Service-Level Agreement (SLA)
Effective Date: April 17, 2025
This Service-Level Agreement (“SLA”) outlines the service expectations and support standards provided by Mainstay Design (“we,” “our,” or “us”) to clients subscribed to our web design packages and ongoing care plans.
1. Covered Services
This SLA applies to the following services:
- Web design packages
- Ongoing website care plans
- Ongoing website care plans
- Website updates and maintenance
- Hosting (provided through a third-party provider)
- Performance monitoring, plugin security, and malware protection
Services included with all active plans:
- Plugin updates
- Nightly backups
- Performance and uptime monitoring
- Plugin vulnerability scanning and malware protection
2. Support Response Time
Clients may submit support requests via email to info@mainstaydesign.co. Our standard response time is within 24 business hours.
For clients on higher-tier care plans, we provide first-priority support, meaning your requests will be addressed before those from lower-tier plans. This prioritization applies during business hours and does not change the guaranteed response time.
3. Support Availability
Support is available during Mainstay Design business hours: Monday–Friday, 9:00 AM to 5:00 PM MST.
While our third-party hosting provider offers 24/7 server-level support with an average response time of 15 minutes, Mainstay Design support is limited to our regular business hours. Urgent server issues may be escalated directly to our hosting partner as needed.
4. Hosting Services
Hosting is included in all Mainstay Design web design and care plan packages and is provided through a trusted third-party provider. While we manage and support your hosting experience, we do not control the underlying infrastructure.
Hosting performance and uptime are subject to the terms and service levels of our third-party provider. We make every effort to liaise with the provider on your behalf in the event of downtime, performance issues, or outages.
5. Exclusions and Limitations
The following are not covered under this SLA:
- Client-installed or modified plugins
- Custom code added by the client or third parties
- Support requests submitted outside of standard business hours (unless urgent and related to hosting downtime)
- Services not explicitly included in your selected care plan tier
We may, at our discretion, assist with issues outside the scope of this SLA for an additional fee or under a custom agreement.
6. Contact Us
For support requests, questions, or emergencies, please contact:
Mainstay Design
Email: info@mainstaydesign.co
Website: mainstaydesign.co