Service Level Agreement

This SLA applies to retainer clients of Unicorn Leap Ltd receiving ongoing monthly services.

Critical issues (site down): 1 hour response, 4 hour resolution target. High priority (feature broken): 4 hour response, 24 hour resolution target. Normal requests: 1 business day response, agreed timeline for delivery. Low priority: 2 business day response.

Websites and services we host target 99.9% uptime, excluding scheduled maintenance and third-party outages.

Primary contact via email or WhatsApp. Monthly reporting included for all retainer services.

This SLA does not cover issues caused by third-party services, client-side changes, or force majeure events.