Legal

Service Level Agreement

This page outlines general support expectations for managed websites, applications, hosting-related services, and post-launch maintenance engagements handled by LKProfessionals.

Coverage

SLA commitments apply only to services covered by an active maintenance, hosting, or support agreement. Custom project work, change requests, and new feature development are scoped separately.

Issue Prioritization

Incidents are typically prioritized by operational severity: business-critical outages first, followed by degraded features, then non-blocking defects, improvements, and advisory questions.

Response and Communication

We aim to acknowledge valid support requests promptly during agreed support windows and keep clients informed on investigation status, temporary mitigation, and the next expected update.

Exclusions

Third-party outages, force majeure events, client-side credential delays, unpaid invoices, or unsupported code changes may affect or suspend SLA coverage until the blocking issue is resolved.