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Service Level Agreement (SLA)

Effective Date: 20-02-2026

Fulfillment by Seahawk Media, LLC

This Service Level Agreement (“SLA”) defines the support standards and operational commitments applicable to services purchased through this Storefront.

All services sold via this Storefront are fulfilled by Seahawk Media, LLC (“Seahawk Media”), which acts as the Merchant of Record (MOR) and is the responsible party for transaction processing, fulfillment operations, and dispute handling related to storefront purchases.

This SLA applies only to active subscription or maintenance-based service plans.

1. Scope

This SLA applies to recurring or subscription-based services including:

  • Website maintenance

  • Managed hosting (if included)

  • Technical support

  • Security monitoring

  • Performance optimization

One-time purchases, standalone builds, or custom development engagements are governed by their respective service agreements and are not covered under this SLA unless explicitly stated in writing.

2. Support Availability

Standard Support Hours: Monday to Friday

Time Zone: 

Requests received outside support hours will be addressed on the next business day unless covered under an enhanced support plan.

3. Issue Classification & Response Targets

Response time refers to initial acknowledgment of the request, not full resolution.

Priority 1: Critical

  • Website completely inaccessible

  • Confirmed security incident

  • Response: 4-8 business hours

Priority 2: High

  • Major functionality disruption

  • Response: 1 business day

Priority 3: Standard

  • Minor bugs or layout inconsistencies

  • Response: 1-2 business days

Priority 4: General

  • Informational requests or small updates

  • Response: Within 2 business days

*Resolution timelines depend on scope and technical complexity.

4. Service Boundaries

This SLA does not cover:

  • Third-party outages or platform failures beyond Seahawk Media’s operational control.

  • Client-initiated code modifications or unauthorized system changes.

  • Force majeure events.

  • Scope expansions, redesign requests, or work outside the defined subscription plan.

Additional work beyond covered services may require a separate agreement.

5. Service Credits

Unless expressly defined in a signed service agreement, no automatic credits, refunds, or financial remedies apply under this SLA.

6. Modifications

Seahawk Media reserves the right to update this SLA at its discretion. Updates become effective upon publication on the Storefront and supersede prior versions.