Service Level Agreement

This Service Level Agreement (SLA) governs the provision of website design, development, and related digital services by X3WEB to the client. By requesting, paying for, or using X3WEB services, the client agrees to the terms of this SLA.

If there is any conflict between this SLA and a signed proposal, invoice, or written agreement issued by X3WEB, the signed document or invoice scope shall take precedence.

1. Initial Consultation and Agreement

X3WEB will consult with the client to determine requirements, specifications, and scope. Once scope is agreed, X3WEB will issue an invoice outlining:

• Services to be provided
• Service type (for example: website build, custom website or app, Meta Ads, Google Ads, or hosting)
• Included deliverables and limits
• Explicit exclusions (items not included unless quoted separately)

2. Payment and Project Commencement

• Project scheduling and work allocation begin once payment is received, unless otherwise agreed in writing.
• Where a deposit structure applies, work begins after the required deposit is received and confirmed.
• Payment confirms acceptance of the invoice scope and this SLA.

3. Questionnaire and Client Inputs

After payment, X3WEB will provide the client with a questionnaire and any additional required documentation. The client must return completed inputs within 7 days.

If inputs are delayed, X3WEB may:

• Pause the project, and/or
• Proceed using available information and reasonable assumptions aligned with the invoice scope, and/or
• Reschedule the project based on workload and capacity

4. E-commerce Website Development Requirements

For e-commerce websites, the client will receive a questionnaire and a product or content spreadsheet (or equivalent structured format). X3WEB will build strictly according to the information provided.

• No more pages, products, categories, or variations will be built beyond the agreed scope.
• Any additional requirements will be quoted and invoiced separately.

5. Client Responsibility for Accuracy

The client is responsible for ensuring the accuracy and completeness of all supplied information, including:

• Business and contact details
• Service descriptions and pricing
• Policies (refunds, privacy, shipping, cancellations)
• Brand assets (logos, colours, fonts, images)
• Legal or regulatory content specific to the client's industry or jurisdiction

X3WEB is not responsible for errors or omissions resulting from incorrect or incomplete client-provided information.

6. Design Direction and Revisions

The client must provide design direction or examples prior to design execution. X3WEB will interpret and apply design direction reasonably within the constraints of the selected platform, theme, and build method.

Included Revisions

One (1) revision round is included unless otherwise stated in the invoice. Revisions must be submitted as a single consolidated list with clear instructions.

Out-of-Scope Changes

Requests outside the agreed scope will require a separate quote and invoice.

7. Lead Times and Delivery Targets

Lead times are estimates and assume payment has been received, all client inputs are provided on time, no scope changes occur, and no third-party delays arise.

Delays may occur due to client input delays, scope changes, third-party dependencies, or workload capacity.

8. Scope Control

X3WEB will deliver only what is explicitly included in the invoice and questionnaire. Any out-of-scope requests will be treated as additional billable work.

9. Performance and Marketing Disclaimer

X3WEB does not guarantee:

• Google rankings
• SEO performance
• Traffic, leads, or sales
• Advertising or campaign results

Website and advertising performance depends on factors beyond X3WEB's control, including competition, offer strength, pricing, market conditions, platform algorithms, tracking limitations, client responsiveness, and budget.

10. Feedback Deadlines (Websites)

After delivery, the client has 7 days to submit revision feedback. If feedback is not provided within this window:

• Included revisions may expire
• Additional changes may be billed separately

11. Client Review Responsibility (Websites)

The client is responsible for reviewing the website for:

• Spelling and grammar
• Contact and pricing details
• Links and downloads
• Images and branding
• Legal and policy content

X3WEB is not responsible for issues not reported during the review window.

12. Communication

Communication will take place via approved channels such as email, WhatsApp, or support systems. Response times depend on workload and request urgency. Priority requests may require additional fees.

13. Google Ads and Meta Ads Service Levels

13.1 Scope of Ads Services

Where the client purchases Google Ads management or Meta Ads management, X3WEB will provide only the services explicitly listed in the invoice/package. Google Ads and Meta Ads are treated as separate services, even when both are used by the same client. Ads management may include (depending on package):

• Account setup (if needed)
• Campaign and ad group/ad set build
• Keyword research and structure (Google)
• Audience setup and targeting (Meta)
• Ad copy writing and testing (Google)
• Creative testing (Meta)
• Tracking setup recommendations and implementation where contracted
• Ongoing optimisation and reporting for managed monthly packages

13.2 Client Responsibilities (Ads)

The client must:

• Maintain valid payment methods for ad spend (paid directly to Google/Meta)
• Approve assets, access requests, and verification steps promptly
• Provide accurate business information, offers, pricing, service areas, and operating hours
• Respond within reasonable timeframes to requests that impact performance

13.3 Ad Spend and Platform Control

Ad spend is separate from X3WEB fees and is paid directly to Google and/or Meta. X3WEB does not control:

• Platform policy decisions, suspensions, ad disapprovals, or account restrictions
• Auction volatility, CPM/CPC changes, learning phase behaviour
• Tracking limitations (including iOS restrictions and attribution differences)

13.4 Reporting

For managed monthly packages, X3WEB will provide reporting at intervals stated in the invoice/package (typically monthly), showing performance, actions taken, and optimisation activity.

13.5 No Guaranteed Results

X3WEB does not guarantee leads, sales, ROAS, cost per lead, conversion rates, rankings, or any specific outcome.

13.6 Refund Policy Reference

Refund terms for all services are set out in X3WEB's Refund Policy. Ad spend paid to Meta or Google is never refundable by X3WEB.

14. Mutual Confidentiality (NDA)

14.1 Definition

Both parties may share confidential information during the course of the project. Confidential information includes non-public business, technical, financial, or operational information disclosed for the purpose of the project.

14.2 Obligations

Each party agrees to:

• Use confidential information solely for the project
• Not disclose confidential information to third parties without consent
• Apply reasonable safeguards to protect confidential information

14.3 Exclusions

Confidential information does not include information that:

• Is publicly available without breach
• Was known prior to disclosure
• Is independently developed
• Is required by law to be disclosed

14.4 Intellectual Property

Each party retains ownership of their pre-existing intellectual property. Website deliverables are governed by the invoice or service agreement. No party gains ownership of the other party's general tools, frameworks, methods, or know-how.

14.5 Term

Confidentiality obligations remain in effect during the project and for three (3) years after project completion.

15. Governing Law

This SLA is governed by the laws of the Republic of South Africa.

16. Contact Details

X3WEB
Call / WhatsApp: 068 906 3369
Email: support@x3web.co.za

By engaging X3WEB services, the client confirms acceptance of this Service Level Agreement.