Service Level Agreement

1. Purpose

This Service Level Agreement ("SLA") defines the standards, commitments, and expectations that Awtad LLC maintains for all client engagements. It applies to all services provided under our Terms of Service.

This SLA is designed to give our clients full transparency about what to expect — from response times and project management to post-delivery support.

2. Our Core Commitments

3. Response Time Standards

Business hours are Sunday through Thursday, 9:00 AM – 6:00 PM (Amman, Jordan time / GMT+3). Requests received outside business hours will be acknowledged on the next business day.

4. Project Delivery Standards

• Timeline: All project timelines are agreed upon in writing before work commences. We commit to delivering within the agreed timeline.
• Milestones: Complex projects are broken into milestones with clear deliverables and deadlines for each phase.
• Updates: Clients receive project status updates at least once per week during active development.
• Sign-off required: No phase proceeds to the next without written client approval of the previous deliverable.
• Delays caused by client: If project delays result from delayed client feedback, content, or approvals, the original delivery date will be adjusted accordingly.

5. Quality Standards

All deliverables from Awtad LLC meet the following standards:

Website & Development Projects:

• Fully responsive — tested on desktop, tablet, and mobile
• Cross-browser compatible — Chrome, Firefox, Safari, Edge
• Page load time under 3 seconds (on standard hosting)
• Passes basic accessibility checks (WCAG 2.1 AA where applicable)
• Delivered with clean, commented code where applicable

Marketing Deliverables:

• All campaigns set up with proper tracking and analytics
• Monthly performance reports provided for ongoing campaigns
• Ad creatives reviewed and approved by client before launch

All Projects:

• Delivered with a handover document or walkthrough session
• All credentials, assets, and files delivered to client upon project completion

6. Revision Policy

A "revision" is defined as changes within the original agreed scope. New features, significant redesigns, or changes to the project brief constitute scope changes and will be quoted separately.

7. Post-Delivery Support

After project delivery, Awtad LLC provides the following complimentary support period:

For ongoing support, maintenance, or updates after the warranty period, a separate maintenance agreement or hourly billing applies.

8. Client Obligations

To enable Awtad LLC to meet the standards in this SLA, the client agrees to:

• Provide feedback and approvals within 3 business days of receiving deliverables
• Supply all required content, assets, and information on time
• Designate a single point of contact for the project
• Communicate change requests in writing via email

Failure to meet these obligations may affect delivery timelines. Awtad LLC is not responsible for delays caused by the client's failure to fulfill these obligations.

9. Escalation Process

If you are not satisfied with our service at any point:

• Step 1: Contact your project manager directly via WhatsApp or email
• Step 2: If unresolved within 48 hours, escalate to info@awtadllc.com with "ESCALATION" in the subject line
• Step 3: We will initiate a formal review within 2 business days

10. SLA Exclusions

This SLA does not apply to service disruptions or delays caused by:

• Third-party hosting providers or server outages
• Third-party plugin, API, or software failures
• Force majeure events (natural disasters, war, pandemics, etc.)
• Client-initiated changes or modifications
• Internet infrastructure failures beyond our control