Legal

Service Level Agreement

Effective and last updated: July 1, 2026

1. Purpose & Scope

This Service Level Agreement (“SLA”) outlines the service standards, support levels, maintenance commitments, uptime expectations, and responsibilities related to the services provided by DirectRentalWebsites.com(“we,” “our,” “us”) to the client (“you”).

This SLA applies to all ongoing services, retainers, hosting plans, maintenance packages, and support plans we offer, unless otherwise specified in a separate written agreement. It does not apply to one-time projects unless explicitly included in your agreement.

This SLA describes service targets, not a warranty. It does not expand, override, or replace the disclaimer of warranties or limitation of liability in our Terms of Service, which continue to apply in full.

2. Definitions

• Business Day: Monday through Friday, excluding U.S. federal holidays.
• Business Hours: 8:00 AM–6:30 PM CST, Monday to Friday.
• Retainer / Maintenance Plan: an ongoing paid engagement for support, hosting, SEO, ads, or automation work, billed on a recurring schedule.
• Managed Hosting: the optional hosting add-on described on our Managed Hosting page.

3. Services Covered Under This SLA

• Website development & maintenance
• Wheelbase Pro and other booking-system integrations
• Managed hosting & cloud infrastructure
• Fleet operations support
• Booking automation
• SEO, content, and analytics retainers
• Google Ads management retainers
• AI automation and chatbot support
• General support & consultation services

Some services may have additional terms specified in your proposal or contract.

4. Support Availability

We provide support according to your selected plan:

A. Standard Support (included with most engagements)

• Hours: Monday to Friday
• Time: 8:00 AM–6:30 PM CST
• Channels: Email, contact form

B. Priority Support (active maintenance or retainer clients)

• Faster response times
• Priority queue
• Extended hours or weekend support, if defined in your retainer

C. Emergency Support

For critical outages only:

• 24/7 emergency contact, if included in your retainer
• Applies only to: website down, booking flow broken, server outage, or an integration failure breaking core functionality
• Non-urgent issues do not qualify for emergency support

5. Response Time Commitments

Response time = time to acknowledge and begin addressing the issue, measured in business hours.

6. Resolution Time Expectations

• Critical issues: 1–24 hours
• High priority: 1–3 business days
• Medium priority: 3–7 business days
• Low priority: 5–10 business days
• Enhancements: timeline agreed before implementation

Resolution times may vary based on complexity, dependencies, third-party systems, or client delays.

7. Uptime Guarantee (If Hosting Is Included)

For services hosted or managed by us:

• Uptime commitment: 99.5% monthly uptime
• Applies to: websites on our managed hosting, client portals, and cloud services associated with retainers

Downtime exclusions: scheduled maintenance, force majeure events, third-party outages (Wheelbase, Stripe, Square, Cloudflare, Google, Meta, etc.), client-side issues (DNS misconfiguration, expired domain, etc.), and code modified by the client or a third-party developer.

8. Scheduled Maintenance

• Clients are notified at least 24 hours in advance
• Maintenance is usually performed during low-traffic hours
• Downtime during scheduled maintenance does not count as outage time

9. Client Responsibilities

• Provide timely access to platforms, hosting, and accounts
• Supply accurate information and content
• Respond to communication promptly
• Avoid giving unauthorized third parties access to systems we manage
• Maintain necessary licenses/subscriptions for third-party tools (Wheelbase, Stripe, etc.)
• Not modify systems we’ve built without approval

Client delays may affect project or support timelines.

10. Exclusions (What This SLA Does Not Cover)

• Issues caused by user error
• Problems resulting from unauthorized modifications
• Hosting environments not managed by us
• Third-party platform outages (Wheelbase, Stripe, Square, Cloudflare, Google, Meta, etc.)
• Custom feature development or new requests
• Data loss caused by external hosting or client actions
• Fixing work done by other developers
• Natural disasters, internet outages, or force majeure events

No SLA guarantees apply to one-time projects unless specifically stated.

11. Data Backups & Recovery

• Daily or weekly backups
• Recovery assistance in case of an outage
• Backups stored on secure external servers

If backups are not part of your package, we are not responsible for data loss.

12. Service Credits (If Uptime Falls Short)

Credits have no cash value. Credits apply only to future invoices and require a written request within 10 days.

13. Escalation Path

• Level 1: Support team
• Level 2: Senior developer / project lead
• Level 3: Technical director
• Level 4: DirectRentalWebsites / SMB management

Escalation requires reasonable time between each stage.

14. Termination of This SLA

• You cancel the service
• We end or modify the service offering
• Payment is not made on time
• Our Terms of Service are violated

Upon termination, SLA guarantees cease immediately.

15. Changes to This SLA

We may revise this SLA at any time. Updates become effective once posted on our website. Continued use of our services constitutes acceptance of the revised SLA.

16. Contact Information

Questions about this SLA can be sent to: