Service Level Agreement

What we promise, in plain English

The service levels we commit to, and what happens if we don't meet them.

This is a plain-English summary of our service level agreement. For the formal legal version, click here.

Last updated: July 1, 2026

What we promise

We promise to:

Build a draft of your website within 30 days of your payment clearing (usually 5-7 business days)
Host your website on secure, monitored infrastructure
Provide change requests up to your tier limit (Starter 1, Professional 4, Premium 8 per month) with tier-based turnaround (3-5, 2-3, or 1-2 business days)
Monitor your site for uptime and security
Keep backups of your website (weekly on Starter, daily on Professional and Premium)
Notify you of any significant outages

The 30-day delivery promise

We'll have a draft of your website ready for you to review within 30 days of your payment clearing. A 'draft' means a full website with placeholder content, viewable in a browser via a private link. The final launched site will not have placeholders.

If we don't deliver a draft within 30 days of your payment clearing, we'll refund everything you've paid (the $399 setup fee and any monthly charges). Domain names, custom email, and other add-ons are not refunded. Refunds are processed through Stripe per their processing timeline.

Once a draft is delivered to you, the 30-day promise is fulfilled and you are no longer eligible for a refund under this promise.

Payment Agreement

Uptime

We use industry-standard cloud hosting with DDoS protection, daily backups, and uptime monitoring. We work to keep your site online but don't guarantee a specific uptime percentage. If your site goes down, we'll work to restore it as quickly as possible and notify you of the situation.

Change requests

Each tier includes a monthly limit of change requests (also called content updates): Starter 1, Professional 4, Premium 8. A 'change request' means changing, adding, or removing text, images, or pages on your existing site. It does NOT include a full redesign, a new feature (like a booking system), or a site rebuild - those are custom projects, quoted separately.

Turnaround depends on your tier: Starter 3-5 business days, Professional 2-3 business days, Premium 1-2 business days (Monday-Friday, excluding holidays). All change requests go through your client portal. If you run out, you can buy extra change requests at $25 each.

What we handle vs. what you handle

We handle: server setup, security patches, backups, DDoS protection, site deployment, content updates, and monitoring.

You handle: providing accurate business information, providing content and photos, keeping your own passwords secure, and responding to any DMCA notices for content you asked us to put on your site.

If your site is hacked due to your own actions (like a weak password), we'll help restore from backup, but it's not our responsibility. If your site goes down due to something we installed or configured, we'll fix it at no extra cost.

Cancellation & Data Retention Policy

Outage notification

If your site goes down, our monitoring system alerts us automatically. We'll investigate, and once we understand the situation, we'll contact you to discuss the outage and work together on a resolution.