Service Level Agreement

WE ALIENS AGENCY

This Service Level Agreement (“SLA”) defines the standards, expectations, and responsibilities for services provided by WE ALIENS (“WE ALIENS”, “we”, “our”, or “us”) to clients (“Client” or “You”). This SLA applies to digital marketing services, software development, hosting, SaaS tools, and any ongoing technical or support services provided by WE ALIENS.

By engaging our services, the client agrees to the terms outlined in this SLA in addition to the Service Agreement Policy, Terms & Conditions, and other relevant agreements.

1. Purpose

The purpose of this SLA is to:

Establish clear service expectations
Define performance metrics, responsibilities, and response times
Ensure accountability and quality in service delivery
Provide a framework for reporting and resolving service issues

2. Scope of Services

This SLA covers services provided by WE ALIENS, including:

Digital marketing campaigns and management
Website and mobile application development
Custom software and SaaS solutions
Hosting, cloud services, and server maintenance
Technical support and consulting services

Specific service deliverables, timelines, and performance commitments are outlined in the respective project agreement or proposal.

3. Service Availability & Uptime

WE ALIENS strives to maintain consistent availability of hosted systems, platforms, and SaaS tools.

Target Uptime: 99.5% availability per calendar month for hosted services and SaaS platforms
Scheduled Maintenance: WE ALIENS will notify clients in advance of planned maintenance windows that may temporarily affect availability
Unplanned Downtime: WE ALIENS will promptly notify clients of any unexpected outages and provide updates on resolution

Downtime due to factors beyond WE ALIENS’ control (force majeure, third-party service disruptions, client-side issues) is not included in uptime calculations.

4. Support & Response Times

WE ALIENS provides technical and project support according to the following response levels:

Issue Severity	Response Time	Resolution Goal
Critical (service down, major outage)	2 hours	24 hours or as agreed
High (significant functionality impact)	4 hours	48 hours or as agreed
Medium (minor functionality issue)	8 hours	72 hours or as agreed
Low (general inquiries, enhancements)	24 hours	Within project timeline or agreed schedule

Support requests must be submitted via official channels (email, ticket system, or client portal) to be covered under this SLA.

5. Performance Metrics

WE ALIENS will track and monitor key performance indicators (KPIs) for ongoing services, including:

System uptime and availability
Marketing campaign performance metrics (impressions, conversions, ROI)
Website and software responsiveness and load times
Issue resolution and support ticket closure rates

Regular reports may be provided to the client as agreed in the project or service contract.

6. Client Responsibilities

To ensure compliance with the SLA, clients agree to:

Provide timely access to resources, accounts, and materials needed for service delivery
Report service issues promptly using official channels
Follow usage guidelines, terms, and applicable policies provided by WE ALIENS
Maintain proper infrastructure or hosting environments on their side, when applicable

Failure to meet client responsibilities may impact the ability of WE ALIENS to meet SLA commitments.

7. Remedies & Limitations

WE ALIENS’ liability for SLA breaches is limited to service credits or remediation measures as described in the service agreement
WE ALIENS is not liable for downtime or performance issues caused by:
- Third-party services, platforms, or infrastructure
- Client misconfiguration or misuse
- Force majeure events
SLA commitments do not guarantee business outcomes, revenue, or marketing performance

8. Monitoring & Reporting

WE ALIENS continuously monitors service availability and performance. Clients may request reports on:

System uptime statistics
Issue resolution history
Marketing campaign performance (if applicable)
Usage of SaaS tools or APIs

Reports are provided according to the schedule agreed in the service contract.

9. Term & Termination

This SLA remains in effect for the duration of the service agreement between WE ALIENS and the client. Termination of services also terminates this SLA, unless otherwise agreed in writing.

10. Governing Law

This SLA is governed by the laws of the country in which WE ALIENS operates. Any disputes regarding service levels or this SLA shall be resolved under the applicable legal jurisdiction.