Service Level Agreement
(SLA) Support Contract
Our official speed, uptime, and maintenance guarantees to ensure your business website stays up and running.
1. Support Response Times (WhatsApp Hotline)
We do not bury our clients under confusing IT ticket queues. ApkiWeb provides dedicated, human support directly via WhatsApp.
Our Guarantee: For all active subscriptions, our team guarantees an initial human response time of under 2 hours for messages sent between 9:00 AM and 9:00 PM PKT. Clients are highly encouraged to send quick voice audio notes for rapid, clear diagnostic support.
2. Website Update & Maintenance Turnaround
Turnaround times for content adjustments depend on your active service tier. Managed Subscriptions: Standard weekly updates (2 to 4 depending on tier) are pushed live within 24 to 48 hours. Maintenance & Care Plans: Clients on the Growth & Support plan utilize their 6 hours of monthly updates with priority deployment, typically completed within 12 to 24 hours. One-Time Development: Projects include 1 month of free technical support post-launch. After 30 days, any updates require an active Maintenance Plan or are billed at our standard hourly rate.
3. 99.9% Server Network Uptime Commitment
Your website operates on our premium, enterprise-grade Singapore server network, specifically optimized for lightning-fast loading speeds on local Zong, Jazz, and fiber-broadband connections across Pakistan.
Our Guarantee: We commit to a 99.9% network uptime availability target on an annual basis. In the rare event of emergency server optimizations or external backbone infrastructure drops, our engineers work around the clock to restore access immediately.
4. Scheduled Maintenance Window
To ensure your store experiences zero disrupted customer sales, routine server deep-cleans, security patches, and structural backups are performed exclusively between 2:00 AM and 5:00 AM PKT. Live site interruptions during these optimization cycles rarely exceed 5 consecutive minutes.
5. SLA Exceptions & Remedies
Our uptime guarantees do not apply to downtime caused by factors outside ApkiWeb's direct control. This includes third-party API outages (such as global WhatsApp or Meta server failures), local ISP routing issues in Pakistan, or unauthorized client tampering with handed-over code.
Because ApkiWeb operates on a heavily subsidized managed-service model without large agency retainer fees, we do not issue prorated financial credits for minor downtime events. Instead, our remedy is a commitment to absolute transparency and prioritized, immediate engineering deployment to restore your services.