Service level agreement.

1. Service commitment

Free Website Guy commits to delivering high-quality web design, development and AI-readiness solutions in line with the agreed specifications for each project. We deliver our services with professionalism, transparency and within agreed timelines.

Our standard service offering is provided at zero service cost — you pay only for your own third-party hosting and domain. This SLA governs the standards we hold ourselves to regardless of the zero-fee model.

2. Response times

• We aim to acknowledge all client enquiries and support requests within 24 business hours (Monday–Friday, SA time, excluding public holidays).
• For urgent matters affecting a live website, we offer priority response based on availability.
• Quote and intake submissions are typically answered same-day, SA time.

3. Uptime guarantee

For clients on ongoing hosting or maintenance arrangements, we target an uptime of 99.95%, measured monthly and excluding scheduled maintenance windows. Where uptime depends on a third-party hosting provider, this target reflects the provider's published SLA, and we will act as your advocate to resolve any disruption as quickly as possible.

Scheduled maintenance is communicated in advance wherever practical and is generally performed during low-traffic hours.

4. Maintenance & updates

Where a maintenance arrangement is in place, Free Website Guy provides ongoing support that may include:

• Software, plugin and security updates
• Bug fixes and general housekeeping
• Offsite backups
• Reasonable content updates on request

The exact inclusions for your engagement are confirmed in writing at kick-off.

5. Client responsibilities

Timely delivery depends on your cooperation. You agree to:

• Provide all necessary materials, content, images and access credentials on time
• Review and approve deliverables promptly to avoid delays
• Maintain valid hosting and domain payments with your chosen provider
• Designate a single point of contact for approvals where possible

Delays caused by outstanding client materials or approvals fall outside the timelines and targets in this SLA.

6. Scope & exclusions

This SLA covers the services explicitly agreed for your project. It does not cover issues arising from third-party platforms outside our control, client-side modifications made without our involvement, or force majeure events (e.g. nationwide outages, load-shedding-related provider downtime, or events beyond reasonable control).

7. Service termination

Free Website Guy reserves the right to suspend or terminate services where a client materially breaches the agreement or fails to meet any agreed obligations. Where ongoing services are terminated, we will provide reasonable assistance to hand over your website and assets.

8. Contact

For SLA-related questions or to log a support request, contact us via the intake form or email hello@freewebsiteguy.co.za.

Free Website Guy
Johannesburg, Gauteng, South Africa