Service Level Agreement

1. Definitions

"Services" means the website maintenance, support, and related services provided under your monthly maintenance plan.

"Client Website" means the website built and/or maintained by PraxaStudio for the Client under an active maintenance plan.

"Incident" means any unplanned interruption to the Client Website's normal operation or a reduction in quality of service.

"Response Time" means the time from when PraxaStudio acknowledges receipt of an Incident report to when we begin actively working on resolution.

"Business Hours" means Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding U.S. federal holidays.

2. Service Plans Overview

AI Chat Assistant is available as an add-on for Praxa Steady and Partner. Included free with Praxa Growth. See pricing page for current add-on rates.

3. Incident Severity Levels

4. Uptime Commitment

Target Uptime: PraxaStudio targets 99.9% uptime for Client Websites on a monthly basis. This equates to approximately 43 minutes of allowable downtime per month.

4.1 Exclusions. The following do not count against uptime calculations:

(a) Scheduled maintenance (communicated at least 48 hours in advance);

(b) Force majeure events (natural disasters, war, terrorism, etc.);

(c) Third-party service outages (hosting provider, DNS, CDN);

(d) Issues caused by Client actions or third-party code;

(e) DDoS attacks or other malicious activity;

(f) Domain registration issues not under our control.

4.2 Service Credits. If uptime falls below 99.9% due to issues within PraxaStudio's direct control:

Service credits are the Client's sole and exclusive remedy for uptime failures. Credits must be claimed within 30 days of the incident and do not exceed 50% of one month's fee.

5. Support Hours and Contact

Standard Support Hours: Monday–Friday, 9:00 AM – 6:00 PM Eastern Time

Emergency Support (Severity 1 Only): Available 24/7 for Praxa Growth clients via emergency contact.

Contact Methods:

• Email: [email protected] (all severity levels)

• Emergency Email: [email protected] (Severity 1 only, Praxa Growth)

6. Backup and Recovery

6.1 Backup Schedule

• Praxa Steady: Weekly automated backups, retained for 30 days

• Praxa Partner & Growth: Weekly automated backups, retained for 60 days

6.2 Recovery

In the event of data loss or corruption, PraxaStudio will restore from the most recent backup at no additional charge. Recovery time objective (RTO) is 24 hours for Praxa Growth, 48 hours for Praxa Partner, and 72 hours for Praxa Steady.

6.3 Client Responsibility

Clients are responsible for notifying PraxaStudio promptly of any suspected data loss or corruption. PraxaStudio is not responsible for data loss resulting from Client actions or third-party access credentials provided by Client.

7. Security

7.1 Security Updates

PraxaStudio will apply security patches and updates in accordance with the maintenance plan schedule. Critical security patches may be applied outside the normal schedule to protect Client Websites.

7.2 Security Monitoring

All plans include security monitoring. Praxa Partner and Growth include enhanced monitoring with priority alerts for suspicious activity.

7.3 Security Breach Response

In the event of a confirmed security breach, PraxaStudio will: (a) immediately take steps to contain the breach; (b) notify the Client within 24 hours; (c) work to restore the website from a clean backup; and (d) provide a post-incident report within 7 days.

8. Scope Limitations

Services NOT included in maintenance plans:

(a) Complete website redesigns or rebuilds;

(b) New feature development or major functionality additions;

(c) Third-party software licensing fees;

(d) Domain registration or renewal fees;

(e) Premium hosting upgrades;

(f) Marketing, SEO, or advertising campaigns;

(g) Content creation (copywriting, photography, video);

(h) Recovery from Client-caused issues or unauthorized changes;

(i) Integration with new third-party services;

(j) Training beyond basic website usage.

These services are available at additional cost under a separate agreement.

9. Client Obligations

Client agrees to:

(a) Maintain current contact information with PraxaStudio;

(b) Respond promptly to requests for information or approval;

(c) Report issues through designated support channels;

(d) Not make changes to the website code without PraxaStudio approval;

(e) Keep payment information current and pay invoices on time;

(f) Not share admin credentials with unauthorized parties;

(g) Comply with all applicable laws regarding website content.

10. Limitation of Liability

11. Term and Termination

11.1 Term. Maintenance plans are month-to-month and automatically renew on the billing date.

11.2 Termination. Client may terminate at any time with no notice required. No refunds for partial months. Services continue until end of current billing period.

11.3 Effect of Termination. Upon termination, PraxaStudio will provide Client with: (a) final backup of website files and database; (b) any necessary credentials for continued operation; and (c) reasonable transition assistance for 14 days.

11.4 Immediate Termination. PraxaStudio may terminate immediately for: (a) non-payment exceeding 30 days; (b) Client's material breach of this SLA or Terms of Service; (c) Client's use of website for illegal purposes.

12. Governing Terms

This Service Level Agreement is subject to and incorporates by reference PraxaStudio's Terms of Service, including provisions regarding dispute resolution, governing law, and arbitration. In the event of conflict, the Terms of Service shall control.

13. Modifications

PraxaStudio may modify this SLA with 30 days' notice. Material changes will be communicated via email. Continued use of Services after modifications constitutes acceptance. If Client does not accept modifications, Client may terminate without penalty within 30 days of notice.

14. Contact Information

For questions about this Service Level Agreement:

ConEcomAI, LLC (d/b/a PraxaStudio)
A Wyoming Limited Liability Company
Email: [email protected]