without the consent of UNV Digital.
8.2 All Scripts, CSS, and included files used within customer websites remain the intellectual property of UNV Digital and may not be copied and used by any other party without the consent of UNV Digital.
8.3 The stored procedures, functions, and triggers programmed into SQL Databases remain the intellectual property of UNV Digital and may not be copied and used by any other party without the consent of UNV Digital.
8.4 All Customer Logo Images, Images Unique to the Customer, i.e. of their premises, Workforce and their Business, plus all Written Copy, belong to the Customer and are covered under their copyright. UNV Digital will not reuse Customer written content or images without the expressed permission of the Customer. However, UNV Digital can use some of the work to promote their service and as a portfolio in the future.
9. Hourly Rate Charges
9.1 UNV Digital will charge for services provided that are not included in any quotation or under the terms of the clause. The amount charged will be based on UNV Digital’s standard hourly rate unless a different hourly rate has otherwise been agreed in writing.
9.2 UNV Digital will review and may increase their standard hourly rate on an annual basis or as and when needed without any warning.
9.3 There will be a minimum charge of 15 minutes.
10. Hosting, Email, Domain & Third Party Services
10.1 UNV Digital has no responsibility for the performance of hosting servers or domains or any third party services.
10.2 UNV Digital will not be liable to the Customer for any compensation in respect of any downtime that may occur with the hosting of their website(s).
10.3 With regards to any images or download files uploaded to a Customer’s website it is the responsibility of the Customer to retain a copy of these on their local PC/LAN. In the unlikely event of a hard drive failure or other technical failures with the dedicated web server, it will be the responsibility of the Customer to re-upload these files.
10.4 UNV Digital utilizes various backup processes. This is not guaranteed by UNV Digital so customers should observe and be prepared, in the unlikely event.
10.5 In the event that a customer wishes to move their website and/or SQL Server Database to another web server supported by another party, then UNV Digital will cooperate fully at an additional charge and subject to all outstanding amounts being paid up in full, in advance, along with a negotiated fee to purchase the intellectual copyright of the source code, etc.
10.6 UNV Digital will set up Customer’s 3rd party services and charge an additional amount for doing this.
10.7 UNV Digital is excluded from any liability to the Customer for any interruption or termination in the third party service.
10.8 UNV Digital will troubleshoot any problems reported by the Customer with their email. If the problem is due to an omission by UNV Digital then no charge will be made to the Customer. If the problem is not due to an omission by UNV Digital then the Customer will be charged in accordance with UNV Digital Hourly Rate Charges or higher.
11. Website Services
11.1 UNV Digital will offer customers third party services such as those offered by Google to enhance the performance of their websites. UNV Digital may include in quotations the setup and maintenance of such third party services. UNV Digital will not be liable to the Customer for any interruption, non-performance, or cancellation of the provision by third parties of any such services.
12. Search Engines
12.1 UNV Digital accepts no responsibility or liability to the Customer for Search Engine Rankings or how such rankings may vary over time. UNV Digital may give consideration to Search Optimization when building a website, but SEO services are separate from the design & development process and require a separate agreement due to the ongoing nature of SEO.
13. Link Building
13.1 UNV Digital may provide Link Building service(s) under the SEO package. However, we are not liable/responsible if the link gets deleted or if any such glitches occur. No refund/compensation will be provided under any circumstances.
14.1 UNV Digital provides textual and visual creatives with a limited number of changes. Any further changes will be charged extra, which might or might not be communicated to the Customer in advance. If the Customer changes the level/format/outcome/ or any other kind of changes then the charges will be additional and maybe considered as a completely new project. In such cases, the Customer has to pay for both the previous work and for the work according to changed requirements.
15.1 There will be no concession given to the Customer under any condition on the basis of a lack of client satisfaction or any other kind of damage claimed by the client.
16.1 Under no circumstances refund will be provided for the Ads and the amount utilized for it. The outcome of the Ads is a complete risk that has to be taken by the Customer. UNV Digital can’t be held in any way responsible for any loss/underperformance or any other kind of claim.
17. Invoicing & Payment
17.1 UNV Digital standard payment terms are 4 days from the date of the invoice.
17.2 UNV Digital will specify within estimates or quotes how a project will be invoiced. Large projects may be split into a number of monthly interim invoices plus a final invoice on completion, or an upfront deposit with a final invoice on completion.
17.3 In the case of non-payment there will be a monthly Compound Interest of 10% that will be added by UNV Digital including if any third party payment is pending. The customer will be only responsible for it Legally and Financially and will have to pay for the damages, interest, any other hindrances, as well as the Legal Fee that UNV Digital might incur.
17.4 In case of non-payment UNV Digital has also the right to confiscate all the Digital properties and the Customer still has to pay the complete amount.
18.1 In the event that the Customer reports an issue which is related to a matter that falls inside or outside of the project specification then UNV Digital will investigate this and email the Customer a report and if appropriate, a price to carry out the extra work involved to resolve the issue.
19.1 Unless expressly agreed in writing to the contrary UNV Digital does not have any liability to the Customer for any delays in completing a project.
19.2 UNV Digital does not have any liability to the Customer for the performance of a website, database, or any other entity/service developed/setup for the client.
19.3 In the event that a customer wishes to move their website and/or SQL Server Database to another web server supported by another party, then UNV Digital will cooperate fully at extra charge, subject to all outstanding amounts being paid up in full, in advance, along with a negotiated fee to purchase the intellectual copyright of the source code, etc.
19.4 In the event that the customer requires assistance with remedying a situation with their website that is not a technical fault caused by UNV Digital, then the customer will be charged.
20.1 In the event that the Customer does not pay an invoice within 30 days of the due date, i.e. within 34 days of the date of the invoice, then UNV Digital has the right to suspend all further works for that Customer until such time as payment is made in full.
20.2 In the event that the Customer becomes insolvent or goes into liquidation UNV Digital has the right to immediately terminate their contract with the Customer and invoice for the full value of project works carried out to that date, plus suspend any services.
20.3 In the event that a customer “frustrates” the progress of a project contract with UNV Digital then UNV Digital will be entitled to give 14 days written notice to the Customer of the contract being terminated. If the Customer does not satisfactorily remedy the cause(s) of the frustration, within the 14 day Notice Period, then UNV Digital will have the right to terminate the contract. UNV Digital will invoice the Customer for the full value of works carried out to-date.
21. Force Majeure
21.1 This clause frees UNV Digital from liability or obligation when an extraordinary event or circumstance beyond the control of the parties, such as a war, strike, riot, crime, epidemic, or an event described by the legal term act of God, prevents one or both parties from fulfilling their obligations under the contract.
22.1 UNV Digital has all the right to outsource the complete/partial project to any other organization with or without informing the Customer.
23. Channel Partners
23.1 It is the Channel Partner’s responsibility to pay and/or compensate for the damages that might occur during or after the project and UNV Digital will not be held responsible in any manner. Channel Partner will be liable to pay UNV Digital for the legal fees as well as pay for the damages and pay for the man-hours lost.