This Service Level Agreement (“SLA”) sets out the service standards, commitments, and responsibilities between Miraco Digital Solutions Ltd (“Miraco”) and its Clients for the provision of digital and creative services.
1. Purpose
- ▹To define service expectations, performance standards, and remedies for failure to meet agreed levels.
- ▹To provide assurance to Clients that Miraco will deliver high-quality and timely services.
2. Scope of Services
- ▹Branding, logo design, and identity creation.
- ▹Website design, development, and launch.
- ▹Social media asset creation.
- ▹Digital consulting and related services.
- ▹Ongoing maintenance (where separately contracted).
3. Service Availability & Response Times
- ▹Business Hours: Monday – Friday, 9:00am – 6:00pm UK Time (excluding UK public holidays).
- ▹Initial Response to Client Queries: within 2 business days.
- ▹Issue Resolution:
- ▹• Minor issues (cosmetic/design tweaks): within 3–5 business days.
- ▹• Medium issues (non-critical bugs, revisions): within 7–10 business days.
- ▹• Critical issues (major bugs affecting launch or live websites): response and resolution as soon as possible.
4. Delivery Commitments
- ▹Project timelines will be agreed in each Statement of Work (SOW).
- ▹Miraco commits to reasonable best efforts to deliver within these timelines.
- ▹Delays caused by Client (e.g. late content, feedback) extend delivery dates accordingly.
5. Performance Standards
- ▹Websites will be delivered responsive and functional across major browsers (Chrome, Safari, Firefox, Edge).
- ▹Deliverables will be tested prior to handover.
- ▹Miraco is not liable for third-party hosting outages, plugin conflicts after handover, or Client modifications.
6. Maintenance & Support (if contracted)
- ▹Support tickets logged by email or platform will be acknowledged within 24 hours.
- ▹Updates, patches, and bug fixes will be carried out under maintenance contracts.
- ▹Emergency fixes outside business hours may incur additional fees unless otherwise agreed.
7. Client Responsibilities
- ▹Provide all required content, feedback, and approvals in a timely manner.
- ▹Ensure legal right to all provided materials (text, images, trademarks).
- ▹Maintain backups of their data and deliverables after handover.
8. Subcontracting & Outsourcing
Miraco may use trusted subcontractors, including offshore teams in India, while retaining accountability for quality.
9. Measurement & Reporting
Service performance will be tracked via project management tools, communication logs, and milestone reports. Regular progress updates will be provided to Clients.
10. Remedies & Penalties
- ▹If Miraco fails to meet agreed critical timelines (excluding Client delays or force majeure), Client may request:
- ▹• Service credits of up to 10% of project fee, OR
- ▹• Equivalent additional work of similar scope at no charge.
- ▹Refunds are not provided beyond these remedies.
11. Limitation of Liability
Miraco’s total liability under this SLA is capped at the total fees paid for the affected services. No liability for indirect, incidental, or consequential damages.
12. Governing Law & Jurisdiction
This SLA is governed by English law. Disputes shall be subject to the exclusive jurisdiction of courts of England & Wales.
By engaging Miraco, the Client acknowledges and accepts this SLA in conjunction with the Terms & Conditions and Privacy Policy.