Service Level Agreement

01

Introduction

This Service Level Agreement defines the support standards and service expectations provided by AI Takes Axion Ltd to the client. This SLA applies to all services where provided, including AI automation, website hosting and maintenance, SEO, and associated services.

02

Service Availability

Services are provided on an 'as available' basis. The Company does not guarantee uninterrupted or error-free operation. No fixed uptime percentage is guaranteed unless explicitly agreed in writing. Service availability may be affected by third-party providers, maintenance, updates, or external infrastructure issues.

03

Support Hours

Standard support is available Monday to Friday, 9:00 AM to 5:00 PM UK time, excluding public holidays. Support requests received outside these hours will be handled on the next working day.

Support is provided via email at [email protected].

04

Response Time Targets

The Company aims to respond within the following timeframes. These are targets, not guarantees:

• Critical issues (complete system failure) — within 4 business hours
• High priority issues (major functionality impacted) — within 1 business day
• General enquiries and non-urgent requests — within 2 business days

05

Website Projects

Preview Delivery

The Company will deliver a website preview within the estimated timeframe confirmed at project commencement, subject to timely receipt of all required content from the client.

Revision Turnaround

Following receipt of consolidated client feedback, the Company will aim to deliver revisions within 5 working days.

Go-Live

Following client sign-off, the Company will aim to make the site live within 2 working days, subject to domain propagation times outside the Company's control.

Post-Launch Corrections

Minor factual corrections identified within 7 days of go-live will be addressed within 3 working days as a courtesy.

06

SEO Retainer

For clients on a monthly SEO retainer, the Company commits to:

• Monthly SEO report delivered by the same date each month
• Google Search Console and Semrush data reviewed monthly
• Google Business Profile updated with a monthly post
• Keyword tracking reviewed and recorded monthly
• On-page optimisations completed within the month where required
• Blog posts published within the calendar month (Full Service only)

07

Exclusions

This SLA does not cover issues caused by client misuse or breach of agreements; external system failures outside the Company's control; custom development beyond the agreed scope; or training or consulting outside agreed services.