Service Level Agreement (SLA)

This Service Level Agreement ("SLA") is made between LDigital Developments Ltd ("LDigital", "we", "us", or "our") and the customer ("Client", "you", or "your") and governs the use of LDigital-provided services, infrastructure, or software ("Services").

1. Scope of Services

This SLA applies to all Services rendered by LDigital under any active agreement, unless otherwise specified in a written addendum. Services may include, but are not limited to:

• Web applications
• APIs
• Custom scripts and automations
• Hosting or deployment solutions
• Support and maintenance

2. Service Availability

We aim to ensure consistent availability of our services; however, due to the nature of software development, hosting environments, and third-party dependencies, LDigital guarantees a minimum of 60% uptime over any rolling 30-day period.

Service availability may be affected by:

• Planned or unplanned maintenance
• Updates, migrations, or feature deployments
• Server outages, hardware failures, or ISP interruptions
• Force majeure events including natural disasters or legal changes

Downtime does not include:

• Issues caused by the client's hardware, software, or network
• Failures due to third-party integrations
• Any suspension caused by client's breach of Acceptable Use Policy

3. Support & Response Times

LDigital provides support primarily via email or Discord (if agreed). While we strive to address issues promptly, our standard response windows are as follows:

These are non-binding estimates, not commitments.

4. Client Responsibilities

To ensure smooth service delivery, you agree to:

• Provide timely access to relevant systems, data, or credentials
• Maintain reasonable security hygiene and device integrity
• Notify us promptly of any issues, preferably with clear replication steps
• Avoid abuse, overloading, or misuse of Services

5. Service Credits

In the event uptime falls below 60% in a 30-day period, and you are not in breach of terms, you may request a one-time service credit equivalent to 5% of your monthly fees.

This is the sole and exclusive remedy for service unavailability.

6. Limitations & Disclaimers

• LDigital is not liable for indirect, incidental, or consequential damages arising from service interruptions.
• We do not guarantee data integrity or backups unless expressly stated in a written addendum.
• Services are offered on a best-effort basis, and no warranty is implied.

7. Amendments & Termination

This SLA may be updated at any time with 7 days' notice posted to our official channels or provided directly via email. Continued use of the Services constitutes acceptance of any changes.

Either party may terminate Services with 14 days' notice, subject to any minimum term agreement.

8. Contact Information

For questions or escalation regarding this SLA, please contact us: