Service Level Agreement

Managed includes hosting, SSL, backups, monitoring, technical maintenance, security updates, resolution of technical incidents attributable to HadidyLabs, fair-use small changes and personal support.

Managed + SEO includes everything in Managed plus technical SEO audits, speed optimisation, keyword research, on-page work, optimisation and appropriate expansion of existing content, Google Business Profile management, indexation checks, technical SEO monitoring and monthly reporting.

Social media content, video editing, advertising management, off-site graphic design, full rebranding and other marketing services are not included. Major additions and new functionality are quoted separately.

Office hours are Monday to Friday 09:00–20:00 and Saturday 11:00–15:00. Sunday is closed. HadidyLabs aims to reply on WhatsApp within 12 hours and normally within 60 minutes during office hours. These are targets, not guaranteed resolution or uptime commitments.

Reports should include the URL, device, browser, error and screenshot. Priority depends on impact and urgency. Critical incidents take precedence. Routine maintenance may be bundled; urgent security maintenance may take place without advance notice.

A managed backup is recorded at least once every 30 days. A higher frequency can be agreed for dynamic websites or environments with frequently changing data. STRATO may also provide automatically generated restore points. Restoration depends on the cause, impact and availability of a usable backup. HadidyLabs periodically checks whether restoration is possible, but absolute loss-free or uninterrupted service cannot be guaranteed.

Fair-use changes are reasonable small edits to existing text, images and comparable content. The plan is not an unlimited development budget. New pages, designs, integrations, migrations and functionality are assessed separately.

While the plan is active, technical issues demonstrably attributable to HadidyLabs are resolved without additional repair fees. This does not cover issues caused by the client, third parties, external services or third-party changes.