Service Level Agreement (CAE Business Solutions LTD)
Effective Date: 01.01.2026
This Service Level Agreement (SLA) applies to ongoing services provided by CAE Business Solutions LTD including, but not limited to, website hosting, SEO subscriptions, digital marketing retainers, maintenance services, and technical support. This SLA should be read alongside our Terms and Conditions. In the event of inconsistency, the Terms and Conditions shall prevail.1. SUPPORT HOURS
Standard support hours are Monday to Friday, 9:00am to 5:00pm (UK time), excluding public holidays. Requests submitted outside these hours will be addressed during the next working period unless otherwise agreed in writing.2. RESPONSE TIMES
We aim to respond within the following timeframes:- Critical issues (complete service outage): within 1 working day
- High-priority issues (major functionality impacted): within 2 working days
- General support requests: within 3 working days
3. RESOLUTION TIMES
Resolution times depend on complexity, third-party involvement, technical constraints, and client cooperation. Resolution timeframes are estimates and are not contractually guaranteed.4. CLIENT RESPONSIBILITIES
Clients must:- Provide accurate details of the issue
- Grant required system access where necessary
- Respond promptly to clarification requests
5. EXCLUSIONS
This SLA does not cover:- Issues caused by third-party platforms or providers
- Client-side errors or unauthorised modifications
- Out-of-scope development work
- Force majeure events
6. SERVICE MODIFICATIONS
We reserve the right to update infrastructure, tools, and processes where reasonably necessary to maintain service quality, compliance, or operational performance.For further information regarding this Service Level Agreement, please contact CAE Business Solutions LTD.