Last Updated: February 7, 2026
This Service Level Agreement (“SLA”) defines the level of service, support, and responsibilities provided by MVP SAAS Agency (“we,” “us,” or “our”) to clients (“you,” “client”) using services from mvpsaasagency.com (the “Website”). By purchasing or using our services, you agree to this SLA.
Scope of Services
This SLA applies to the following services offered by MVP SAAS Agency:
- SAAS setup and deployment
- Branding and customization
- Landing page and UI/UX design
- Technical support and maintenance
- SEO, content marketing, and paid advertising services
- Social media, email, SMS, and AI-powered marketing solutions
Each service is project-based and customized according to client requirements.
Service Availability
- Our services are provided on a project and support-request basis
- We do not guarantee 24/7 system uptime unless explicitly stated in a written agreement
- Platform uptime depends on client hosting, third-party tools, and infrastructure
Support Channels
We provide support through:
- Email support
- Live chat support
- Project-based communication channels
Support Emails
- Support: support@mvpsaasagency.com
- General: contact@mvpsaasagency.com
- Orders: order@mvpsaasagency.com
Support Response Time
Our standard support response times are:
| Priority Level | Issue Type | Initial Response Time |
|---|---|---|
| High | Critical service-related issues | Within 24 hours |
| Medium | Functional or configuration issues | Within 48 hours |
| Low | General queries or requests | Within 72 hours |
Response time refers to acknowledgment, not resolution.
Resolution Time
- Resolution time varies based on issue complexity
- Custom development, third-party dependencies, or client approvals may extend resolution timelines
- We do not guarantee fixed resolution times for custom features or integrations
Maintenance & Updates
If a client opts for a monthly maintenance plan, services may include:
- Bug fixes within scope
- Minor updates and improvements
- Performance monitoring
- Security-related updates (where applicable)
Major feature changes or new development are not included unless separately agreed.
Revisions Policy
- Unlimited revisions are included within the original project scope
- Revisions do not include scope expansion, new modules, or new integrations
- Additional requests may require revised timelines and pricing
Client Responsibilities
To ensure SLA compliance, clients must:
- Provide accurate requirements and timely approvals
- Maintain valid access credentials
- Ensure hosting and third-party services are active
- Follow legal and platform-specific guidelines
Delays caused by client-side issues are excluded from SLA obligations.
Third-Party Dependencies
Our services may rely on third-party platforms such as:
- Hosting providers
- APIs and integrations
- Marketing and analytics tools
We are not responsible for service failures, delays, or limitations caused by third-party platforms.
Exclusions
This SLA does not cover:
- Business performance or revenue outcomes
- Marketing or advertising results
- Downtime caused by client hosting or infrastructure
- Force majeure events (internet outages, system failures, etc.)
No Refund & Liability Limitation
- SLA breaches do not entitle clients to refunds
- Our liability is limited to the amount paid for the service
- Unlimited revisions are provided as the primary resolution method
SLA Modifications
We reserve the right to update this SLA at any time. Changes will be posted on this page with an updated “Last Updated” date.
Termination
We may suspend or terminate services if:
- Payments are not completed
- Terms are violated
- Abusive or unethical behavior is observed
Clients may cancel maintenance plans before the next billing cycle.
Contact Information
For SLA-related questions or support, contact us:
- Email: support@mvpsaasagency.com
- General: contact@mvpsaasagency.com
- Orders: order@mvpsaasagency.com
Live chat support is also available on the Website.