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Service Level Agreement

Created April 25, 2026Last Updated April 25, 2026

1. Overview

This Service Level Agreement (SLA) defines the service standards and commitments that WebRush provides to all clients using our platform. This SLA is designed to ensure transparency and set clear expectations for service delivery.

2. Service Availability

WebRush strives to maintain platform availability of 99.5% uptime, measured on a monthly basis. Scheduled maintenance windows will be communicated in advance and are excluded from uptime calculations.

3. Response Times

We commit to the following response times for client communications:

  • General inquiries: Within 24 business hours
  • Project-related messages: Within 12 business hours
  • Urgent issues (platform access, payment problems): Within 4 business hours

Business hours are defined as Monday through Friday, 9:00 AM to 5:00 PM (local time), excluding public holidays.

4. Project Delivery Timelines

Estimated delivery timelines are provided at the time of order and are based on standard project scope. Timelines may be adjusted if:

  • The client requests additional features or scope changes
  • Client feedback or materials are delayed beyond agreed timeframes
  • Force majeure events occur

5. Quality Standards

All deliverables will meet the following quality standards:

  • Responsive design compatible with modern browsers and devices
  • Adherence to current web accessibility guidelines
  • Clean, maintainable code following industry best practices
  • Performance optimization for fast loading times

6. Revision Process

Each project includes a defined number of revision rounds. The revision process follows these guidelines:

  • Revision requests must be submitted through the platform
  • Each revision round includes a consolidated set of feedback
  • Revisions will be completed within the agreed timeline after feedback receipt
  • Additional revision rounds can be purchased as add-ons

7. Data Protection

We commit to protecting all client data in accordance with our Privacy Policy. All files and project data are stored securely and are only accessible to authorized personnel involved in your project.

8. Escalation Process

If you are unsatisfied with the service or response times, you may escalate your concern through the following process:

  • Level 1: Contact your project manager via the platform messaging system
  • Level 2: Request escalation to a senior team lead
  • Level 3: Contact management via the support email for resolution

9. SLA Modifications

WebRush reserves the right to modify this SLA with 30 days written notice. Any changes will be communicated through the platform and via email to registered users.