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Template

Website maintenance SLA template

Pick four severity levels and the times you will actually answer. Copy the paragraph into the agreement. The monitoring record is how you show the times later. It does not answer the client for you.

SLA text

Response times for [site]

These times are a promise from [studio]. They are not a promise from the monitoring tool.

Critical. Reply within 1 hour. Next update: every hour while it is still down.
The public site does not answer, or the form they rely on is broken.

High. Reply within 4 business hours. Next update: the same business day.
A key page is wrong and the homepage still answers.

Normal. Reply within 1 business day. Next update: when it is fixed.
A change they asked for, or a small fault.

Low. Reply within 2 business days. Next update: when it is fixed.
A question or a copy tweak that can wait.

The client report shows homepage uptime for the period. The public status page lists probe incidents for the last 90 days. Use that record when you talk about these times. The probe does not reply to the client.

Prove the times you wrote

Homepage probes run every 15 minutes by default, and you can set a site as often as every 30 seconds. That is the live check. It can miss an outage shorter than the gap, so a one-hour reply promise is about you, not about the probe. A dollar figure for that hour, if you have their revenue, comes from the cost of downtime calculator.

The uptime section is the count for the period. The status page lists incidents from those probes for 90 days. Put both links in the agreement if you are going to cite them. The maintenance contract is where this paragraph belongs.

Questions

Will RetainerProof enforce these times?

No. I record whether the homepage answered, and I can email you when it is down. I do not start a timer on your reply, and I do not page you.

What is a business hour?

Yours. Write the timezone and the days in the agreement. The product checks on a Europe/Berlin schedule for the full digest, which is a different clock from your support hours.

Should critical mean any failed probe?

No. One missed probe is not yet an incident you owe an hour of your night to. Decide the rule, write it, and keep the status page for the stretches that stayed down.

Plans are Starter at $9/month for up to 5 sites, Studio at $29/month for up to 25 sites, and Agency at $79/month for up to 100 sites. Studio is the plan marked recommended. Starter, including a trial, keeps a small Powered by RetainerProof link on the client digest and the public status page. Studio and Agency remove that link. Prices are on the pricing page.

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Also see pricing and a sample client digest.