Service Level Agreement - Formal Legal Version

"JD's Web Service," "we," "us," and "our" have the meanings set forth in our Terms of Service. "The Service" refers to the website design, hosting, and maintenance services provided under a tiered subscription model (a one-time $399 setup fee followed by a monthly Starter, Professional, or Premium subscription). "Draft" means a full website with placeholder content, viewable in a browser via a private link. "Business day" means Monday through Friday, excluding U.S. federal holidays. "Change request" (also called a content update) means changing, adding, or removing text, images, or pages on an existing website, and does NOT include a full redesign, a new feature, or a site rebuild.

We will deliver a Draft of your website within 30 days of your payment clearing. If we fail to deliver a Draft within 30 days, we will refund everything you have paid, including the $399 setup fee and any monthly subscription charges. Domain names, custom email, and other add-ons are non-refundable. Refunds are processed through Stripe subject to Stripe's processing timeline.

The 30-day promise is fulfilled upon delivery of the Draft. Once a Draft is delivered, you are no longer eligible for a refund under this section. The final launched website will not contain placeholder content.

We host client websites on industry-standard cloud infrastructure with DDoS protection, daily backups, and uptime monitoring. We use best efforts to keep your website online but do not guarantee any specific uptime percentage. If your website becomes unavailable, we will work to restore it as quickly as reasonably possible and notify you of the situation.

You may request up to 4 content updates per calendar month. Each request will be completed within 2-4 business days. Most requests are completed within 48 hours; the 2-4 business day window is a conservative estimate. Content updates do NOT include full redesigns, new features (such as booking systems or e-commerce), or site rebuilds, which are custom projects quoted separately.

We are responsible for: server setup, security patches, backups, DDoS protection, site deployment, content updates, and monitoring. You are responsible for: providing accurate business information, providing content and photographs, keeping your own passwords secure, and responding to any DMCA notices regarding content you asked us to publish.

If your website is compromised due to your own actions (including but not limited to a weak password), we will assist with restoration from backup, but the incident is not our responsibility. If your website becomes unavailable due to a failure of infrastructure we installed or configured, we will remediate it at no additional cost.

Our monitoring system automatically alerts us to outages. We will investigate, and once we have characterized the situation, we will contact you to discuss the outage and work together on a resolution.

We maintain daily or weekly backups of client websites. We apply security patches to infrastructure under our control on a best-efforts basis. DDoS protection is provided through our hosting infrastructure. We are not responsible for data loss caused by your own actions or by factors outside our control.

Our total liability arising from this Service Level Agreement is subject to the limitation of liability set forth in our Terms of Service (the 3-month paid-amount cap). We are not liable for indirect, incidental, special, or consequential damages.

Questions about this Service Level Agreement may be directed to [email protected].