Business Care

Website Care & Service Level Agreement

Online service only. All maintenance, monitoring, support, communication, approvals and service delivery are provided remotely and online. Onsite and physical IT support are excluded.

The plan includes the services and monthly support allowance shown above. Unused support time expires at each monthly renewal and does not roll over. Response time means the time in which Swiftpro will acknowledge and begin assessing a request; it is not a guaranteed resolution time.

Critical incidents are limited to a public website being unavailable, an agreed business-critical function failing, or evidence of an active website security compromise. Swiftpro may reclassify incorrectly prioritised tickets and will record the reason.

New functionality, redesigns, substantial new pages, custom development, API integrations, data imports, third-party configuration and work outside the monthly allowance are quoted separately and require approval.

Swiftpro is not responsible for failures or delays caused by hosting infrastructure outside its control, registries, DNS, email providers, payment gateways, supplier APIs, Google services, plugins or other third parties. Backups are a recovery measure and not an absolute guarantee against data loss.

Services are billed monthly in advance. SLA service may be suspended when payment is overdue. Either party may terminate with 30 days written notice. The agreement start, renewal, notice and end dates and all service activity are recorded online. South African law applies.

Agreement version 1.0.