Legal

    Service Level Agreement

    Last updated: 17 July 2025

    Introduction

    This Service Level Agreement ("SLA") defines the service standards, responsibilities, and obligations between Xharvoc Limited ("Xharvoc", "we", "our") and the Client for the provision of services.

    This SLA is designed to ensure transparency, accountability, and consistent service delivery.

    1. Company Details

    Company Name: Xharvoc Limited
    Company Number: 16590285
    Jurisdiction: England and Wales

    Registered Office:
    71–75 Shelton Street
    Covent Garden
    London, WC2H 9JQ
    United Kingdom

    2. Scope of Services

    This SLA applies to services provided by Xharvoc Limited in the United Kingdom, including but not limited to:

    CategoryServices
    Web ServicesWordPress Development, Custom Website Design, E-commerce Solutions
    Digital MarketingSEO, PPC Advertising, Social Media Management, Email Campaigns
    ConsultancyIT Consulting, Digital Strategy, Automation Advisory
    SupportWebsite Maintenance, Bug Fixes, Performance Optimisation
    OtherGraphic Design, Branding, API Integrations, AI Solutions

    3. Service Availability & Response Times

    All times are measured in UK local time (GMT/BST).

    Service TypeAvailability
    StandardMon–Fri, 9–18
    Priority24/7
    Downtime24/7
    FeaturesMon–Fri, 9–18

    Clients under AMC or priority plans may receive faster response and resolution times as defined in their agreement.

    4. Performance Metrics

    Xharvoc commits to the following service benchmarks:

    MetricTarget
    Website Uptime99.8% monthly
    Critical Bug FixWithin 72 hours
    SEO ReportsMonthly
    Ticket Acknowledgement4 working hours
    Client UpdatesEvery 2–3 working days

    5. Client Responsibilities

    Clients agree to:

    • Provide timely access to systems, hosting, content, and credentials
    • Supply accurate information and feedback without unreasonable delay
    • Maintain backups unless Xharvoc is contracted for hosting and backups
    • Make payments in accordance with agreed invoices and payment terms
    • Comply with all applicable laws and Xharvoc policies

    Delays caused by missing access, approvals, or content may affect timelines.

    6. Payment & Suspension Terms

    Payments are governed by Xharvoc's Terms & Conditions and Refund Policy.

    Xharvoc reserves the right to:

    • Suspend services for overdue invoices
    • Resume services only after full payment is received
    • Reject refund requests that do not meet refund policy criteria

    Late payments may attract statutory interest in accordance with the UK Late Payment of Commercial Debts (Interest) Act 1998.

    7. Data Protection & Security

    Xharvoc processes personal data in accordance with:

    • UK GDPR
    • Data Protection Act 2018

    We implement appropriate technical and organisational measures to safeguard data. Any notifiable data breach will be reported to the ICO and affected clients within 72 hours, where legally required.

    For more information, refer to our Privacy Policy.

    8. Intellectual Property Rights

    Unless explicitly stated otherwise in writing:

    • All work products, designs, and materials remain the intellectual property of Xharvoc until full payment is received
    • Upon payment, the Client receives a non-exclusive, non-transferable licence to use the deliverables
    • Source code ownership transfers only if expressly agreed in writing
    • Third-party licenses remain subject to their respective terms

    9. Termination of SLA

    Either party may terminate this SLA under the following conditions:

    ReasonAction
    Mutual Agreement15 days' written notice
    Material BreachImmediate termination
    Non-PaymentSuspension → Termination after 28 days

    Upon termination, access credentials, data handling, and IP rights will be managed in accordance with the contract and applicable law.

    10. Limitation of Liability

    To the maximum extent permitted by UK law:

    • Xharvoc shall not be liable for indirect or consequential losses
    • Xharvoc is not responsible for failures caused by third-party platforms, hosting providers, or force majeure events
    • Total liability is limited to the fees paid by the Client for the affected service

    Nothing in this SLA excludes liability for fraud, wilful misconduct, or death or personal injury caused by negligence.

    11. Escalation Matrix

    If issues remain unresolved, clients may escalate as follows:

    LevelContactResponse
    L1Support Team12 hours
    L2Operations24 hours
    L3Grievance Officer48 hours

    12. Force Majeure

    Xharvoc shall not be liable for delays or failure to perform due to events beyond reasonable control, including but not limited to natural disasters, internet outages, cyber-attacks, government actions, or changes in law.

    13. Governing Law & Dispute Resolution

    This SLA shall be governed by and construed in accordance with the laws of England and Wales.

    All disputes shall first be resolved through good-faith negotiations. If unresolved, disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

    14. SLA Updates

    Xharvoc may update this SLA from time to time. Continued use of services after updates constitutes acceptance of the revised SLA.

    15. Contact Information

    For SLA or service-related queries:

    📧 Email: [email protected]

    🏢 Registered Office:
    Xharvoc Limited
    71–75 Shelton Street
    Covent Garden
    London, WC2H 9JQ
    United Kingdom