Maintenance & Service Level Agreement

This SLA applies to clients on an active Basic, Standard, or Premium monthly maintenance plan. Without an active plan, support is available on an ad-hoc basis at standard hourly rates.

Support and maintenance are provided by Alpha Lab Technology, a subsidiary of its parent company Genesis Global Investment LLC.

1. Response Times

Measured in business hours (Mon–Fri, 9am–5pm Guyana time, excluding public holidays).

• Basic plan: Critical: 24h · Standard: 3 business days
• Standard plan: Critical: 8h · Standard: 1 business day · Priority WhatsApp
• Premium plan: Critical: 4h · Standard: same business day · Phone support

2. Issue Severity

• Critical: Site or app fully down, payments broken, data loss, security breach.
• Standard: A feature is partially broken, slow, or visually wrong but the site is usable.
• Low: Cosmetic issues, content tweaks, small enhancement requests.

3. Uptime Target

We target 99.5% monthly uptime for hosted sites and apps under our maintenance plans, excluding:

• Scheduled maintenance windows (announced at least 48h in advance).
• Outages caused by third-party providers (hosting, DNS, payment gateways, AI providers).
• Outages caused by Client actions or content uploaded by the Client.
• Force majeure events (natural disasters, internet backbone failures, government action).

If we miss the uptime target in any given month due to our own fault, you may request a credit equal to 10% of that month's maintenance fee.

4. What's Included in Each Plan

Basic — GYD 15,000/month

• Website hosting management
• SSL certificate renewal
• Security updates
• Monthly backup
• 2 content updates per month
• WhatsApp support

Standard — GYD 28,000/month

• Everything in Basic
• Up to 5 content updates per month
• Chatbot monitoring (if applicable)
• Monthly performance analytics report
• Response tuning for AI features
• Priority WhatsApp support

Premium — GYD 52,000/month

• Everything in Standard
• Up to 8 content updates per month
• Weekly performance reports
• SEO monitoring & improvements
• Phone support
• Quarterly strategy consultation

5. What Counts as a "Content Update"

A content update is a single batched request that takes us up to 30 minutes, such as:

• Updating text on an existing page
• Swapping an image or product photo
• Changing a price, phone number, or business hours
• Adding a blog post you've supplied
• Small CSS tweaks (colour, spacing)

Larger work — new pages, new features, design changes, integrations — is quoted separately as a change request (see Revisions & Scope).

6. Unused Updates

Content updates do not roll over to the following month. They reset on the 1st of each month.

7. Out-of-Hours Support

Critical issues outside business hours: best-effort response on Premium plans only. Other plans receive next-business-day response.

8. What's Not Included

• Building new features or integrations not in the original site/app
• Recovering data lost due to Client action or third-party provider failure beyond our backup retention
• Designing new logos, brand assets, or photography
• Paid ad management or social media posting (separate add-ons)
• Training new staff on how to use the site/app

9. How to Submit a Request

Send all maintenance requests to alphalabtechnology1@gmail.com or WhatsApp +592-761-9660. Include screenshots and a clear description of the issue or change.

10. Plan Changes

You may upgrade or downgrade your maintenance plan at any time. Changes take effect on the next billing cycle.