Service Level Agreement

This Service Level Agreement (SLA) describes the levels of service that Shine More Online ("Provider") will provide to the Customer. 1. Uptime Commitment: For Managed Hosting clients, we guarantee a monthly uptime of 99.9%. 2. Response Times: Critical issues (System Down) will receive a response within 1 hour (24/7). High priority issues within 4 hours. Normal priority within 24 hours. 3. Maintenance: Scheduled maintenance will be communicated at least 48 hours in advance. Emergency maintenance may be performed at any time to ensure security and stability.

Master Services Agreement (MSA) Standard Terms

1. Scope of Services & Deliverables

Shine More Online ("The Agency") agrees to perform services as defined in the attached Statement of Work (SOW) or Project Estimation provided via our interactive discovery tool. Any changes to the scope must be agreed upon in writing via a Change Order, which may incur additional fees.

2. Intellectual Property Rights

Upon full payment of all fees associated with the project, The Agency grants the Client:

Exclusive Ownership: Full rights to all custom HTML, CSS, JavaScript, and design assets created specifically for the project.
License to Background Technology: A non-exclusive, perpetual, royalty-free license to use any pre-existing code libraries, frameworks, or tools utilized by The Agency in the creation of the deliverables.

3. Payment Terms & Schedules

Deposit: A non-refundable deposit of 10% is required to secure a development slot.
Milestones: Remaining balances are due upon specific project milestones as defined in the project invoice. Late payments may result in a pause of development services or a late fee of 1.5% per month.

4. Confidentiality & Non-Disclosure

Both parties agree to hold proprietary information in strict confidence. The Agency will not disclose Client data, trade secrets, or business strategies to third parties without express written consent, except as required by law.

5. Warranties & Limitation of Liability

The Agency warrants that services will be performed in a professional manner in accordance with industry standards. EXCEPT AS EXPRESSLY STATED, THE SERVICES ARE PROVIDED "AS IS." TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE AGENCY'S LIABILITY SHALL NOT EXCEED THE TOTAL FEES PAID BY THE CLIENT FOR THE SPECIFIC PROJECT GIVING RISE TO THE CLAIM.

6. Termination

Either party may terminate this agreement with 30 days' written notice. In the event of termination, the Client shall pay The Agency for all work performed and expenses incurred up to the effective date of termination.

These terms are governed by the laws of the jurisdiction in which Shine More Online is registered. For specific legal inquiries or contract adjustments, please contact legal@shinemoreonline.org.