Website Service Level Agreement (SLA)

Prepared by: Mr. Alvin Pang
Email: alvin@spdigitalplus.com
Date: 13/6/2025

1. General Overview

The purpose of this document is to establish a two-way understanding between the Client and the NexGen Support Team regarding the Website Maintenance services available. The document lays out the practices regarding Website Maintenance which NexGen will follow. These practices are intended to yield a high quality, reliable web experience for eligible customers.

2. Service Description

This Service Level Agreement specifically describes the web Support services provided by NexGen.

2.1 Scope:

This Service Level Agreement applies to NexGen developed, hosted, and Supported websites.
Web Support is provided by the most efficient method available. Currently, opening a ticket via email is the recommended approach but assistance may also be obtained via telephone and in-person via your Account Manager or NexGen Support Team by means of a scheduled appointment.

2.2 Services:

Website Support, Maintenance & Management

2.2.1 Monthly backup for website

Our service includes monthly backups of your website data, which are stored on a secure server. This ensures that your website can be quickly restored in case of any unexpected data loss. Our team of experts will ensure that your website is always up-to-date with the latest security measures and that all backups are performed seamlessly without any impact on your website's performance.

2.2.2 Weekly checks for theme and plugins new updates

Our team will perform a thorough review of your website's theme and plugins each week to ensure that they are up to date with the latest versions available. We will make the necessary updates and test them thoroughly to ensure that they are compatible with your website and are functioning as intended.
By staying up to date with the latest theme and plugin updates, we can help to prevent potential security vulnerabilities and keep your website running smoothly. Our weekly checks give you peace of mind that your website is always up to date and performing at its best.

2.2.3 WordPress core updates

Our team will regularly check for new WordPress core updates and will ensure that your website is updated to the latest version in a timely and efficient manner. This service is crucial for maintaining the security and functionality of your website, and we take it very seriously.

2.2.4 Clean WordPress database

Our database cleanup service is included in our comprehensive web maintenance package, which provides ongoing support and maintenance to keep your website running smoothly. We take pride in offering reliable and efficient services to our clients, so you can trust us to keep your website running optimally.

2.2.5 Clear website cache

Our team will regularly clear your website cache to ensure your website remains fast and responsive. This service is designed to ensure that your website performs at its best at all times, providing your customers with a smooth and hassle-free browsing experience.

2.2.6 Analyzing broken links

Broken links can negatively impact your website's search engine rankings and user experience, which is why we will regularly check for and fix any broken links on your website. We use advanced tools to analyze your website's links and identify any broken links. Our team of experts will then take the necessary steps to repair any broken links, ensuring that your website is fully optimized and running smoothly.

2.2.7 Website troubleshooting/monitoring

Our team of experts will continuously monitor your website to ensure it's running smoothly, and if any issues arise, we'll quickly troubleshoot and fix them. We use advanced tools and technologies to track website performance, identify potential vulnerabilities, and keep your website up and running at all times.

2.2.8 Technical support

We provide assistance with various technical issues such as website errors, hosting problems, and other technical glitches that may arise. Our team is available to provide support and answer any questions you may have, ensuring that your website runs smoothly and efficiently. Our technical support is available via email, phone, and chat, and we aim to respond to all queries within 24 hours.

2.2.9 Security monitoring

We will take proactive measures to safeguard your website and data against potential attacks, and provide you with timely security updates and patches. Our security monitoring services include malware scanning, intrusion detection, security audits, and more.

3. Roles and Responsibilities

3.1 SP Digital Plus Support Team Responsibilities:

NexGen Support Team will provide the infrastructure, technology, personnel, processes, and monitoring tools necessary to deliver web Support as described in this document, and NexGen Support Team to:
Meeting response times associated with the priority assigned to individual service requests.
In the case of NexGen services and other explanatory materials, develop content following the appropriate NexGen template and upload to the appropriate area of the NexGen site using information provided by the content sponsor.
In the case of non- NexGen content, assist with posting content provided by content sponsor to the appropriate area of the customer website as agreed with the content sponsor.

3.2 Customer Responsibilities:

Customer responsibilities in Support of this Agreement include:
Using the standard contact methods (see Section 4 below) to request web Support services.
Reviewing draft design concepts, web pages suggestions, ticket replies, and all other communication dependencies in a timely fashion.
Regularly reviewing page content for which they are responsible and communicating any required updates or new content to NexGen Support Team in a timely fashion.

3.3 Support Limitations:

The NexGen Support Team provides Support for the usage of and placement of text and graphic content for NexGen Customer websites. NexGen’s Data Center domain service providers also provides Support for domain service provider or leased hardware and for web-hosting software applications including but not limited to WHM/Cpanel. When applicable, NexGen may obtain assistance from domain service provider Support Services on your behalf by initiating a Support ticket.

4. Requesting Service

Clients may request service through email (alvin@spdigitalplus.com), WhatsApp group, phone (via account manager), or scheduled virtual/physical appointments.

4.1 Web Support Requests:

NexGen offers four methods to submit web Support requests.

4.2 Support Ticket Via Email:

Sending email to NexGen alvin@spdigitalplus.com is the recommended method for requesting web Support assistance. The request will be delivered to all members of the NexGen Support Team, ensuring that it is reviewed promptly. Unless designated urgent, requests made via email will be processed in the order in which they are received during normal hours of operation.

4.3 Support Ticket Via WhatsApp Group:

Customers may also submit requests for assistance with web support via the assigned WhatsApp Group. The customer can create a discussion thread explaining their needs and submit the request. Requests made via this channel will be processed during normal business hours.

4.4 Telephone:

Urgent Support requests may be made by telephone to special Support number provided by your account manager. Messages left during off hours will be processed the next business day. This method can be helpful if you also need consultation on your proposed changes.

4.5 In-Person (Physical / Virtual):

The NexGen Support Team emphasizes the importance of communication with our customers. Face-to-face or online meeting via Zoom/ Microsoft Teams are to be scheduled, before and after sites have been deployed. NexGen Support Team members are located in VO3-09-13, Designer Office, Lingkaran SV, Sunway Velocity, 55100 Kuala Lumpur. Please contact your account manager for an appointment.

5. Hours of Coverage, Response Times, and Complaint Resolution

5.1 Hours of Coverage:

Web content management Support is provided by NexGen Support Team Monday through Friday, 9 am to 6 pm (UTC+8), on regular business days.

5.2 Response Times:

NexGen Support Team will use the following guidelines to prioritize web Support requests, with the goal of beginning to work on the problem within the target timeframe. Actual response times may be shorter or longer, depending on the volume of requests being handled at any one time.

5.2 Response Times:

Category Description Response Time
Time-Sensitive Issue Code issue, service outage, performance issue or other outage.
Example: The website goes offline due to an unknown reason.		 2 – 6 business hours
General Support Questions General content changes.
Example: Customer need assistance posting an updated form that needs to be posted.		 Within 1 business day
Added Functionality Requests Adding site functionality.
Example: Customer need assistance with creating a new form to the post.		 Within 3 – 5 business days
Depending on the complexity of the requested added functionality, a meeting to discuss project timeline may be necessary. This will be scheduled within 3 business days.
Web Project Consultancy Project related discussions.
Example: The customer knows what they want to achieve on their web page/site but is unsure of the tools and expertise required to meet that goal.		 Meeting will be scheduled to determine project timeline within 3 business days.

5.3 Escalation:

Any Customer not satisfied with the level of service related to a web Support request should contact their account manager or the NexGen Support Team, who will review your input and respond to you with the action taken.

5.4 Other Requests:

Requests not covered in the scope of this service can be submitted through email alvin@spdigitalplus.com and will be referred on to the appropriate individual(s).

6. Maintenance and Service Changes

6.1 Web Content Maintenance:

When content publishing exceeds the knowledge of the client the NexGen Support Team will accept requests for web content updates and revisions through any of the following channels listed under Requesting Service.

6.2 Web Service Changes:

From time to time, the platform or other software used in the construction and maintenance of websites for which the NexGen Support Team has responsibility may change. The team’s skills will stay up-to-date to encompass these changes.

6.3 Rights of Termination

The client has the right to terminate the contract with the provider if:

  • The provider fails to meet the project deadlines specified in the contract.
  • The provider is unable to complete the project according to the agreed-upon scope of work.
  • The provider breaches any material term of the contract.
  • The quality of work delivered by the provider is subpar or does not meet the agreed-upon standards.
  • The provider fails to communicate effectively or provide adequate progress updates.
  • The provider is not responsive to the client's requests or concerns.
  • The provider engages in unethical or unprofessional behavior.
  • The provider is unable to resolve technical issues or bugs in a timely manner.
  • The provider experiences financial difficulties or bankruptcy.
Note: This SLA is a public document for transparency and clarity between SP Digital Plus and its clients.