We review this page regularly and update it whenever plan structure, response targets, or delivery coverage changes.
1. Overview
This Service Level Agreement (SLA) defines Acefina's support standards for clients on a monthly care plan. Project-based work follows the timeline agreed in the project scope or statement of work.
It covers the three care plans listed on our home page:
- Essential care ($150/month): Uptime and SSL monitoring, dependency updates, daily backups and small monthly fixes.
- Managed care ($450/month): Everything in Essential, plus a Core Web Vitals watch, security and malware response, and priority turnaround.
- Operated ($1,200/month): Everything in Managed, plus dedicated engineering time, release management, incident response and direct access to the engineer.
2. Response times
Our response targets by plan are listed below:
| Plan | Critical | High | Normal |
|---|---|---|---|
| Operated ($1,200/month) | 1 hour | 4 hours | 1 business day |
| Managed care ($450/month) | 4 hours | 1 business day | 2 business days |
| Essential care ($150/month) | 1 business day | 2 business days | 3 business days |
3. Issue priority definitions
- Critical: Production outage, active security event, or data-loss scenario
- High: Significant degradation affecting business operations
- Normal: Non-urgent issues, optimization requests, and routine questions
4. Availability
- Operated: Extended coverage from 8am to 10pm local time, seven days a week
- Managed care: Business hours, 9am to 6pm Monday to Friday, with your requests ahead of the Essential queue
- Essential care: Business hours, 9am to 6pm Monday to Friday
5. Communication channels
- Operated: Direct access to the engineer in a shared Slack or WhatsApp channel, plus email
- Managed care: Shared Slack or WhatsApp group plus email
- Essential care: Email
6. Monitoring and alerting
Every plan includes uptime monitoring with incident alerts and SSL expiry alerts.
Managed care and Operated add:
- Core Web Vitals and performance trend review
- Security vulnerability checks and malware response
Operated also includes incident response and release management.
7. Reporting
- Operated: Weekly reporting, with release notes for every deploy
- Managed care: Monthly report covering performance, security and updates
- Essential care: Monthly summary of updates, backups and uptime
8. Exclusions
This SLA does not apply to:
- Issues caused by unapproved client-side changes
- Outages originating with third-party providers such as hosting or CDNs
- Scheduled maintenance announced in advance
- Force majeure events outside reasonable operational control
9. Credits
If we miss our response commitments more than twice in a billing period, eligible Managed care and Operated clients receive a 10% credit on the following month's invoice.
10. Contact
For SLA questions or active support concerns, contact hello@acefina.com.