Service Level Agreement (“SLA”)

Updated 02/13/2025 This Service Level Agreement (SLA) outlines the standards and expectations set by WebWyze for the delivery of its services to its registered customers, who have agreed to purchase and use THE SERVICES and have acknowledged the terms and conditions as registered online at WebWyze.co. The SLA details the responsibilities of both WebWyze and its clients, the performance metrics by which services will be measured, and the remedies available should service levels not be achieved. This document serves as a commitment to our clients, ensuring transparency, reliability, and excellence in our service delivery.

Legal Terms And Conditions

DEFINITIONS Capitalized & Bolded terms used in this Agreement have the meaning set forth herein or as set forth below:

1. “THE SERVICES” refers to the specific set of features, services, and pricing that you, as a registered customer of WebWyze, have purchased and agreed to receive on a recurring basis for your designated domain name. This is THE SERVICES you selected and confirmed upon making your purchase through the MSA.
2. “WEBSITE” refers to the complete WordPress website designed, developed, customized, and hosted by WebWyze for the Client. It includes all elements like design, stock photography from WebWyze’s licensed affiliates, graphical elements, and the DEVELOPED CONTENT created for the Client’s site.
3. “LOCAL MARKETING PROGRAM” refers to the select plan as stated in the MSA, which includes the bundled WEBSITE, HOSTING & CARE PLAN, LOCAL SEO, and optional PPC services. These services are performed on a recurring basis for the designated calendar month and are tailored to the Client’s geographic areas.
4. “PPC” refers to the creation and management of Client’s paid media campaigns, specifically Pay-Per-Click Advertising. These campaigns are designed for the Targeted Geographic Area, where advertisements can be displayed on THIRD-PARTY NETWORKS.
5. “PULSEWYZE” means WebWyze’ reporting platform which may include, but is not limited to, displaying website metrics, organic rankings, reputation notifications and targeted directory submissions.
6. “HOSTING & CARE PLANS” means a hosted Website by Company for Client with ongoing technical support provided by Company during the Term of this Agreement.
7. “LOCAL SEO” refers to both onsite and offsite strategies aimed at improving the organic ranking of the website for relevant search terms, as determined by the Company. These strategies are performed as part of the LOCAL MARKETING PROGRAM.
8. “DEVELOPED CONTENT” refers specifically to content that is written or created by WebWyze for the Customer, including but not limited to text, copy, blog posts, or other written material that is added to the website.
9. “PARTY” means either Company or Client and are together referred to as the “PARTIES“.
10. “AREAS OF MARKETING EFFORTS” means topics that may be targeted by this marketing campaign, specifically in the Customers Targeted Geographic Areas and expressly exclude all others which WebWyze may modify at Company’s discretion.
11. “TARGETED GEOGRAPHICAL AREAS” refers to the specific geographic regions in which WebWyze markets the Client’s services as part of paid media campaigns. WebWyze may modify these areas at its discretion. The Client will be notified of any changes to the geographic areas, and the Client may request adjustments, subject to WebWyze’s approval and the terms of the agreement.
12. “SERVICES” refers to the specific set of features, services, and pricing that you, as a registered customer of WebWyze, have purchased and agreed to receive on a recurring basis for your designated domain name, as outlined in the Master Service Agreement (MSA). This includes, but is not limited to, the website development, hosting, maintenance, local SEO, PPC, and any other services provided by WebWyze under this agreement.
13. “LAUNCH” refers to the date when the website becomes publicly accessible online after Client approval. If the website goes live prior to the Client’s final approval, the Client must confirm or provide feedback on the website within a specified period after launch. If no feedback is provided within this period, the website will be considered approved and officially launched.
14. “CHARGE” or “CHARGES” refers to any payment due for services provided under this agreement. This includes both recurring charges (such as monthly or annual fees) and one-time fees for specific services. All charges will be outlined in the Master Service Agreement (MSA) or any subsequent addenda.
15. “THIRD-PARTY NETWORKS” refers to external advertising platforms, including but not limited to Facebook, Instagram, Google Ads, Google Remarketing, and Local Services Ads (LSAs), or any other third-party platforms WebWyze may use for PPC. This term encompasses all external networks where WebWyze places advertisements or manages campaigns for the Client.
16. “MASTER SERVICE AGREEMENT” (MSA) refers to the agreement that outlines the features, services, and pricing WebWyze will provide to the Client, as confirmed in the email sent by WebWyze. The MSA is the full and binding contract that includes all terms and conditions of service and is considered effective upon the Client’s electronic acceptance.
17. “TERM” refers to the Commitment Length of this Agreement, indicating the duration for which the terms and obligations outlined in this Agreement are as define in the MSA.

Client’s Responsibilities

• THIRD-PARTY NETWORKS Marketing Efforts Disclaimer: WebWyze does not support marketing initiatives by the Client or any third party not managed by WebWyze. Clients engaging in external marketing for the Website do so at their own risk, and WebWyze is not liable for any outcomes or damages from such actions.
• Client Onboarding and Discovery Responsibilities: Upon execution of this Master Service Agreement (MSA), Client acknowledges and agrees to promptly complete and provide all requested onboarding intake and discovery documents as specified by WebWyze. These documents are an essential part of our initial project planning and are required to facilitate the discovery process for the project.Client understands that the timely submission of these documents is crucial for ensuring the smooth commencement of the project and the delivery of effective services. Failure to provide the requested information promptly may result in delays in project initiation. WebWyze will provide detailed instructions for the completion and submission of these documents, and Client commits to adhering to the provided guidelines and deadlines. By completing the onboarding intake and discovery documents in a timely manner, Client enables WebWyze to better understand the project’s goals, requirements, and specific needs, ultimately contributing to the success of the project.

WebWyze Responsibilities

• Delivery of Services to Client: WebWyze commits to delivering THE SERVICES outlined in this Agreement in a commercially reasonable manner, ensuring timely execution.
• Support and Service Level: WebWyze provides telephone support and online support via Basecamp (our project management tool) from 9 AM to 6 PM EST, Monday through Friday. We aim to respond on the same business day or by the next business day at the latest.
• Response Time: Clients can expect a response to all support requests sent to Basecamp within 2 business days.
• Resolution Time: While we aim to resolve issues as quickly as possible, the time needed for resolution may vary depending on the complexity of the task. We will provide a clear deadline for completion when appropriate and keep you informed of the progress.
• Data Security and Privacy: At WebWyze, we prioritize the security and privacy of our clients’ data. To maintain data integrity, communication about data protection measures is exclusively directed to our registered customers. Primary client contacts have the privilege to list authorized sub-accounts who can request support, updates, or changes to the website. This structured approach ensures requests are channeled through trusted representatives, safeguarding confidentiality and service accuracy.
• Performance Metrics: The success of our marketing services is gauged using specific Key Performance Indicators (KPIs). These metrics are diligently tracked via the WebWyze PULSEWYZE reporting platform.

Representation And Warranties

• Client. Client represents and warrants to WebWyze that It has full power and authority to provide and use any Client provided Content or DEVELOPED CONTENT and does not and will not violate any intellectual property or other proprietary rights of any third party or create any liability to any third party, specifically WebWyze .
• Company. WebWyze represents and warrants to Client that it
  • (i) is authorized to enter into this Agreement,
  • (ii) will deliver THE SERVICES in a commercially reasonable manner and without undue delay.

Term, Charges, and Termination of This Agreement

• Term: The duration of this Agreement varies based on the service type and is specified in the MSA signed by the Client.
• Charges: Client agrees to pay all Charges as outlined in the MSA. Upon receipt of the initial payment, Company will begin deploying Services to the domain specified in the MSA.
• Termination of Services: This Agreement remains in effect until terminated or canceled as specified in the respective MSA and the TOS. Either PARTY may terminate this Agreement under the following conditions:
  • Material Breach
    
    • Either PARTY may terminate this Agreement if the other PARTY materially breaches any term or condition and fails to cure the breach within ten (10) days after receiving written notice.
    • Delinquent payments must be paid in full within five (5) days of the due date.
    • A chargeback or canceled check is considered an uncurable material breach, allowing immediate termination.
  • Non-Payment & Service Suspension
    
    • If Client is two (2) days delinquent, Company may issue a service suspension notice with a three-day grace period.
    • If Client is five (5) days delinquent, Company may suspend or pause any Service until payment is received in full.
    • If the initial payment is not received within five (5) days of the Effective Date, Company may terminate this Agreement immediately.
  • Other Causes for Immediate Termination
    
    • Either PARTY may terminate immediately if the other PARTY engages in fraudulent or illegal activity.
    • Failure to maintain required compliance obligations outlined in the MSA.
• Dispute Resolution: If a chargeback or payment dispute arises, Client must notify Company within five (5) days to seek resolution before initiating a formal chargeback. Failure to do so waives the right to dispute Company’s termination decision.
• Refunds: Unless otherwise stated in the MSA, prepaid fees are non-refundable if services are terminated due to Client’s breach or non-payment.

Marketing Program Services

• By entering into this Agreement, Client is electing to have WebWyze provide the Professional Services which are collectively known as the LOCAL MARKETING PROGRAM as outlined in THE SERVICES.

Reporting Tools

• Google Tools: Under this Agreement, WebWyze will create and manage Google Search Console, and Google Analytics for the Website. The Client acknowledges that any changes made to these tools by the Client or Third-Party that result in adverse effects on the Website may result in additional hourly maintenance charges and invlaid reporting through PulseWyze.
• PULSEWYZE: WebWyze will provide a reporting platform called “PULSEWYZE” which will display full Key Performance Indicators (KPIs) to the Client on demand that pulls data from various sources. The Client agrees to use the PulseWyze platform as the primary source for Website performance metrics and acknowledges that any other sources of metrics may not be accurate or supported by WebWyze.

Local SEO

• Note: WebWyze reserves the right to modify deliverables with fair notice to Client in any of the features listed below as deemed necessary to enhance the effectiveness of our LOCAL SEO services. Given the evolving nature of SEO and the potential for new insights during the course of our services, we may need to make adjustments to better serve our clients’ goals.

1. On-Page Optimization: WebWyze will perform on-page optimization to improve the visibility and relevance of the Website in local search results. This includes optimizing title tags, meta descriptions, and schema markup to enhance the Website’s search engine performance.
2. Content Strategy: WebWyze will develop and implement a content strategy tailored to the Client’s business goals and target audience. This may include the creation of optimized website content, press releases, guest posts (Metro Only), and media rooms to enhance the Website’s online presence.
3. Backlink Audits: WebWyze may conduct backlink audits to identify and address issues related to the Website’s backlink profile.
4. Keyword Research: WebWyze will perform keyword research to identify relevant keywords and phrases that can improve the Website’s search engine visibility. This research informs content creation and optimization efforts.
5. Technical Audits: WebWyze will conduct technical audits to identify and address technical issues that may affect the Website’s performance in search engines. This includes ensuring proper website structure, navigation, and compatibility with search engine guidelines.
6. PULSEWYZE: WebWyze will provide 24/7 access to a reporting dashboard that displays key performance indicators (KPIs) related to marketing campaigns. The Client agrees to use this dashboard as the primary source for monitoring the performance and snapshot reports will be emailed monthly.
7. Search Console Integration: WebWyze will integrate the Website with Google Search Console, enabling comprehensive monitoring and analysis of search-related data. The Client acknowledges the importance of Search Console data for tracking the progress of SEO efforts.
8. Internal Linking: WebWyze may implement internal linking strategies to enhance website navigation and user experience. Internal linking may also contribute to improved search engine rankings.
9. Google Business Profile (GBP) Management Services:
   • WebWyze will create and manage the Client’s Google Business Profile for a single Google Business Profile. Additonal Google Business Profile management fees are satted in your MSA.
   • WebWyze will ensure that the profile accurately represents the Client’s business and is optimized for search engine visibility.
   • WebWyze may make postings as stated in the MSA.
   • The Client acknowledges that any changes made to the Google Business profile by the Client or any unauthorized third party may result in adverse impacts on the profile’s performance. In such cases, WebWyze reserves the right to charge additional fees for maintenance and repair services.
   • WebWyze will provide regular reporting on the performance of the Google Business profile and make recommendations for optimization as needed.
10. Social Media Posting Services:
    • WebWyze will create and publish content on the Client’s selected social media platforms, including Facebook, Instagram, LinkedIn, and X (formerly Twitter). This includes sharing blog posts from the Client’s website as part of the content strategy to enhance engagement and drive traffic.
11. Local Listings & Citations:
    • Service Scope: WebWyze will manage and optimize the Client’s business information across various online directories, search engines, mapping services, and other relevant platforms. This includes maintaining accurate and consistent details such as business name, address, phone number, website URL, and business hours.
    • Enhanced Online Visibility & Voice Search Optimization: By ensuring accurate and up-to-date business information across multiple platforms, WebWyze enhances the Client’s local search presence, making it easier for potential customers to discover and engage with the business. Additionally, WebWyze will optimize listings for voice search queries, helping the Client’s business appear in results for users searching via smart assistants (e.g., Siri, Google Assistant, Alexa).
    • Performance Monitoring & Optimization: WebWyze will provide ongoing monitoring of business listings, making necessary updates and optimizations to improve search visibility and local ranking performance. Insights and analytics will be available to track the effectiveness of these efforts.
    • Listing Synchronization & Management:: WebWyze ensures the synchronization of business information across all supported platforms, reducing inconsistencies and potential inaccuracies. This proactive management helps maintain a strong and reliable online presence for the Client.

Hosting & Care Plans

• Our HOSTING & CARE PLANS are designed to provide you with comprehensive support and maintenance services, ensuring that your website remains dynamic, secure, and optimized for peak performance. These plans are carefully tailored to meet a variety of support and update requirements, facilitating alignment with your business’s changing goals. Each plan includes hosting services, DNS management, and a specific allotment of website edits, all aimed at enhancing your site’s functionality and user engagement.

1. Monthly Allocation of Website Edits: Please note that the “Website Edits” included in these plans are allocated on a monthly basis under a “use it or lose it” policy. This policy is intended to encourage the regular updating and optimization of your website, maintaining its relevance and effectiveness. It is important to understand that unused edit hours from one month will not be carried over to the next. This approach is designed to foster a proactive approach to website management, ensuring that your digital presence consistently reflects your current business offerings and message.
2. Master Service Agreement (MSA): The specific services and support provided under your selected plan will be detailed in the Master Service Agreement (MSA). We strongly recommend reviewing the MSA thoroughly to ensure a clear understanding of the services provided and to clarify any questions or concerns prior to agreement.

PPC (Pay-Per-Click) Advertising

• If Client has elected to receive PPC Advertising Services as described in the MSA, the following terms shall apply:

1. Choice of Ad Networks: WebWyze, in its sole discretion, will select the most appropriate Third Party Network Platforms and advertising channels to effectively generate leads and meet the objectives outlined in the MSA. The selection of ad networks and platforms will be based on factors such as target audience, campaign goals, and industry trends. Client acknowledges that WebWyze’s expertise in choosing the right ad networks is essential to achieving the desired results.
2. Management Fee Billing: Management fees for THIRD-PARTY NETWORKS will be billed separately and paid in tarrears. The billing cycle and payment terms for management fees will be outlined in The MSA. Client agrees to promptly pay all management fees in accordance with the agreed-upon terms.
3. Results and Guarantees: Client acknowledges that search results, search engine rankings, and Paid Search results are influenced by several factors, including search engine algorithms and policies, and WebWyze cannot guarantee any specific position, placement, rank, or performance of the Website or ads in any search engine. WebWyze has made no guarantees, representations, or warranties to Client with respect to the results or performance of THE SERVICES, including but not limited to the quality or volume of Internet traffic or business generated. Client expressly acknowledges that they are not relying on anything outside the terms of this written agreement. WebWyze is not liable for any loss of business, revenue, or profits resulting from THE SERVICES.
4. Minimum Ad Spend + Management Fee: WebWyze charges a minimum management fee for PPC, as outlined in the MSA. Client also acknowledges that the percentage of the management fee may exceed the minim management fee based on the ad spend, and the details of this fee structure are provided in the MSA.
5. Payment of Management Fees: Management fees for Paid Ads are billed separately from Ad Spend. Client agrees to pay all management fees as per the billing cycle and payment terms outlined in The MSA. Failure to make timely payments may result in the suspension or termination of Paid Ads services.

Integrated Service Framework

• By engaging with our services under the Master Service Agreement (MSA), you acknowledge and accept its terms, including but not limited to our Acceptable Use Policy (AUP), Service Level Agreement (SLA), Website Service Agreement (WSA), Hosting Service Agreement (HSA), and Terms of Service (TOS). These documents collectively define our legal and operational relationship, ensuring clarity on service delivery, usage, and management.
• By electronically signing the MSA and confirming acceptance of the Terms of Service, you formally enter into a binding agreement with WebWyze. This step establishes our service relationship, defining the scope of services and responsibilities for both parties. Adherence to these terms is essential for a seamless and productive experience. Failure to comply may result in corrective actions, including suspension or termination of services. We strongly encourage a thorough review of these documents to ensure a clear understanding of our collaboration.

Payment

• Client agrees to pay all amounts due under this Agreement in full on the specified due date(s). WebWyze is hereby authorized to charge the Client’s provided credit card for all amounts due. Payments will be automatically processed on the anniversary date of the Agreement, in advance, and will continue monthly until termination.
• A payment that is past due by 10 days incurs a 5% late fee.
• Services may be temporarily suspended until payment is received.
• Any delinquent payments may result in the suspension of ad campaigns and third-party services until the balance is settled.
• Failure to pay within 30 days will result in permanent termination of services.
• The Client must inform WebWyze in writing of any changes to their billing information, including card cancellations, renewals, or replacements. The anniversary date refers to the date the MSA was first signed. If it falls on a weekend or holiday, the payment will be processed on the next business day. WebWyze will not commence services until the initial payment is received and reserves the right to withhold services if the Client is delinquent on any charges under this or any other WebWyze agreement.

Card Chargebacks

• In case the Client initiates any chargebacks, it will be considered a significant breach of this Agreement. Alongside the immediate termination of Services and/or the Agreement, a $25.00 fee (referred to as ‘CHARGES‘) will be applied for each chargeback to cover administrative and processing costs. The Client is responsible for covering all such CHARGES and associated fees, including legal costs if applicable.

Effective Date

• This Agreement shall come into effect upon the execution of the Master Service Agreement (MSA) by the Client. The date of execution of the MSA by the Client shall be considered the effective date of this Agreement.