Issued by: PTNet / PixelPulse
Effective from: 4 July 2025
Applies to: All clients under active 36-month contract service plans
This SLA outlines the expected level of service provided to clients under the 36-month website & digital services contract. It defines service scope, uptime commitments, support availability, response times, and client responsibilities.
This SLA covers the following services included in the monthly plan:
Domain name registration (.co.za)
Web hosting (2GB with cPanel or managed hosting)
WordPress website deployment and maintenance
Email account setup and basic support
Basic SEO setup (meta tags, keyword optimization, site indexing)
Basic SMM setup (Google Business + Facebook Page)
Security & backup maintenance
General support and updates
We commit to 99.5% annual uptime for all hosted websites under our managed hosting plan.
This excludes scheduled maintenance or downtime caused by third-party providers (e.g., domain registrar, DNS propagation delays, or platform updates beyond our control).
Support is available via email, WhatsApp, or web form.
| Support Type | Availability | Notes |
|---|---|---|
| General Queries | Mon–Fri, 9am–5pm | 24–48 hour response time |
| Urgent Issues | Mon–Fri, 9am–5pm | 12–24 hour response time (priority) |
| Weekend Support | Case-by-case | Not guaranteed unless prior arranged |
We will perform regular maintenance as follows:
Plugin & CMS updates: Monthly (WordPress)
Backups: Weekly (stored offsite)
Security monitoring: Continuous
Site performance optimization: Quarterly or upon request
Critical updates may be pushed without notice to preserve security.
We aim to provide reliable, secure, and professional service to all clients.
Support response time: Within 24–48 business hours
Site maintenance: Includes monthly backups, plugin updates, and uptime monitoring
Email support: Monday–Friday, 9AM to 5PM
Hosting uptime target: 99.5% annually
Urgent issues: Prioritized for resolution within 12 hours where possible
Revisions: Limited to 2 rounds during the initial design phase. Additional revisions may be billed separately.
Read the full SLA here
Includes setup of up to 2 business email accounts (e.g., you@yourbiz.co.za).
Support includes password resets, forwarding setup, and basic troubleshooting.
Clients are responsible for managing inbox storage and backups.
Email hosting is not guaranteed to be unlimited. Additional space may incur extra fees.
Basic SEO and SMM are setup-focused and include:
Google indexing and basic keyword structure
Social profile setup and linking
Logo/profile pic formatting for Facebook/Google Business
Advanced services (e.g., ads, analytics tracking, content scheduling) are available separately and not included in the standard plan.
To ensure quality service, the client agrees to:
Provide required content, branding, and business details within 7 days of onboarding
Review and approve work promptly (within 5 business days of receiving drafts)
Inform PTNet of any issues or changes in writing (email or WhatsApp)
Delays in content or feedback may lead to postponed timelines.
We reserve the right to pause services if:
Monthly payments are missed by more than 14 days
The client becomes unresponsive for 30+ days during development
There is evidence of abusive, threatening, or unethical behavior
Reconnection will incure a R200 fee
While we aim for excellence, PTNet is not liable for:
Loss of data due to client actions or third-party plugins
Website downtime caused by upstream providers
Business losses due to performance or ranking declines
Force majeure or acts of God (e.g. natural disasters, power outages)
This SLA is reviewed annually and may be updated with 30 days' notice. Current clients will be notified of material changes.
