SERVICE LEVEL AGREEMENT

Your name , surname and email .

Mactron.co.za Service Level Agreement (SLA)

"Agreement" refers to this Service Level Agreement (SLA), including all schedules, appendices, annexes, and any subsequent amendments.

"Party" refers to either the Service Provider or the Customer. "Parties" refers to both collectively.

"Service Provider" refers to Mactron (Pty) Ltd.

"Backup for Mactron" refers to Destinos (Pty) Ltd.

"Customer" refers to , handled by (name), (surname).

"Services" refers to DADIE and other as described in this agreement.

"Domains" refers to these, listed by

"Data" refers to all information and content provided by the Customer for the purpose of this Agreement.

1. Introduction

This Service Level Agreement (SLA) outlines the terms and conditions governing the services provided by Mactron.co.za for web development, maintenance, and related activities. By engaging with Mactron.co.za, you agree to adhere to the terms outlined below.

2. Services Covered

2.1 Web Development

Mactron.co.za will design, develop, and maintain your website according to the agreed-upon specifications.
Regular updates and enhancements will be provided as needed.

2.2 Website Issues

Mactron.co.za will promptly address any website-related issues, including downtime, broken links, and functionality errors.
Response time: Within 24 hours during business days. This may be ongoing, depending on the nature of the issues, downtime, broken links or errors.

2.3 Communication

Effective communication channels will be established for project updates, queries, and feedback.
Communication methods: Email, phone, or project management tools.

2.4 Email Setup

Mactron.co.za will assist in setting up and configuring email accounts associated with your domain.
Support for email issues: Within 48 hours during business days.

2.5 User Setup

User account creation and access management will be handled by Mactron.co.za.
New user setup: Within 48 hours.

2.6 Costs

Prices exclude VAT. VAT will be added on all invoices.

1. Website Issues:

   All website problems are to be reported to Destinos, with SANNA included in the communications to ensure proper follow-up.
   Destinos will rectify issues as soon as possible.

   COST

   Destinos is compensated R300.00 per month for web maintenance including content updates, not exceeding 1 hour in total. Thereafter it will be billable at R650 per hour.

2. Email Setup:

   Specifications:
   Any email problems must be reported to Mactron via the SANNA Hosting and Email Support WhatsApp group.
   Destinos will act as a backup for Henry.
   Email issues must be resolved within 48 hours.

COST

A fee of R100.00 will be charged for each new email setup.

3. DADIE SLA

   Specifications:

   Problem Reporting:

   Any DADIE problems must be reported on the DADIE SANNA Support WhatsApp group.
   Issues reported on WhatsApp will be resolved, or feedback will be given within 2 working days.
   New licenses will be issued within 2 working days.

   COST

   R500.00 per month per database for all the PNA’s.

4. New Function Requests:

   Handled within 21 working days, depending on the nature of the request.
   Smaller changes may be included in the monthly fee.
   Larger requests will be quoted and open for discussion and approval before work commences.

   COST

   R800 per hour.

2.7 Problem Reporting

Clients can report issues via the designated channels as specified above.
Mactron.co.za will acknowledge receipt and provide updates on issue resolution.

2.8 New Function Requests

Requests for new features or functionalities will be evaluated and scheduled accordingly.
Implementation timeline will be communicated.

2.9 Communication Channels

Primary communication channels: Email, WhatsApp and project management tools.
Emergency contact details will be provided for critical issues.

2.10 Requests for Additional Licenses

If additional licenses are required (e.g., software, plugins), Mactron.co.za will assist in procurement.
Licensing costs will be communicated upfront.

3. Exclusions

The following are not covered under this SLA:

Hardware or server maintenance (unless explicitly agreed upon)
Third-party software or services not managed by Mactron.co.za
Acts of nature or force majeure events

4. Review and Amendments

This SLA will be reviewed annually. Amendments may be made with mutual consent.

Digitally signed by (name), (surname) as for .

ⓘ To be completed later:

CLIENT

Signed in pen on _______________

by ___________________________

designation __________________________

for _____________________________

Signature _______________________

MACTRON

Signed in pen on _______________

by Henry Mc Kenzie

designation CEO

for Mactron (Pty) Ltd

Signature _______________________

ⓘ Please note, this email will be send to Mactron. Mactron will peruse the form for any others and amend where needed. Mactron will email the signed by Mactron SLA in PDF format, and service only comes into effect once the SLA is signed in pen by you, the client, and emailed back.