Service Level Agreement

Version 1.0
Effective from 18^th February 2026

This Service Level Agreement (SLA) outlines the standards and processes that apply to the delivery of hosting, maintenance, SEO, PPC, and social media services provided by Sussex Marketing Strategies Limited.

It should be read in conjunction with our Terms of Business and forms part of the overall framework under which services are supplied.

1. General Support Standards

1.1 Support Hours

Standard support hours are 9:00am–5:00pm, Monday to Friday, excluding public holidays.

Requests received outside these hours will be treated as received at the start of the next business day.

We do not provide 24/7 monitoring or support unless expressly agreed in writing.

1.2 How to Request Support

Support requests should be submitted by email to the agreed contact address to ensure they are properly received and tracked.

Requests made via telephone, messaging apps, or informal channels may not be treated as formal support requests unless confirmed in writing.

1.3 Response Targets

Response times refer to acknowledgement of a request, not resolution.

1.4 Resolution Times

While we aim to resolve issues promptly, resolution times depend on the nature of the issue, availability of third-party providers, and timely Client communication.

We do not guarantee fixed resolution times unless expressly agreed in writing.

1.5 Client Cooperation

Response and resolution times are dependent upon the Client providing timely access, information, and approvals where required.

1.6 Planned Office Closures

We may close the office during certain holiday periods (including the Christmas period), and will notify Clients in advance where possible.

During planned closures, standard support hours and response targets do not apply.

For urgent issues during these periods, Clients may use the emergency contact method communicated in our out-of-office notification. Such requests will be handled at our discretion and subject to availability.

2. Hosting & Maintenance Services

2.1 Scope of Hosting Services

Where hosting is provided by us, this includes:

• Provision of website hosting via third-party hosting providers
• Basic server-level configuration as required for website operation
• Periodic software updates as described below

Hosting services do not include custom development, content updates, SEO, or design changes unless separately agreed.

2.2 Updates & Maintenance

Where a maintenance plan is in place, we will:

• Apply WordPress core updates
• Apply plugin updates
• Apply theme updates
• Perform routine checks following updates

Updates are typically carried out on a scheduled basis and not immediately upon release.

Where a maintenance plan is active, we will carry out periodic manual reviews of website functionality following updates. These checks are intended to identify obvious operational issues but do not constitute comprehensive testing of all site features.

2.3 Backups

Where backups are included within the hosting package:

• Automated backups are performed by the hosting provider
• Backup retention periods are determined by the hosting provider
• Restoration requests may be subject to reasonable scheduling and/or additional cost where not caused by our error

Backups are provided as a mitigation measure and do not constitute a guarantee against all forms of data loss.

2.4 Uptime & Availability

While we aim to ensure high availability, we do not guarantee uninterrupted service.

Website availability may be affected by:

• Hosting provider outages
• Data centre issues
• Third-party services
• Internet infrastructure failures
• Scheduled maintenance

We are not liable for downtime or disruption arising from third-party infrastructure or services.

2.5 Security

We take reasonable and proportionate measures to maintain website security, including keeping supported software updated.

However, no website or server can be guaranteed completely secure.

The Client remains responsible for:

• Password security
• Access control within their organisation
• Content published via their own logins

2.6 Malware & Compromise

Where malware monitoring services are included within a hosting package, such services are provided via third-party providers.

Detection and remediation processes are subject to the terms and capabilities of those providers.

Where malware monitoring is not included within the Client’s package, investigation and remediation services may be chargeable.

We are not responsible for vulnerabilities introduced by third-party plugins, themes, user-installed software, or external integrations.

2.7 Client Responsibilities (Hosting)

The Client agrees:

• Not to install unapproved plugins, themes, or scripts without prior discussion
• Not to share administrative access irresponsibly
• To notify us promptly of suspected issues

2.8 Staging & Testing

Where appropriate, updates may be tested in a staging environment prior to deployment. The use of staging environments is determined at our discretion based on the nature and scale of the update.

For minor updates or routine maintenance, changes may be applied directly to the live site.

2.9 Performance Optimisation

Where included within a hosting or maintenance package, performance optimisation may include caching configuration, plugin optimisation, and general performance improvements.

Performance optimisation does not constitute a guarantee of specific load times or performance scores.

2.10 Uptime Monitoring

Where included within a hosting package, automated uptime monitoring may be implemented to detect website unavailability.

Monitoring services are automated and designed to generate alerts where downtime is detected. Such alerts are reviewed during standard support hours as defined in Section 1.

Monitoring does not constitute a guarantee of uninterrupted service, nor does it imply continuous manual supervision of the website.

Resolution times for downtime incidents remain subject to the Response Targets outlined in Section 1 and may depend on third-party hosting providers.

Where downtime occurs outside standard support hours, investigation will begin at the start of the next business day unless otherwise agreed.

3. Search Engine Optimisation (SEO), Pay-Per-Click (PPC) & Marketing Retainer Services

3.1 Retainer Structure

SEO, PPC and marketing retainers are based on a fixed allocation of professional time per month, as outlined in the relevant proposal or agreement.

Allocated time may be delivered by different members of the Agency team, depending on the nature of the work (e.g. strategic planning, technical optimisation, implementation, or content development).

Retainers provide access to expertise and time rather than a guaranteed list of fixed deliverables unless expressly stated.

3.2 Scope & Prioritisation

Work undertaken within the allocated time will be prioritised based on strategic impact and agreed objectives.

Activities may include:

• Technical optimisation
• On-page improvements
• Content recommendations or writing
• Performance analysis
• Strategic planning
• PPC campaign management

The specific mix of activities may vary month to month depending on priorities.

3.3 Content Creation

Where content writing forms part of a retainer, the quantity and scope of content produced will depend on the time allocation and agreed priorities.

Content creation is not guaranteed unless explicitly stated in writing.

3.4 No Guarantee of Results

Search engine rankings, traffic levels, leads and revenue depend on external factors including competitor activity, search engine algorithms, advertising costs and market conditions.

We do not guarantee specific rankings, traffic volumes or commercial outcomes.

3.5 Client Responsibilities (SEO & PPC)

The effectiveness of SEO and marketing activity depends on Client cooperation.

The Client agrees to:

• Provide timely access to platforms and analytics
• Approve recommendations or content where required
• Implement agreed changes where outside our direct control

Delays in approvals or implementation may affect results and timelines.

3.6 Pay-Per-Click (PPC) Advertising

Advertising spend is separate from management fees.

Where PPC services are provided, the Client is responsible for funding advertising budgets directly via their own advertising account and billing details. We may assist in setting up advertising accounts on the Client’s behalf, but all payment obligations remain the responsibility of the Client unless expressly agreed otherwise in writing.

We do not guarantee specific return on ad spend, cost-per-lead outcomes, or performance metrics. Campaign performance depends on budget, competition, targeting, platform algorithms and market conditions.

We are not responsible for account suspensions, policy violations, rejected advertisements, or changes imposed by the advertising platform.

3.7 Time Allocation & Rollover

Retainer time applies to the relevant monthly period.

Unused time does not automatically roll over unless expressly agreed in writing.

Additional work beyond the allocated time will be quoted separately or billed at the agreed rate.

Retainer time represents availability and expertise during the agreed period and does not guarantee utilisation in every instance.

4. Social Media Management Services

4.1 Scope of Services

Social media management services are provided in accordance with the relevant proposal or agreement.

Services may include:

• Content planning
• Organic post creation and scheduling
• Account management
• Basic engagement monitoring
• Paid social advertising strategy and campaign management
• Audience targeting and optimisation
• Performance reporting

The exact scope, posting frequency, and advertising activity will be defined in the relevant agreement.

4.2 Content Approval

Where approval is required, content will be submitted to the Client prior to publication.

If approval is not received within a reasonable timeframe, scheduled content may be delayed.

Approval confirms acceptance of tone, accuracy and compliance.

4.3 Posting Frequency

Posting frequency will be as agreed in the proposal.

We aim to maintain consistency but do not guarantee publication at specific times unless expressly agreed in writing.

4.4 Engagement & Monitoring

Where engagement monitoring is included, review of comments or messages will take place during the allocated retainer time and within standard support hours.

We do not provide continuous or real-time monitoring of social media accounts.

Response to comments or messages will be at our discretion and may depend on relevance, agreed strategy, and available allocated time.

Direct messages (DMs) remain the primary responsibility of the Client unless expressly agreed otherwise. Where appropriate, we may notify the Client of significant enquiries identified during scheduled account management time.

4.5 Paid Social Advertising

Where paid social advertising is included:

• Advertising spend is separate from management fees.
• The Client remains responsible for approving advertising budgets and strategy.
• Campaign performance depends on platform algorithms, audience behaviour, competition, creative effectiveness and market conditions. We do not guarantee specific reach, engagement, leads, or return on ad spend.

Where advertising spend is funded directly by the Client via their own advertising account, all billing and payment obligations remain between the Client and the platform provider.

Where advertising spend is paid by us on the Client’s behalf, such spend must be reimbursed in full and may be invoiced in advance or immediately following platform billing. We reserve the right to pause campaigns where reimbursement is overdue.

Advertising budgets may be adjusted or paused where payment arrangements are not in place.

We are not responsible for account suspensions, policy violations, rejected advertisements, or changes imposed by the advertising platform.

4.6 Platform Dependence

Social media services rely on third-party platforms.

We are not responsible for:

• Platform outages
• Account suspensions
• Algorithm changes
• Changes to platform features or policies

4.7 Client Responsibilities (Social Media)

The Client agrees:

• To provide brand guidelines and relevant information
• To review and approve content promptly
• Not to share account access irresponsibly
• Not to publish conflicting content that undermines agreed strategy

4.8 Crisis & Reputational Issues

Unless expressly agreed in writing, we are not responsible for public relations management or crisis response beyond standard content management.

5. Relationship to Terms & Amendments

5.1 Relationship to Terms of Business

This Service Level Agreement should be read in conjunction with our Terms of Business. In the event of any inconsistency, the Terms of Business shall take precedence.

All limitations of liability and other protections set out in the Terms of Business apply equally to the services described in this SLA.

5.2 Amendments

We reserve the right to update or amend this Service Level Agreement from time to time to reflect changes in services, technology, or operational practices.

The most current version will be published on our website and will apply to ongoing and future services unless otherwise agreed in writing.

5.3 Effective Date

This Service Level Agreement is effective from 18^th February 2026.