Service Level Agreement

1. About This SLA

This SLA applies to services including:

• Smart Websites
• Smart Receptionists
• Smart Chatbots
• Missed Call Text Back
• Hosting Services
• Website Maintenance
• CRM Integrations
• Business Automation
• Digital Marketing Services

The level of support provided may vary depending on the customer's chosen package.

2. Our Service Commitment

WeCatchIt aims to provide reliable, professional and responsive support to help businesses maintain their digital operations.

We aim to deliver:

• 24/7 support availability
• Fast response times
• Proactive monitoring where applicable
• Reliable service management
• Clear communication during incidents

3. Support Availability

Support is available:

24 hours a day, 7 days a week

Support requests may be submitted through:

• Email
• Telephone
• Online contact methods
• Customer communication channels provided by WeCatchIt

4. Response Time Targets

We aim to respond within:

Critical Issues

Target Response Time: 15–30 minutes

Examples:

• Website completely unavailable
• Smart services not functioning
• Critical automation failure
• Major business-impacting outage

High Priority Issues

Target Response Time: Within 4 hours

Examples:

• Important website features unavailable
• Significant service degradation
• Customer-facing functionality affected

Medium Priority Issues

Target Response Time: Within 1 Business Day

Examples:

• Minor functionality problems
• Content updates
• Non-critical technical issues

Low Priority Requests

Target Response Time: Within 3 Business Days

Examples:

• General questions
• Feature requests
• Improvement suggestions
• Non-urgent changes

5. Uptime Commitment

For supported hosting and technology services, WeCatchIt targets:

99.9% uptime availability

This excludes downtime caused by:

• Scheduled maintenance
• Emergency maintenance
• Internet outages
• Customer actions
• Third-party provider failures
• Domain issues
• DNS changes
• Cyber attacks
• Events outside our reasonable control

Uptime is a target and does not constitute a guarantee.

6. Planned Maintenance

Maintenance may be required to:

• Improve security
• Apply updates
• Improve performance
• Upgrade infrastructure
• Maintain reliability

Where possible, WeCatchIt will:

• provide advance notice;
• perform maintenance during quieter periods;
• minimise disruption.

Emergency maintenance may take place without prior notice.

7. Incident Management

When a service issue occurs, WeCatchIt will:

• Assess the issue.
• Identify the cause where possible.
• Take reasonable steps to restore service.
• Provide updates where appropriate.
• Complete follow-up actions if required.

8. Customer Responsibilities

Customers must:

• Provide accurate account information.
• Maintain secure passwords.
• Notify us of issues promptly.
• Provide reasonable access required for troubleshooting.
• Avoid unauthorised changes to systems we manage.

Delays caused by the Customer may affect resolution times.

9. Third-Party Dependencies

Many WeCatchIt services rely on external platforms including:

• Stripe
• Twilio
• OpenAI
• Google
• Microsoft
• Meta
• Zapier
• WhatsApp
• Calendly
• Domain registrars
• Hosting providers

WeCatchIt cannot guarantee availability of third-party services.

Where a third-party outage occurs, we will provide reasonable assistance but cannot control the resolution time.

10. Backups & Recovery

Where included within your package, WeCatchIt may provide backup and recovery services.

Customers acknowledge:

• backups are designed as a recovery measure;
• no backup system is completely guaranteed;
• customers should retain copies of critical business information.

11. Security Issues

If WeCatchIt identifies a security concern, we may:

• temporarily restrict access;
• apply security updates;
• disable compromised features;
• request customer assistance.

Security actions may be taken immediately where necessary to protect systems.

12. Service Exclusions

This SLA does not cover issues caused by:

• Customer modifications;
• Incorrect information supplied by the Customer;
• Third-party software;
• Internet connection failures;
• Device problems;
• Customer misuse;
• Unsupported integrations;
• External platform changes.

13. Service Improvements

WeCatchIt continually reviews and improves our services.

We may:

• update systems;
• improve automation;
• enhance monitoring;
• introduce new technology;
• change processes to improve reliability.

14. Service Credits

Unless specifically agreed in writing, WeCatchIt does not provide automatic service credits for downtime or service interruptions.

Any goodwill compensation remains at the discretion of WeCatchIt.

15. No Guarantee of Business Results

While WeCatchIt aims to provide reliable technology and support, we do not guarantee:

• increased sales;
• increased leads;
• increased enquiries;
• customer retention;
• revenue growth;
• marketing success.

Business outcomes depend on factors outside our control.

16. Escalation Process

If a customer is unhappy with support received, they may request escalation by contacting:

WeCatchIt

Email: wecatchit@outlook.com

We will review concerns fairly and aim to provide an appropriate resolution.

17. Changes to This SLA

We may update this SLA from time to time to reflect:

• improvements to services;
• changes in technology;
• operational changes;
• legal requirements.

The latest version will be published on our website.

18. Governing Law

This SLA is governed by the laws of Scotland.

Any dispute arising under this SLA shall be subject to the exclusive jurisdiction of the Scottish Courts.

19. Contact Information

WeCatchIt

Sole Trader

83 Edinburgh Road

Harthill

Shotts

ML7 5PT

United Kingdom

Email: wecatchit@outlook.com

Telephone: 07996 532472